JUSTINA ABOAGYE

•Managed approximately 90% ticket queues while maintaining exceptional levels of customer service and satisfaction.
•Worked closely with engineering teams to identify, report, and resolve product defects and technical issues, ensuring continuous product improvement.
•Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
•Ensured all escalations were handled promptly and effectively, maintaining high levels of customer satisfaction.
•Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
•Facilitated the onboarding of new customers, ensuring a smooth transition and setup of services.
•Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
•Prepared quotations for clients for out-of-warranty service jobs, providing accurate and competitive pricing.
•Created customer sales orders and monitored deliveries of parts to customers by reviewing shipment document in the database to ensuring accurate order processing and timely delivery.
•Continuously evaluated and improved support processes to enhance efficiency and effectiveness, leading to 95% resolution times and better customer experiences.
•Helped streamline repair processes and update procedures for support action consistency.
•Conducted daily meetings with partnered service agents across Europe to resolve service challenges, ensuring a coordinated approach to problem-solving and customer support.

• Ensure a great customer experience in all things related to the installation and maintenance, purchasing and administration
• Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
• Book and manage service jobs and spares deliveries
• Provide updates on service status and set clear and realistic expectations for the resolution of faults
• Work closely with Customer Support Engineers
• Own the customer experience; identify and recommend improvements in processes, products and services
• Developed strong relationships with clients, resulting in repeat business and positive feedback.

• Designed tailored interventions based on individual needs assessment findings.
• Conducted comprehensive performance assessments for better understanding of individual strengths and weaknesses.
• Established clear expectations for staff members by setting realistic yet challenging performance goals.
• Created an open feedback culture, encouraging constructive criticism and continuous improvement among team members.
• Evaluated the effectiveness of implemented initiatives by tracking relevant metrics over time.
• Analyzed departmental performance metrics, identifying areas requiring improvement or intervention.
• Provided ongoing coaching and support to employees, promoting professional development and career advancement.
• Facilitated workshops and training sessions aimed at enhancing team collaboration and productivity.

• Trained new hires and tracked their performance/growth, achieving a 95% success rate in new hire performance.
• Created detailed reports on the performance of the Customer Experience Center
• Regularly updated the team with information from various departments
• Conducted surveys (NPS, CES, CSAT) and analyzed data, contributing to a 15% increase in overall customer satisfaction.
• Evaluated Customer Experience Specialists, ensuring consistent performance standards

• Self-motivated, with a strong sense of personal responsibility.
• Managing inbound and outbound calls calls per day with a 90% resolution rate.
• Excellent communication skills, both verbal and written.
• Receiving customer complaints and assisting in solving problems
• Producing Weekly report on customer complaints
• Directing customers to the nearest sales point.

• Creating public awareness about leukemia and reaching over 10,000 people through various campaigns.
• Planned and coordinated fundraising events.
• Increased donor engagement by developing and implementing targeted fundraising campaigns.
• Researched and identified potential donors.

• Assess QA feedback and collate all fails from evaluations each month
• Implementation and Coaching of individual and Target group
• Assists employees with problems concerning 'how to' perform Quality Assurance
• Customer Support
• ERP Sales Operations
• Sales Force
• Continuous well-structured performance improvement interaction sessions with target team and team individuals Set time slots for every individual CSS walk to the achieving of 100% process adherence
• Continuous review with the CSS on challenges and training needs
• Acquire individuals performance against the clear process and utilize to set clear performance growth plan
• Live listen-in/barging (monitoring): There will be live listen-in and call monitoring, with reports on the progress of employees under guidance during training periods
• Evaluate and report on individuals' progress in performance improvement
• Set milestone review points for each individual's CSS walk to achieving 100% process adherence
• Confers with management, supervisors, and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives, and technologies
• Make suggestions on improving work procedures.