Open to opportunities

Festus Honu

@festushonu

Message

Customer experience and operations professional driving service excellence and process improvement.

Ghana

Message

What I'm looking for

I seek a customer-focused operations role where I can lead teams, improve processes, own KPIs, and drive measurable service excellence.

I am a dedicated Customer Experience and Operations professional with over 5 years' experience across fintech, banking, and insurance, focused on resolving complex customer issues and improving operational workflows.

At ExpressPay I led and mentored support teams, owned KPIs like CSAT and NPS, optimized SOPs and CRM workflows, and reduced ticket volumes through process improvements.

I learn quickly, communicate clearly, and thrive under pressure, bringing a customer-first mindset and a track record of measurable impact to cross-functional teams.

Experience

Work history, roles, and key accomplishments

Current

Senior Operations Associate

Current

ExpressPay Ghana Ltd

Mar 2023 - Present (3 years 3 months)

Oversaw end-to-end customer experience operations, led and mentored junior associates, and owned KPIs (FRT, resolution time, CSAT, NPS) to improve service delivery and inform product decisions.

Customer Experience Team Leadership KPIs SOP Development Cross Functional Collaboration

Operations Associate

ExpressPay Ghana Ltd

Oct 2020 - Mar 2023 (2 years 5 months)

Managed customer interactions across email, chat, and phone, optimized operational workflows and CRM data, and reduced support ticket volume by 50% through process improvements.

Customer Support Ticketing Systems CRM Management Process Improvement Data Entry Quality Assurance Troubleshooting

Business Executive

Hollard Insurance Ghana Ltd

Nov 2019 - Oct 2020 (11 months)

Prospected and acquired individual and corporate clients for life, health, motor and general insurance, achieving an 80% client retention rate through relationship management and tailored solutions.

Sales Client Acquisition Insurance products Relationship Management Compliance

Sales & Marketing Associate

Lexes Electrical Enterprise

Oct 2018 - Oct 2019 (1 year)

Developed and executed sales strategies for electrical products, managed B2B and B2C prospecting, and maintained CRM records to meet or exceed monthly revenue targets.

Sales Strategy B2B Lead Generation CRM Negotiation Product Promotion

Customer Service Officer

Agricultural Development Bank

Sep 2017 - Aug 2018 (11 months)

Delivered front-line banking services, supported account openings and loan processing, and ensured KYC/AML compliance while promoting digital channels and cross-sell opportunities.

Customer Service Banking Operations KYC Transaction Processing Communication Documentation