Barbara Kome

Experience

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  Supra Telecom

  Jul 2003 - Sept 2004

  Customer Service Representative

   Offering premium customer service to customers. Managing and directing customer complaints in an efficient and timely manner. Marketing of company products and services. Resolving and troubleshooting of customer complaints technically. Keeping confidential information. Telemarketing skills. Transcription skills. Handling very difficult or irate customers. Communicating with customers in English and French.

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  Poly group of companies

  Mar 2005 - Jan 2006

  Personal Assistant

   Assistant to the General Manager Organising and attending daily forum meetings Taking minutes at meetings. Producing production daily reports Overseeing reports from the production units in the factory. Replies to correspondence (internet and letters). Managing GM’s appointments. Overseeing office system functionality. Doumentation, filing and records keeping Customer service management

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  Millicom (Tigo)

  Jun 2006 - May 2015

  Call Centre Supervisor

  • Planning and Organizing adequate Staffing and forecasting.• Maintaining accurate centre and team records.• Identifying training needs and providing coaching and in-house training to agents.• Monitoring work inflow of agent, products and system performance. • Administering issue escalation process and supporting resolution of urgent complaints• Supervising and reporting on all customer service activities in all contact channels and back office support.• Planning and implementing projects and events related to call centre area in order to improve performance levels and team effectiveness.• Ensuring consistent achievement of departmental KPI’s.• Achievement of Contact Centre SLA’s. • Liaising and improving processes with Stakeholders.• General office management of supplies, repairs, recruitment, team engagements and welfare.• Ensuring effective team management and assessment.• Assisting in developing and reviewing policies and procedures.• Coordinating the granting and removal of user accesses to call centre platforms and interfaces.• Complaint Resolutions – Back Office, Inbound, Social Media and Outbound.• Ensuring that call centre facilities, equipment and environment are maintained at the highest possible standards.• Social Media Management and Website e-mail response management.• Agent call monitoring and assessment.• Outbound Management.• Trouble ticket Management Show less

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  Millicom Ghana Limited (Tigo)

  Oct 2015 - Jan 2018

  Retail Branch and Customer Service Manager

  • Ensuring Branch upkeep and visibility to meet required standards.• Actively build strong relationships with clients of different functions and culture.• Supports on boarding of new team members through training and orientation.• Owning customer experience through best touch points and customer profiling.• Using customer experience and feedback to understand their business, services needs, desires and drivers.• Periodic reporting and presentations.• Making hard and fast decisions in the aid of the customer and the company.• Developing strategies and innovative ideas in achieving key KPIs.• Maintaining and controlling company’s systems and assets.• Achievement of Branch targets – Acquisition,Retention, Sales - Devices, MFS, Insurance, HVC, etc. • Creating schedules, ordering supplies and presentation of periodic reports.• Excellent queue or traffic management to ensure timely assistance to customer requests• Making recommendations to improve customer experience• Ensuring an optimal Customer Experience.• Up-selling, cross-selling and meeting all sales and company targets• Ensuring daily account reconciliation and meeting daily sales target.• Employee management and training• Employee coaching and mentoring• Monitoring and identifying customer trends for periodic analysis. Show less

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  TDI Global Ltd.

  Apr 2018 - now

  Head of Client Relationship and Training

  ● Understanding customer outcomes by communicating and analyzing customer health metrics.● Gauging customer level of engagement and providing feedback to stakeholders.● Focusing on revenue and growth of customer base.● Providing insights to customer funnel journey.● Onboarding and managing of new clients.● Driving retention and growth by understanding customer business needs.● Building and maintaining long term and rewarding relationships for both existing and prospective clients.● Managing escalations and using customer feedback to improve service or products.● Ensuring customer satisfaction and experience across all channels.● Identifying, managing of new accounts and generating leads.● Up-selling, cross-selling and meeting all sales and company targets.● Creating and monitoring a solid CRM database.● Conducting needs assessment and making required recommendation.● Preparing proposals (tailored to customer needs) and commercials.● Meeting and arranging contact with HR Heads and other company stakeholders. ● Ensuring organized and successful training implementation.● Coordinates the preparation and execution of annual training programs.● Evaluation and preparation of training reports.● Facilitating training sessions.● Reporting weekly updates and quarterly reviews to Managing Partner.● Observing client’s needs and providing professional support and advise.● Budgeting and costing of training and consultancy services.● Using Competency Assessment Solutions to determine and discover training needs. Show less