Looking for a job

Gideon Amo

@gideonamo

Message

I lead customer support operations that improve response times, satisfaction, and team performance.

Ghana

Message

What I'm looking for

I'm looking for opportunities to lead customer support or operations teams, improve service performance through data-driven processes, mentor colleagues, and collaborate across teams to deliver better customer experiences.

At 22BET Ghana, I lead customer support operations and scaled the team from 4 to 9 agents. I reduced first response time from 1 minute to 6 seconds and increased customer satisfaction from 75% to 85%.

I manage escalations, schedules, coaching, KPI tracking, onboarding, customer surveys, and cross-functional feedback with product, payments, and compliance teams. I was recognized as Employee of the Year in 2024 for leadership, performance, and collaboration.

My background also includes account operations at Betty Bingo, frontline customer support, call-centre service at AirtelTigo, and hospitality team supervision at Holiday Inn. I enjoy streamlining operations, mentoring teams, and delivering customer-first service.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

22Bet Ghana

Mar 2023 - Present (3 years 7 months)

Lead day-to-day customer support operations, scaling the team from 4 to 9 agents. Optimized key performance metrics, reducing first response time from 1 minute to 6 seconds and average response time from 3 minutes to 35 seconds.

Customer Support Team Management KPI Optimization Data Analysis Slack Training Process Improvement

Education

Degrees, certifications, and relevant coursework

University of Cape Coast

Bachelor of Science, Management Studies

2012 - 2016

Pursued a Bachelor of Science in Management Studies with coursework in accounting, business management, sales, marketing, MIS, HRM, research methods, operations, and communication skills.