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Godfred Asare-Sintim Kofi CV '16

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Mr. Godfred Asare-Sintim

Godfred Asare-Sintim Kofi is an experienced Outbound Operations Manager and Quality Assurance Supervisor with over 10 years of experience in customer service and operations management roles. He has a proven track record of exceeding targets and leading high-performing teams. Currently, he is looking for a new managerial role to further develop his skills and contribute to business growth.

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Ffdf P.O Box WU 717, Kasoa ♦T: 233(0)266-000143_ (0)206000143 ♦ E: gsintim2020@gmail.com / sintimasare@yahoo.com Godfred Asare-Sintim Kofi Outbound Manager – Airtel - Ghana Operations PERSONAL SUMMARY Outbound Operations manager/Quality Assurance Supervisor with experience of successfully coordinating the activities of Outbound and QA departments concerned with Upselling, Inactivity & Churn Prevention, Coaching, Monitoring and process management & Customer services. Comfortable working with people of all levels and having an excellent commercial approach to solving problems and developing business processes, Having proven people management skills, with the ability to manage performance and motivate Agents on an individual and team level. Now looking for a new and challenging managerial, one which will make best use of my existing skills and experience and also further my personal and professional development KEY SKILLS AND COMPETENCIES  Management Skills  Managing Customer Services in a multi services environment  Strong administrative and organizational skills  Achieving and Exceeding set Targets  Handling complex customer complaints or enquiries  Projects and process management  Leadership and People Management Skills  Relationship Management and Mobilization Skills  Accountability, Conflict Management and Team Work  Time Management/Planning and Result Driven  Self-Effectiveness and Business Acumen  Taking Initiatives and Continuous Learning, Integrity, Flexibility and Adaptability  Visionary, Understanding Business Strategy and Organizational Understanding  Service & Target Oriented, Customer Centric, Problem Solving and Decision Making  Personal Skills  Computer Literate, good in Microsoft office suite, MIS Reporting and Data analysis  Excellent written and oral presentation skills  Hands-on exposure on various Mobile VAS Platforms; Interactive Voice Response
Outbound Manager – Airtel - Ghana Operation Roles and Responsibilities: ♦ Tech Mahindra BPO(Airtel) ♦ June 2010 to Date  Manage the Outbound call center processes : Conducting Outbound call processes  Set daily, weekly and monthly KPIs  Supervising the outbound call centre team in conducting outbound campaigns.  Collating and reporting on outbound customer retention campaign feedbacks.  Ensure client quality targets are met & exceeded  Client communication: Reviews, Business planning/forecasting, Escalations  Conduct periodic & need driven team reviews & meetings  Monitoring ongoing process by identifying current state of the process, any objectives still to be achieved and comparing the current performance to the predefined baseline  Being responsible for the end-to-end performance of the team  Driving process improvement activities and creating incentives Customer Care Outbound Upselling Team Lead Roles and Responsibilities: ♦ Tech Mahindra BPO(Airtel) ♦ Sept. 2013 – Date  Upsell and Cross sell Airtel Products and Services to ensure customer satisfaction and retention  Ensure Team and Individual agents Meet and exceed set targets  Compile and analyse quantitative and qualitative reports and transmit it to the appropriate departments for the purposes of customer satisfaction projects, products and services.  Monitor and maintain performance standards – real time & quality monitoring.  Empowering team members by giving them ownership and responsibility for the improvement of an Upselling process  Executing monthly Target projects by appointing team prefects who ensure partially daily activities in the team and achievement of the set targets.  Mobilized GHC 3,192,810.30 within 10 months with a team of 30 agents.  Conduct coaching and training on (Promotions , Products and Services)  Ensure consistent standards of service excellence through quality monitoring practices and implementation of continuous improvement initiatives.
Customer Care Operation and Quality Assurance Support Supervisor ♦ Tech Mahindra BPO(Airtel) ♦ January. 2015 - Date Roles and Responsibilities:  Provision of hands-on support and guidance, coaching and training  Monitor and maintain performance standards, and Identify areas of development to ensure continuous improvement  Ensure availability of support tools, equipment and systems  Ensure agents adherence to verbiages  Ensure improvement in Operations/Centre Quality score targets are achieved through a well programmed activity.  Conduct quality monitoring against defined criteria and real time monitoring  Ensure schedule adherence and Interpret, communicate performance results on daily, weekly and monthly basis  Certification of newly employed associates  Collate all call classification types and determine reasons for the call  Conduct daily call trend analysis to determine areas that need to be addressed  Ensure associate meet their KRA/KPI Disciplinary Committee Chairman ♦ Tech Mahindra BPO(Airtel) ♦ February 2015 to Date Roles and Responsibilities:  To manage employees conducts and behavior in accordance with company code of conduct.  Meet to resolve issues concerning misconducts and ensure discipline.  Create employee awareness on the Company’s Disciplinary Policy.  Sanction employees found to have engaged in behaviors contrary to the disciplinary policy. Customer Care Executive ♦ Zain (Gh) Telecommunication ♦ September 2008 to February 2010 Roles and Responsibilities:  Handling customer complains, queries and request  Escalating customer issues for resolution  Providing first hand information to customers  Upsell and Cross sell products and services to customers
 Handling customer complains, queries and request  Escalating customer issues for resolution  Providing first hand information to customers Client Executive Officer ♦ Barclays Bank-Osu Prestige ♦ May 2007-October 2007 Roles and Responsibilities:  Selling of Bank’s products {accounts, loans and fixed deposits}  Prospecting for new customers  Performed background investigations of customers.  Opening and KYC of accounts  Loans facilitating and processing  Achieve Sales and Service targets  Manage Customer Complaints and Feedbacks Mathematics Tutor ♦ Akim- Swedru Senior High School ♦ July 2006-September 2007 Roles and Responsibilities:  Classroom Management- Handling Core & Elective Mathematics Subjects  Preparation and Delivery of Lesson Notes  Guidance and Counselling of Students KEY ACHIEVEMENTS/ PROJECTS & TRAINING  Six Sigma Yellow Belt  Certificate of Honor Five (5) Years of Excellent Performance (2011-2016) Zain/Tech Mahindra Certificates of Achievement  Microsoft Enterprise Project Management (MSEPM)  Business Analysis  Change Management  Project Management  Sigma SMP Overview  Corporate Sustainability
REFERENCES Name: Theodore Ntumy Address: Tech Mahindra GH Accra Assistance Operations Manager Tel: +233266000160  Code of Conduct  Rise to Win  TechM Internal Security BSG - Level 1  Anti-Sexual Harassment Mandate (ASH)  and Code of Ethical Business Conduct Mandate (CEBC)  Pat on the Back (Excellent Performance Award) Tech Mahindra BPO Q2(July- September,2014)  Pat on the Back (Excellent Performance Award) Tech Mahindra BPO Q3(Oct-December,2014)  Best Manager (Excellent Performance Award) Tech Mahindra BPO Q1 &Q2(2012-13)  Best Team Leader (Excellent Performance Award) Tech Mahindra BPO Q4(2011-12)  Zain (Gh)Telecommunication Idea Recognition (Award) July, 2009 The development of a toolkit to make it easier for the call center agents to provide customers with information easy  Zain (Gh)Telecommunication (Two weeks project @ PMO) December 2008 Network testing, evaluation and competitive analysis with other competitors to text the readiness of Airtel for launch  Techmahindra Ghana Interpersonal Skills Training 2013  Techmahindra Ghana Avaya Proactive Contact Systems Training 2013 • Avaya Proactive Contact(Dialer) & Predictive Dialer(Outbound) • Avaya Proactive Contact Supervisor
Zain Communications Ghana Limited Introduction to GSM Technology 2008 Sales and Selling Skills Customer Handling Skills Customer Care Processes and Procedures EDUCATION University of Cape Coast Bachelor of Education (Mathematics) Adisadel College - Cape Coast (SSCE)- (General Science) Organizational Membership:  Chairman of Techmahindra Disciplinary Committee  P.T.A Chairman, Dortmart Royal School  Assistant Pastor-Bless Chapel International -( Sept.2001 – June 2005) (January 1995 – November 1997)
Godfred Asare-Sintim Kofi CV '16

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Godfred Asare-Sintim Kofi CV '16

  • 1. Ffdf P.O Box WU 717, Kasoa ♦T: 233(0)266-000143_ (0)206000143 ♦ E: gsintim2020@gmail.com / sintimasare@yahoo.com Godfred Asare-Sintim Kofi Outbound Manager – Airtel - Ghana Operations PERSONAL SUMMARY Outbound Operations manager/Quality Assurance Supervisor with experience of successfully coordinating the activities of Outbound and QA departments concerned with Upselling, Inactivity & Churn Prevention, Coaching, Monitoring and process management & Customer services. Comfortable working with people of all levels and having an excellent commercial approach to solving problems and developing business processes, Having proven people management skills, with the ability to manage performance and motivate Agents on an individual and team level. Now looking for a new and challenging managerial, one which will make best use of my existing skills and experience and also further my personal and professional development KEY SKILLS AND COMPETENCIES  Management Skills  Managing Customer Services in a multi services environment  Strong administrative and organizational skills  Achieving and Exceeding set Targets  Handling complex customer complaints or enquiries  Projects and process management  Leadership and People Management Skills  Relationship Management and Mobilization Skills  Accountability, Conflict Management and Team Work  Time Management/Planning and Result Driven  Self-Effectiveness and Business Acumen  Taking Initiatives and Continuous Learning, Integrity, Flexibility and Adaptability  Visionary, Understanding Business Strategy and Organizational Understanding  Service & Target Oriented, Customer Centric, Problem Solving and Decision Making  Personal Skills  Computer Literate, good in Microsoft office suite, MIS Reporting and Data analysis  Excellent written and oral presentation skills  Hands-on exposure on various Mobile VAS Platforms; Interactive Voice Response
  • 2. Outbound Manager – Airtel - Ghana Operation Roles and Responsibilities: ♦ Tech Mahindra BPO(Airtel) ♦ June 2010 to Date  Manage the Outbound call center processes : Conducting Outbound call processes  Set daily, weekly and monthly KPIs  Supervising the outbound call centre team in conducting outbound campaigns.  Collating and reporting on outbound customer retention campaign feedbacks.  Ensure client quality targets are met & exceeded  Client communication: Reviews, Business planning/forecasting, Escalations  Conduct periodic & need driven team reviews & meetings  Monitoring ongoing process by identifying current state of the process, any objectives still to be achieved and comparing the current performance to the predefined baseline  Being responsible for the end-to-end performance of the team  Driving process improvement activities and creating incentives Customer Care Outbound Upselling Team Lead Roles and Responsibilities: ♦ Tech Mahindra BPO(Airtel) ♦ Sept. 2013 – Date  Upsell and Cross sell Airtel Products and Services to ensure customer satisfaction and retention  Ensure Team and Individual agents Meet and exceed set targets  Compile and analyse quantitative and qualitative reports and transmit it to the appropriate departments for the purposes of customer satisfaction projects, products and services.  Monitor and maintain performance standards – real time & quality monitoring.  Empowering team members by giving them ownership and responsibility for the improvement of an Upselling process  Executing monthly Target projects by appointing team prefects who ensure partially daily activities in the team and achievement of the set targets.  Mobilized GHC 3,192,810.30 within 10 months with a team of 30 agents.  Conduct coaching and training on (Promotions , Products and Services)  Ensure consistent standards of service excellence through quality monitoring practices and implementation of continuous improvement initiatives.
  • 3. Customer Care Operation and Quality Assurance Support Supervisor ♦ Tech Mahindra BPO(Airtel) ♦ January. 2015 - Date Roles and Responsibilities:  Provision of hands-on support and guidance, coaching and training  Monitor and maintain performance standards, and Identify areas of development to ensure continuous improvement  Ensure availability of support tools, equipment and systems  Ensure agents adherence to verbiages  Ensure improvement in Operations/Centre Quality score targets are achieved through a well programmed activity.  Conduct quality monitoring against defined criteria and real time monitoring  Ensure schedule adherence and Interpret, communicate performance results on daily, weekly and monthly basis  Certification of newly employed associates  Collate all call classification types and determine reasons for the call  Conduct daily call trend analysis to determine areas that need to be addressed  Ensure associate meet their KRA/KPI Disciplinary Committee Chairman ♦ Tech Mahindra BPO(Airtel) ♦ February 2015 to Date Roles and Responsibilities:  To manage employees conducts and behavior in accordance with company code of conduct.  Meet to resolve issues concerning misconducts and ensure discipline.  Create employee awareness on the Company’s Disciplinary Policy.  Sanction employees found to have engaged in behaviors contrary to the disciplinary policy. Customer Care Executive ♦ Zain (Gh) Telecommunication ♦ September 2008 to February 2010 Roles and Responsibilities:  Handling customer complains, queries and request  Escalating customer issues for resolution  Providing first hand information to customers  Upsell and Cross sell products and services to customers
  • 4.  Handling customer complains, queries and request  Escalating customer issues for resolution  Providing first hand information to customers Client Executive Officer ♦ Barclays Bank-Osu Prestige ♦ May 2007-October 2007 Roles and Responsibilities:  Selling of Bank’s products {accounts, loans and fixed deposits}  Prospecting for new customers  Performed background investigations of customers.  Opening and KYC of accounts  Loans facilitating and processing  Achieve Sales and Service targets  Manage Customer Complaints and Feedbacks Mathematics Tutor ♦ Akim- Swedru Senior High School ♦ July 2006-September 2007 Roles and Responsibilities:  Classroom Management- Handling Core & Elective Mathematics Subjects  Preparation and Delivery of Lesson Notes  Guidance and Counselling of Students KEY ACHIEVEMENTS/ PROJECTS & TRAINING  Six Sigma Yellow Belt  Certificate of Honor Five (5) Years of Excellent Performance (2011-2016) Zain/Tech Mahindra Certificates of Achievement  Microsoft Enterprise Project Management (MSEPM)  Business Analysis  Change Management  Project Management  Sigma SMP Overview  Corporate Sustainability
  • 5. REFERENCES Name: Theodore Ntumy Address: Tech Mahindra GH Accra Assistance Operations Manager Tel: +233266000160  Code of Conduct  Rise to Win  TechM Internal Security BSG - Level 1  Anti-Sexual Harassment Mandate (ASH)  and Code of Ethical Business Conduct Mandate (CEBC)  Pat on the Back (Excellent Performance Award) Tech Mahindra BPO Q2(July- September,2014)  Pat on the Back (Excellent Performance Award) Tech Mahindra BPO Q3(Oct-December,2014)  Best Manager (Excellent Performance Award) Tech Mahindra BPO Q1 &Q2(2012-13)  Best Team Leader (Excellent Performance Award) Tech Mahindra BPO Q4(2011-12)  Zain (Gh)Telecommunication Idea Recognition (Award) July, 2009 The development of a toolkit to make it easier for the call center agents to provide customers with information easy  Zain (Gh)Telecommunication (Two weeks project @ PMO) December 2008 Network testing, evaluation and competitive analysis with other competitors to text the readiness of Airtel for launch  Techmahindra Ghana Interpersonal Skills Training 2013  Techmahindra Ghana Avaya Proactive Contact Systems Training 2013 • Avaya Proactive Contact(Dialer) & Predictive Dialer(Outbound) • Avaya Proactive Contact Supervisor
  • 6. Zain Communications Ghana Limited Introduction to GSM Technology 2008 Sales and Selling Skills Customer Handling Skills Customer Care Processes and Procedures EDUCATION University of Cape Coast Bachelor of Education (Mathematics) Adisadel College - Cape Coast (SSCE)- (General Science) Organizational Membership:  Chairman of Techmahindra Disciplinary Committee  P.T.A Chairman, Dortmart Royal School  Assistant Pastor-Bless Chapel International -( Sept.2001 – June 2005) (January 1995 – November 1997)