Ziona Naadei Neequaye
@zionanaadeineequaye
Customer service leader driving process improvements and stakeholder engagement.
GhanaWhat I'm looking for
I am an experienced Business Administration professional with over seven years leading customer service operations, coaching teams, and driving digital adoption to improve client satisfaction and operational efficiency. I have designed and delivered training, developed service-level KPIs, and led initiatives that improved collection rates, reduced turnaround times, and raised satisfaction scores.
I collaborate across functions and with external stakeholders to streamline billing and account management, conduct audits, and implement process improvements. I bring hands-on experience in branch operations, sales and distribution, youth coordination, and stakeholder engagement, and I seek roles where I can apply my leadership, training, and digitalization strengths to deliver measurable results.
Experience
Work history, roles, and key accomplishments
Customer Service Head
Appolonia City
Jan 2024 - Present (2 years 5 months)
Led customer service operations for utilities and city management, driving process improvements that achieved 90% internal satisfaction, an 85% monthly collection rate, and 95% 24-hour response rate. Implemented training and KPIs that reduced payment turnaround by 20% and improved billing reliability.
Youth Facilitator
ICGC Christ Temple
Sep 2018 - Present (7 years 9 months)
Planned and facilitated youth programs and events, developed educational curricula, recruited and trained volunteers, and mentored attendees to support personal and spiritual growth.
Managed branch customer engagement and sales initiatives, increasing Closed Loop Feedback score by 10% and boosting branch digital app adoption by 50% through targeted marketing and tool rollout. Prepared performance reports and acted as branch head when delegated.
Supported branch operations promoting digital apps and products, educated customers on offerings, and escalated service issues to ensure timely resolution during national service tenure.
Education
Degrees, certifications, and relevant coursework
Power Learn Africa Academy
Advanced Certificate, Artificial Intelligence
2025 -
Enrolled in Advanced AI Safari program focused on contemporary AI tools and applications.
Central University
Bachelor of Science, Business Administration (Human Resource)
2013 - 2018
Bachelor of Science in Business Administration with a major in Human Resource Management, covering core business and HR principles.
Akosombo International School
WASSCE, General Arts
2010 - 2013
Secondary education culminating in WASSCE with a focus on General Arts subjects.
Tech stack
Software and tools used professionally
Availability
Location
GhanaAuthorized to work in
Job categories
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