# Adwoa Bediako

Adwoa Bediako is a remote worker on Himalayas, Safety Specialist - UK & Ireland at Bolt ÖU, based in Ghana.

Source: https://himalayas.app/@adwoabediako

```text
Safety Specialist at Bolt ÖU handling UK and Ireland safety cases and serving as the escalation point for 46 BPO agents.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Ghana |
| Authorized to work in | Ghana |
| Salary expectations | 30k+ USD |
| Job categories | Safety Specialist, Customer Operations Specialist, Customer Support Specialist, QA Specialist, Trainer |
| Skills | Safety Cases, Safety Operations, Regulatory Compliance, Standard Operating Procedures, Incident resolution, BPO Operations, Quality Assurance Audit, Customer Satisfaction (CSAT), Complaint Resolution, Customer Retention, KPI Analysis, Root Cause Analysis, Training, CRM Systems, Zendesk |

## About

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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.
```

## Experience

### Safety Specialist - UK & Ireland (current)

[Bolt ÖU](https://himalayas.app/companies/bolt-eu). May 2026 - Present

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Manage end-to-end safety case handling for the UK and Ireland, ensuring compliance with local regulatory standards and internal SOPs. Resolve critical and sensitive safety incidents, coordinating between users, legal, and law enforcement where required.
```

Skills: safety-management, Compliance, Incident-resolution, Stakeholder-Coordination, BPO-Management

### Market Expert

[Bolt ÖU](https://himalayas.app/companies/bolt-eu). Dec 2023 - May 2026

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Performed weekly quality assessments to validate Supplier (BPO) and In-house quality results for non-safety and safety related cases. Hosted calibration sessions with BPOs and reviewed KPIs to drive improvements.
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Skills: Quality-Assurance, BPO-Management, KPI-Analysis, Calibration, Customer-Retention

### International CS Safety Specialist

[Bolt ÖU](https://himalayas.app/companies/bolt-eu). Aug 2022 - Dec 2023

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Worked on CS Safety across all verticals in countries without a dedicated in-house CS Safety Team to ensure quality and consistency in Safety Event handling. Conducted safety training programs for outsourced teams.
```

Skills: Safety-Operations, Training, BPO-Management, Standard-Operating-Procedures

### Local Trainer | Ghana

[Bolt ÖU](https://himalayas.app/companies/bolt-eu). Feb 2022 - Aug 2022

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Identified knowledge gaps and spearheaded training for agents to support their growth. Examined the market's Key Performance Indicators and helped to improve them through monthly knowledge assessments.
```

Skills: Training, Knowledge-Management, KPI-Analysis, Performance-Improvement

### Customer Support Specialist

[Bolt Ghana](https://himalayas.app/companies/bolt-eu). Nov 2021 - Aug 2022

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Utilized CRM tools such as Zendesk and Beehive to handle customer complaints and analyze feedback. Onboarded new team members and provided comprehensive customer support and technical assistance to drivers at the Driver Engagement Center.
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Skills: Zendesk, Beehive, Customer-Support, Onboarding, Technical-assistance

### Aviation Operator

Puma Energy Ghana. Dec 2019 - Apr 2021

```text
Assessed performance statistics on filter systems monthly, which subsequently led to a reduction in operational cost. Monitored sensor data from pipelines to detect abnormalities and tracked operations remotely using SCADA system software.
```

Skills: SCADA, Data-Analysis, Operational-Monitoring, Maintenance-Planning

## Education

### ALX Africa

Data Analytics Certification, Data Analytics

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Completed a Data Analytics Certification in 2025, developing skills in data analysis and visualization.
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### University of Ghana

Bachelor of Arts, Information Studies

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Pursued a Bachelor of Arts in Information Studies, gaining a strong foundation in information management and related disciplines.
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## Tech stack

- Zendesk
- Google Sheets
- Microsoft Excel
- Beehive
- Canva
- SQL
- Power BI

To contact Adwoa, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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