Olivia Ababio

Experience

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  Ghana Airports Company Limited

  Jun 2012 - Sept 2012

  Customer Service Intern

  My customer service role included being:Responsible for informing customers of their flight schedules, check in, departure time.Responsible for reporting arrival and departure of flights for announcement on the PA system.Directing customers to the right terminals for departure.Ensuring customers had all information pertaining to their flight.

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  Airtel Ghana Limited

  Sept 2015 - Aug 2017

  High Value Relationship Executive at Airtel Ghana Limited

  As a relationship manager, I am responsible for the following :• Client relationship management for Diamond customers ( High Value Customers)• Ensuring high quality customer service provision and achievement of both financial and non-financial targets.• Increased revenue and ARPU by undertaking targeted upselling to Diamond customers based on LOU and customer needs and interests.• Monitoring and analyzing usage trends of Diamond subs to ensure maintained or increased customer usage to boost revenue.• Assisting in the delivery of Top Airtel Premier promises to Diamond customers• Conducting weekly health checks and insights on Diamond base and preparing reports to this effect while maintaining a regular schedule of contact via phone/on-site visits• Promoting Benefit partner offers to the Diamond base to increase patronage and decrease inactivity.• Planning and execution of monthly premier related events to facilitate customer engagement• Tracking usages and activity of engaged Diamond customers and prepare reports on impact of engagement initiatives on these customers for decision making• Conducting insights on engaged customers for customer feedback. Ensure that complaints or trouble reports from Diamond customers are fast tracked and resolved in a timely fashion• Preparing all communications pertaining to the HV team including SMS, content for artwork for benefit partners, scripts for calls. Preparing reports on team initiatives and events• Micro segmenting diamond base to achieve a deeper understanding of customer’s interests and needs. Show less

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  Vodafone

  Aug 2017 - Aug 2019

  Ultra Value Relationship Manager

  Responsible for managing the Ultra High Value customer base to ensure they are active on the Vodafone network and stay in the UHVC segment. This will be done through targeted engagement with assigned UHVCs resulting in churn prevention, customer retention and increases in revenue. • Educate assigned customers on entire UHVC proposition (UHVC offer and customer experience)• Engage and reward UHVCs on their birthdays and network anniversaries with memorable treats and/or surprises• Assist with the execution of premium and exclusive events targeted at UHVCs.• Pay courtesy calls (visits) on UHVCs in the bid to increase retention on the network.• Conduct health checks on UHVCs to ascertain reason for customer behaviour.• Effectively manage requests from UHVCs and provide timely feedback on resolution. • Assist the HVC team to identify and sign on non-telecommunication partners to offer specialised services to cater to the lifestyle needs of UHVCs• Ensure timely and consistent payment of UHVC product by target customers• Undertake targeted upselling to assigned base based on customers’ usage analysis in conjunction with CVM. • Deliver first hand new or improved exclusive, tailor-made offers and services to the UHVC base. Show less

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  World Vision

  Aug 2019 - Oct 2023

  Global Change Management and Communication Officer

  - Supports the various departments with timely, complete, accurate, and detailed communications through different channels, techniques, and research to keep internal and external stakeholders informed to minimize organizational, service, and compliance risks.-Implements measurement and monitoring approach -Develops clear operational communication plans for transformation projects and works with various project teams to ensure they are delivered effectively.-Measures effectiveness of operational change management and communications plans, make recommendations and adjustments where necessary.-Manages and facilitates the delivery of change management and communications training and subsequent follow-up activities, including effectiveness assessment.-Drives specific change tasks and deliverables, and facilitate organizational change events when required (i.e. refresher workshops. seminars, town hall). Show less

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  Mercy Center NJ

  Sept 2023 - May 2024

  Intern

  • Assist advocates with Domestic Violence victims and victims of crime by handling intakes, crisis management, counseling, and communication (virtual and in-person)• Work with staff to engage local communities, schools, and organizations to spread awareness of the services provided by Mercy Center.• Research resources to assist staff in referrals.• Assist in organizing events, workshops, and campaigns to promote awareness and education regarding domestic violence.• Facilitate the Youth with Purpose (YWP) group weekly.• Work with the Family Resource Center team, to handle intakes, crisis management.• Provide general administrative assistance to staff. Show less

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  Youth Advocate Programs, Inc.

  Sept 2024 - Oct 2024

  Youth Advocate

  Advocate for the rights and needs of youth, facilitating access to housing, education, healthcare, and legal services.Conduct assessments to identify the specific needs of each individual and develop personalized service plans.Monitor and adjust intervention plans to ensure the effectiveness of support services.Act as a liaison between youth, families, social services, educational institutions, and legal entities to promote effective communication and service delivery.Provide emotional support and mentorship, assisting young people in building life skills, resolving conflicts, and fostering personal growth.Offer crisis intervention services, managing emergency situations such as homelessness or abuse, and connecting youth with appropriate emergency resources.Maintain accurate and confidential case records, adhering to organizational policies and ethical standards. Show less

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  International Federation of Social Workers

  Sept 2024 - now

  Intern- IFSW-UN Commission

  -Co-author and Publish official Policy Statements for the Commission on the Status of Women and the Commission on Social Development-Analyze United Nations and civil society meetings, policy updates, content, and other briefings-Represent the North American IFSW team at United Nations conferences and events and identify additional opportunities for IFSW involvement and partnership-Manage communications to member countries and event participants reflective of local, regional, state, national, and global levels-Plan and execute international events as related to the United Nations and/or IFSW-Present and facilitate meetings and roundtable events-Track project tasks and deliverable components-Draft and contribute to press releases, social media, and blog posts Show less