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Dorothy Delasi Fiawoo

@dorothydelasifiawoo

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I lead digital financial-services support operations, improving capacity, quality, and customer response times.

Ghana

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What I'm looking for

I'm looking to lead customer operations, workforce capacity, and service transformation in a customer-focused organisation where I can improve quality, response times, team capability, and operational efficiency.

At Fido, I lead Chat, WhatsApp, Email, and Front Desk operations across digital financial services, managing 13+ support professionals and balancing real-time customer demand with Collections support. I improved Chat CSAT from 64% to 73%, Email CSAT from 57% to 72%, and reduced First Response Time by 53.5% through QA, coaching, workflow redesign, and queue management.

I've also created a Cross-Country Chat & Email Operations Guide that contributed to a 10% QA improvement and won Fido's 2025 Bench Leadership Programme for “Automating QA & Strengthening Axon AI.” I bring experience in workforce capacity planning, escalations, operational dashboards, demand analysis, and building capable customer-support teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Team Lead

Current

FIDO

Feb 2025 - Present (1 year 7 months)

Lead customer care operations across Chat, WhatsApp, Email and Front Desk, accountable for SLA, QA, productivity and customer experience. Manage and coach 13+ support professionals, and lead real-time workforce and capacity management to optimize staffing and service continuity.