Resume
Naana Gyanea Bona-Mensa
Professional Summary
A problem-solver and detail-oriented customer support/success professional with over five years’ experience supplying stellar customer support and customer success services. Excellent at attaining customer satisfaction by creating and establishing interpersonal relationships that ultimately lead to increased customer lifetime value.
Work History
Kudobuzz HQ – Customer Success Executive (Remote)
Tema, Greater Accra Region
01/2019 – date
Respond to customer enquiries and questions or point them toward the right knowledge base for easy fix issues
Do some technical troubleshooting of issues and report more complicated ones to the technical team, or pointing them
Create and update all knowledge base, help-guides and training documentations needed for successful service delivery.
Conducting customer surveys to gauge customer needs and offer suggestions for improvement
Upselling services and managing accounts for top paying customers
Handle both user and revenue churn
Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
Kudobuzz HQ – Head, Customer Support Unit (Partial Remote Option)
Tema, Greater Accra Region
08/2018 – 12/2018
Led and directed the customer service team to deliver stellar customer service performance with respect to dealing with clients and NPS scores
Established a 48-hour complaint resolution policy that ensured that all quick-fix technical complaints were resolved within the time frame given.
Created a customer service plan for the department. This plan included a handbook, workflow and metrics for the department.
Assessing team by monthly appraisals to continually improve processes and outcomes.
Basic technical troubleshooting of customer issues
Held meetings with product team to discuss customer feedback and possible implementation of them.
Kudobuzz HQ - Customer Support Officer
Tema, Greater Accra Region
04/2018 – 08/2018
Ensured commendable customer experience by addressing customer concerns with empathy and resolving problems quickly and efficiently
Answered tickets from clients, provided appropriate solutions and alternatives within the time limits provided and followed up to ensure effective resolution.
Responded to all incoming calls pertinent to customer needs or requests and directed calls to appropriate individuals and departments.
Scheduled and planned appointments with clients on behalf of the Head of Customer service
Set up Skype meetings with clients to give presentations of products to increase customer acquisition.
Determined customer needs by asking relevant questions via feedback surveys and actively related feedback in strategy meetings.
RetailTower - Head, Customer Support Unit
East Legon, Accra
01/2016 - 03/2018
Oversaw a solid team of 3 customer service in managing and attending to customer needs.
Organized quarterly workshops to update the unit on product changes, customer service processes, and appraisals on product performance.
Consistently managed team members on their service techniques in effectively resolving issues, which resulted in an increase in customer satisfaction
Maintained up-to-date knowledge of product and service changes.
Supervised team members and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
Netdeal Company Ltd - Marketing Head
10/2014 - 02/2015
Recruited, selected, trained and assigned duties to marketing team (together with HR Department).
Enforced marketing policies and procedures and ensured they were duly followed.
Ensured quality customer service standards were observed.
Improved marketability of product by identifying and capitalizing on marketing opportunities and improving product packaging.
Gave and monitored monthly targets and established plans to attain them.
Established promotional strategies to boost sales of services.
Organized seminars and workshops to educate clients and prospects on currency trading as a source of alternative investment.
Netdeal Company Ltd - Administrative Officer
Spintex, Greater Accra
10/2013 - 09/2014
Performed clerical tasks, including answering incoming phone calls, sorting mail and sending correspondence.
Reviewed incoming correspondence and determined the action required and its priority.
Created a repository of clients, referrals, prospects and presentations.
Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
Escorted visitors to specific offices or meeting rooms.
Coached new employees on administrative procedures, company policies and performance standards.
Ensured reception area was standard clean and neat to give visitors a positive impression of the company.
Office of the Pro Vice-Chancellor, University of Ghana, National Service - Office Assistant
08/2012 - 07/2013
Managed appointments and itinerary for the Pro Vice-Chancellor.
Managed the Student Records Rectification Programme (SRRP); a system that checked that all students' records and personal information were correct and up to date.
Handled drafting, typing and editing speeches and addresses for events and meetings.
Was responsible for summarizing speeches, articles and research work.
Reported to the Pro Vice-Chancellor on news pertaining to the University and to tertiary education and academics.
Managed the office filing system.
Saw to the effective receipt, response and dispatch of letters written to the office.
Reviewed articles on education in newspapers and magazines.
All Immigration & Human Rights Services, AIHRS (Internship) - Research Assistant
07/2010 - 09/2010
Conducted research on immigration human rights abuse-related issues.
Managed the AIHRS Newsletter.
Was responsible for knowing updates on new UKBA immigration policies and requirements.
Supervised the AIHRS Facebook page (send newsfeeds and updates on all issues pertaining to visa and immigration).
Managed the filing system of all clients.
P. O. Box OF 196, Accra-Ghana--
LinkedIn: https://www.linkedin.com/in/naana-mensa-/
Skills Highlight
Communication and People Interaction
CRM Software
Problem Solving
SaaS Concept and Metrics
Relationship/Rapport building
Analytical and reporting
Technical troubleshooting
Basic HTML/CSS
Basic API knowledge
Organization and planning
Phone/email/Chat etiquette
Proactive and Detail-oriented
Initiative and creativity
G-Suite Proficient
MS Windows and MS Office proficient
Typing skills of 70 WPM average
Team player
Strong adaptability/flexibility skills
Goal-oriented
Creating knowledge bases
Avid learner
Remote work experience
Education
May 2012
University of Ghana
Bachelor of Arts Degree: English and Political Science
April 2007
Wesley Grammar School
WASSCE Certificate: General Arts (Government, History, Literature, French)
Certifications
Advanced Customer Service Training
Basic Customer Service Training
IBM Digital –Nation Basic CSS/HTML course
FreeCodeCamp Responsive Web Design Certification (in progress)
Accomplishments
Up-sold other services of the company and motivated customers to upgrade current product plans. (Kudobuzz)
Consistently managed team members on their service techniques in effectively resolving issues, which resulted in a increase in customer satisfaction (RetailTower, Netdeal)
Successfully increased company's AUM by 40% in 4 months (Netdeal)
Promoted to Head of Marketing after only 12 months in a different department (Netdeal)
Improve app ratings from 3.5 to 4.4 (RetailTower)
Got a customer to update a review rating from 1 star to 4 stars
References
Mr. Samuel Tuffuor
Co-founder / Ex CEO
RetailTower Ltd.-
Mr. Blaise Bayuo
Research Assistant, Lund University
Utbrytningsgranden 1 C, 266 47
Lund - Sweden-
Mr. Abdul-Rahim Sulemana
Chief Product Officer
Kudobuzz
Tema-Accra-
.
