At Concentrix Ghana, I lead customer service teams of up to 20 representatives, driving performance across AHT, FCR, CSAT, productivity, quality, attendance, and compliance.
I use performance data and root cause analysis to identify gaps, build targeted SMART action plans, and manage underperformance through structured coaching and follow-up.
I've coached emerging Team Leads, handled operational escalations, and partnered with Quality, Training, and Workforce Management teams to improve customer experience. My leadership contribution earned me the Exceptional Brand Experience Award and a Game Changer nomination.
My background also includes customer service at Webhelp Ghana, sales at Star Life Assurance, and operations and customer service support at Emereka Deliveries, where I helped coordinate daily work, onboarding, customer relationships, and service delivery.
