Open to opportunities

Pauline Anani

@paulineanani

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Customer Experience & Operations Manager improving service, leading teams, and using CRM-driven KPIs.

Ghana

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What I'm looking for

I want to leverage my customer experience and operations leadership to improve service efficiency, coach high-performing teams, and drive results with KPI tracking and CRM-driven process improvements—building a customer-first culture and delivering measurable satisfaction gains.

I’m a highly organized, detail-oriented customer experience and operations leader with proven expertise in virtual and administrative assistance, customer service, and support roles. In my current role, I manage daily customer service operations, resolve escalated issues, and maintain high service standards while consistently meeting customer satisfaction goals.

I lead and develop customer service teams, coach staff toward performance targets, and use KPI monitoring and process improvements to reduce complaints and speed up resolution times. I also strengthen reporting through accurate CRM record-keeping, produce performance reports for data-driven management decisions, and coordinate cross-functional teams to streamline operations and improve customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience & Ops Manager

Current

NokNok Ghana

Dec 2025 - Present (7 months)

Managed daily customer service operations, improved service efficiency, and led coaching and development of customer service staff. Resolved escalated issues, monitored KPIs, and implemented process improvements to improve satisfaction and retention.

Customer Service Operations Team Leadership Customer Escalation KPIs Process Improvement Training & Coaching Cross functional Coordination Record keeping

Customer Service Representative

Ubiquity

Sep 2024 - Apr 2025 (7 months)

Responded to customer inquiries with accurate, satisfactory support and handled calls involving dissatisfied customers with empathy. Documented call details, operated MIS/telephone systems, and escalated issues for quick resolution.

Call Handling Customer Support Customer Escalation Security Protocols Reporting

Social Media Manager

Shelure LLC

Nov 2023 - Mar 2025 (1 year 4 months)

Analyzed engagement data and planned digital campaigns to build an online community. Created social content (videos/graphics), managed customer interactions via comments and direct messages, and addressed complaints with tailored solutions while tracking orders to delivery.

Social Media Content Creation Community Management Order Processing Order Tracking Complaint Resolution Customer Service

Customer Experience Agent

NokNok Ghana

Sep 2023 - Dec 2023 (3 months)

Provided customer support, assisted customers with product and service information, and resolved issues to improve first-contact resolution. Updated customer records in CRM systems and escalated complex cases for timely resolution.

Customer Support First Contact Resolutions Customer Satisfaction Customer Escalation Service standards

Technical Support Representative

Buwelo

Oct 2022 - Mar 2023 (5 months)

Diagnosed and troubleshot technical issues, providing instructions and guidance on product and service use. Delivered remote desktop support, including software installation, system updates, and documented issues and resolutions for future reference.

Technical Troubleshooting Network Troubleshooting Remote Desktop Support Installation system updates end user support Issue Resolution Product Guidance

IT Support Advisor

World University Service of Canada (Ghana)

Jun 2022 - Mar 2023 (9 months)

Provided on-site and remote technical support to support smooth operation of hardware, software, and network systems. Conducted routine maintenance and troubleshooting, facilitated IT trainings, and also performed administrative/exec-assistant tasks such as scheduling and travel arrangements.

Remote Technical Support Network Troubleshooting IT Training Administrative Support Scheduling Calendar Management Social Media Management

Consultant & Customer Service Rep

Price Water House Coopers International Ltd

Aug 2019 - Aug 2021 (2 years)

Provided consultation and strategic advice to clients while ensuring alignment with business objectives. Managed client relationships, addressed inquiries and complaints, and prepared and presented reports, proposals, and documentation for client engagements.

Client Consulting Customer Service Client Relationship Management Complaint Resolution Report Preparation Proposal Development Documentation

Client Service Rep / IT Intern

Volta River Authority

Apr 2017 - Aug 2017 (4 months)

Assisted clients with service inquiries and resolved issues to ensure customer satisfaction. Provided IT support by troubleshooting IT-related issues and monitored IT systems to ensure efficient functionality and minimal downtime.

Client Services IT troubleshooting Technical Support Confidentiality