At Bolt ÖU, I manage end-to-end safety case handling for the UK and Ireland, following local regulatory standards and internal SOPs. I resolve sensitive incidents and coordinate with users, legal teams, and law enforcement where required.
As Market Expert, I assessed supplier and in-house quality results, hosted BPO calibration sessions, and reviewed KPIs affecting user experience. Weekly assessments and calibrations improved support quality by 20%.
Across Bolt ÖU’s international CS Safety work, I supported consistent safety event handling across countries without dedicated in-house teams and trained outsourced agents on emergency protocols. As Local Trainer in Ghana, I delivered targeted training that increased agent accuracy by 15%.
Earlier, at Bolt Ghana, I used Zendesk and Beehive to resolve customer complaints and support drivers at the Driver Engagement Center. At Puma Energy Ghana’s Aviation Depot, I monitored pipeline sensor data with SCADA and assessed filter system performance to inform maintenance and reduce operational costs.
