Open to opportunities

mavis maccafui

@mavismaccafui

Message

Dedicated Customer Service and Quality Assurance professional.

Ghana

Message

What I'm looking for

I am looking for a role that fosters continuous improvement, values teamwork, and offers opportunities for professional growth.

I am a dedicated Customer Service and Quality Assurance professional with a proven track record in the BPO industry. My commitment to delivering exceptional customer experiences has empowered teams to achieve peak performance. I have developed strong leadership skills and a passion for continuous improvement, which I apply in every role I undertake.

Currently, I work as a Customer Service Quality Assurance Analyst at Teleperformance, where I conduct evaluations and provide constructive feedback to enhance agent performance. My experience spans various roles, including Quality Analyst and Customer Service Representative, where I have consistently driven operational excellence and compliance with client standards. I thrive in environments that challenge me to innovate and improve processes.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Quality Assurance Analyst

Current

Teleperformance/Majorel Limited

Jan 2023 - Present (2 years 4 months)

Responsible for monitoring and evaluating technical support agents' interactions, ensuring compliance with client SLAs, and providing feedback for performance improvement. Conducts training sessions and develops strategies to enhance team performance.

Quality Assurance Customer Service Coaching Performance Data Analysis Training Development Communication Team Leadership Zendesk

Customer Service Quality Analyst

Concentrix/Webhelp Limited

Jan 2022 - Jan 2023 (1 year)

Conducted audits and evaluations of call agents to ensure compliance with client processes. Facilitated calibration sessions and developed action plans for performance improvement.

Quality Assurance Customer Service Auditing Coaching Performance Metrics Compliance Team Collaboration Communication Training Zendesk

Customer Service Associate

Sporty Group

Jan 2021 - Jan 2022 (1 year)

Assisted customers with queries via chat and email, resolved payment issues, and provided product recommendations. Helped improve user experience on the website and app.

Customer Service Communication Problem Solving Product Knowledge User Experience Payment Processing Training Email Support Chat Support

Quality Analyst

Ison Xperiences (MTN Group)

Jan 2020 - Jan 2021 (1 year)

Audited customer service agents' work and provided coaching to ensure compliance with performance metrics. Documented test cases for regression analysis.

Quality Assurance Auditing Coaching Customer Service Performance Metrics Documentation Communication Team Collaboration Analysis Compliance

Customer Service Representative

Ison Xperiences (MTN Group)

Jan 2019 - Dec 2019 (11 months)

Provided customer support through phone interactions, identified customer needs, and ensured excellent service delivery. Assisted in training new agents.

Customer Service Communication Problem Solving Training Product Knowledge Relationship Management Feedback

Administrative Assistant

School of Arts - University of Ghana

Jan 2018 - Feb 2018 (1 month)

Managed phone calls, scheduled meetings, and maintained office supplies. Served as a point of contact for staff and external stakeholders.

Administrative Support Communication Scheduling Document Management Office Management Customer Service Team Collaboration Time Management Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Ghana

Bachelor of Arts, Archaeology and Theatre Arts

2013 - 2017

Studied Archaeology and Theatre Arts, focusing on the historical and cultural significance of artifacts and performance arts. Developed skills in research, analysis, and critical thinking.