Mavis Agbemenyah | Freelancer Resume

MAVIS AGBEMENYAH Address: Box LG 1291, School of Arts, University of Ghana. Legon-Ghana Email:-Contact: - | linkedin : https://www.linkedin.com/in/mavis-agbemenyah-b51b3a1b3/ PROFESSIONAL SUMMARY Dedicated Customer Service, Training and Quality Assurance leader with a proven track record of driving operational excellence in the BPO industry. Committed to delivering exceptional customer experiences and empowering teams to achieve peak performance. Proven leadership skills and a passion for continuous improvement SKILLS 1. 2. 3. 4. 5. 6. Microsoft office suite Google workspace/ G suite Zendesk as a CRM tool. QPlus. Cases Connect Tool Pulse software for data analysis 7. Salesforce usage 8. Training needs analysis 9. Data reporting 10. Data analysis 11. Training 12. AWS Quick Sight for data analysis 13. Hubspot usage 14. Amazon Customer Contac Center (CRM) 15. Slack usage 16. Avaya suite(CRM) 17. Pleased software (CRM) 18. Team mentorship and coaching 19. Performance analysis 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. Quality process improvement Customer service skills time management skills Interpersonal Skills Communication skills Detail oriented Discretion Presentation skills Cross functional collaboration Adherence to SOP & compliance EDUCATION & CERTIFICATION ● ALX Academy -Data Analytics (Power BI, Tableau, SQL ), ongoing ● ALX Academy - AI career Essentials, 2024 ● ALX Academy - Virtual Assistance program, 2024 ● AMAZON KNET - CS-Compliance Training , 2023 ● UNIVERSITY OF GHANA, Ghana - Bachelor of Arts (B.A Archaeology and Theatre Arts),- ● AMAZON KNET - Quality Training for GLobal Outsorced Managers, 2023 PROFESSIONAL EXPERIENCE 1. Customer Service Analyst– 2023 to present TELEPERFORMANCE/ MAJOREL LIMITED (Google Pay & Google wallet product - EMEA,NA, APAC,LATAM regions) ● ● ● ● ● ● Conducting weekly monitoring and evaluations of phone, email and chat technical support agents' interactions to ensure services provided to customers are within compliance and conformity with client’s SLAs Organizing and facilitating bi weekly calibration sessions for both internal and external support staff. This is to ensure the support staff that are responsible for the performance improvement of agents are abreast with new quality trends from the client or the campaign. Conducting regular reviews into CSATs and NSATs to identify trends and process improvement opportunities for weekly business review meetings. Providing constructive feedback to agents in a weekly scheduled coaching session after which compulsory action plans are drafted with the agents for performance improvement. Aligning with trainers to identify and design training modules based on areas of improvement for refresher courses Developing weekly game plans for teams to help drive performance and identifying knowledge gaps ● Engaging in proactive checks that are geared towards minimizing or eliminating errors that are likely to be committed by the customer service so there will be little to no markdowns during official evaluations ● Being responsible for the successful certification of new technical support agents 2. Customer Experience Quality Assurance Analyst – 2022 to 2023 WEBHELP/CONCENTRIX LIMITED ● Led a team of 12 auditors, setting clear performance targets and conducting regular evaluations, resulting in a 60% improvement in team productivity and individual performance ratings. ● Spearheaded refresher training initiatives that increased QA accuracy and reduced review errors by 12% ● Oversaw daily operations, ensuring consistent adherence to quality processes and standards, resulting in a reduction in compliance errors and increased in attendance of the Quality team by 50% ● Streamlined workflows and monitored output, achieving an improvement in efficiency and quality across all interactions. ● Planned and executed quarterly QA audits that uncovered and addressed 12 compliance issues, leading to a 60% increase in adherence to company standards. ● Analyzed audit results and executed targeted corrective actions, reducing process errors by15% and boosting overall QA effectiveness. ● Directed defect hunts that identified and resolved 121 process defects*delayed responses to escalations), resulting in an increased in rapid contact resolution rate by 50% ● Partnered with Operations and Training to integrate QA insights into broader business strategies, leading to an improvement in customer satisfaction score and AHT by 19% and 10% respectively ● Prepared and delivered QA performance metrics during weekly business reviews, enabling data-driven decisions and alignment with strategic goals. 3. Customer Care Quality Analyst - 2021 to 2022 ISON XPERIENCES (MTN GROUP) ● ● ● Provided work estimates based on functional analysis Audited customer service agents’ work on daily basis to produce daily and weekly reports Documented test and audit case and where applicable record all test cases for regression analysis by senior management. ● ● ● Ensured customer service representatives meet all the parameters while Assisted Customers Provided periodic coaching sessions to agents to ensure they are calibrated on all performance perimeters. Worked with senior team members to ensure best practices and explain technical concepts. 4. Customer Service Representative - 2020 to 2021 ISON XPERIENCES (MTN GROUP) ● ● ● ● ● ● Assisted customers through phone interactions Reached out to customers through phone calls and emails reminding them of due loan repayment from qwickloan. Assisted customers by identifying their needs and matching them with the right product and service Welcomed customers with enthusiasm and giving them a proper welfare after assistance Exceeded customers’ needs and expectations and gave them an excellent experience when they got in touch with the company. Assisted team leads with new agents for on the job training and provides them with adequate product knowledge. 5. Customer Service Associate – 2018 to 2020 SPORTY GROUP ● ● ● ● ● ● ● Assisted customers with their queries through inbound chat and email tickets Followed up with Customers through outbound phone calls and emails regarding persistent issues Assisted customers understand various market meanings concerning all types of sports Assisted customers with Website and App navigations and help users see it as more user friendly Assisted customers resolve payment issues emanating from using mobile wallets, the Apps and the website Assisted customers by identifying their needs and matching them with the right product and service Assisted customers by escalating complaints when the need be and following up for feedback on customers behalf ● Assisted team leads with new agents for on the job training. 6. Administrative Assistant- SCHOOL OF ARTS - UNIVERSITY OF GHANA ● Answered and directed phone calls to relevant staff. ● Received and filed documents. ● Scheduled meetings and appointments. ● Took meeting minutes and created meeting agenda ● Ordered and took stock of office supplies. ● Served as a point of contact for a range of staff and external stakeholders. ● Sent, received and sorted out emails and files ● Preparing expense report LANGUAGE English - Full professional proficiency