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Koku Gborglah

@kokugborglah

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I am a proven process improvement professional with extensive experience in customer experience mgt

Ghana

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What I'm looking for

A job that allows me to apply my expertise and learn new things

Dennis M. Gborglah is a highly professional and proven process improvement professional focusing on insight-led decision-making and partnerships for enhanced and efficient growth. With extensive experience in customer experience management, operations management, and project management, Dennis has consistently achieved outstanding results. As the Head of BPO and Customer Experience Services at Zuzo Company Ltd, he successfully achieved SLA, CSAT, and NPS targets while providing exceptional customer service and rapid communications. Dennis has also held senior-level positions at reputable companies such as Starbow Airlines, Vodafone, and Airtel, where he excelled in strategic leadership, partnership management, and service recovery. His expertise includes prompt engineering, business development, retail/sales management, and technical platforms such as Salesforce, Zendesk, and PowerBI. With a Bachelor of Science in Information Technology and certifications in monitoring and evaluation, SAP, and Six Sigma,

Experience

Work history, roles, and key accomplishments

Current

Senior Operations Manaer

Current

Concentrix

Feb 2024 - Present (1 year 3 months)

Led a team of 120 agents in a fast-paced environment, overseeing project execution, quality control, and resource allocation to ensure optimal productivity and customer satisfaction for one of the biggest worldwide brands
Developed and implemented action plans based on detailed analysis of project results, reducing costs by 22.8% and improving service delivery timelines by 12.6%.
Managed complianc

Project Management Sales Communication Customer Service Data Analysis Product Management Problem Solving Excel Account Management Customer Success Leadership Negotiation Customer Support

Current

Head, BPO and Customer Experience Services

Current

Zuzo company ltd

Jan 2018 - Present (7 years 4 months)

Achieved a 30% reduction in handling time and 40% improved process efficiency through streamlined processes and automation.
Reduced operational costs by 15%, resulting in annual savings through optimized resource allocation.
Attained a 95% customer satisfaction rating and reduced complaints by 50% through enhanced service delivery and proactive engagement.

BPO Call Center Operations Call Center Support Strategy Billing Billing Management Risk Management Vendor Operations Vendor Management

Channels and Customer Service Manager

Starbow Airlines

Feb 2017 - Present (8 years 3 months)

Providing strategic leadership and direction towards achieving unequaled customer experience in line with the growth strategy through retail and other channels. Achieving impressive monthly NPS of 75%, CSAT of 88%, and reduced quarterly churn by 4.7%. Negotiated with manufacturers and suppliers favorable partnership terms to maximize returns from our financial outlay and oversaw day-to-day stock p

Sales Operations Management Call Center Operations Call Center Support Ticketing Billing Management Customer Experience Management

Workforce Manager

Vodafone Ghana

Feb 2011 - Oct 2016 (5 years 8 months)

I delivered excellent strategy and budgeting by administering over 12M USD yearly commercial spend allocation, governance, and monitoring all commercial projects and accounts. I implemented a smooth service and payment system to ensure client/partner satisfaction. I also ensured that insight from operations improved our Standard Operating Procedures and proactively mitigated commercial revenue