Kingsford Frimpong
Almere
Summary
Seasoned customer experience professional successful at Leading teams to improve customer satisfaction and cost effectiveness through efficiencies and process standardization.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Head of CX Service Enablement
Sonos
07.2021 - 12.2023
- Remotely managed a global team of (Sr.) Customer experience managers and specialists across the United States, EMEA, China and Australia
- Created and implemented business strategies, increasing customer satisfaction and cost effectiveness
- Managed large-scale crossfunctional projects and introduced new systems, tools, and processes to achieve CX objectives.
- Managed customer service effectiveness by monitoring performance and assessing metrics of our outsourced support partners
- Implemented Standard Operating Procedures to maximise efficiency and repeatability of CX operations.
- Evaluated hiring, firing, and promotions requests.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Represented the CX function as part of the EMEA leadership team
- Fosterd a culture of engagement, excitement, and affiliation that drives high customer and employee satisfaction to create loyalty and a top notch (or epic) Customer Experience
Sr. Manager Customer Experience EMEA
Sonos
10.2020 - 07.2021
- Manage, develop, motivate and provide guidance over a high-performing team of CX Managers, Specialists and CX Analysts to ensure the team meets and exceeds goals and objectives
- Manage outsourced partner performance to the expectations defined in the Statement of Work and hold locations accountable for performance.
- Partner with peers and senior Customer Experience management to develop and execute strategic plans in support of our Company vision
- Partner with stakeholder groups to implement supporting tools and technology in support of operational objectives
- Identify and lead process improvements and partner with Customer Experience management to drive a consistent, scale-able and process driven approach to Customer Experience
- Foster a culture of engagement, excitement, and affiliation that drives high customer and employee satisfaction to create loyalty and a top notch (or epic) Customer Experience
- Partner with CX functions to develop workforce plan and interview, train and on-board new hires.
Country Manager CX EMEA
Sonos
01.2017 - 10.2020
- Managed a team of Customer experience Team Leads and Technical Specialists.
- Created and implemented contact channel strategies, increasing customer satisfaction and time to resolution.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve CX objectives.
- Managed customer service performance by monitoring and assessing metrics of inhouse and outsourced support agents.
- Closely collaborated with the EMEA Sales and Marketing teams to synergies EMEA operations.
Team Leader CX EMEA
Sonos
12.2013 - 12.2016
- Managed, developed, motivated and provided guidance over a high-performing team of Technical support professionals
- Partner with stakeholder groups to implement supporting tools and technology in support of operational objectives
- Identify and lead process improvements and partner with Customer Experience management to drive a consistent, scale-able and process driven approach to Customer Experience
Business Analyst
ACN Europe
09.2012 - 07.2013
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Generated business intelligence reports to inform strategic decision-making.
Technical Trainer
ACN Europe
12.2008 - 08.2012
- Oversaw technical documentation, instruction and evaluation to meet Technical support education initiatives.
- Compiled Technical support training and assessment resources based on understanding of technical processes and skills-development needs.
- Led syllabus preparation based on detailed breakdowns of technical concepts.
- Acted as second-tier technical resource for helpdesk and assisted with answering technical questions.
Supervisor
Stream Global Services
12.2007 - 12.2008
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and performance.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Mentored newly hired employees on providing top notch technical customer service
Technical Support Representative
Stream Global Services
01.2005 - 11.2007
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to network related technical support needs.
Education
Propaedeutics - Accounting
InHolland - HBO
Netherlands09.2006
High School Diploma -
Caland Lyceum
Netherlands06.2004
Skills
- Proven leadership skills, including ability to attract, develop, motivate and retain top performers
- Metric driven: able to conceptually understand and analyze data to support business decisions
- Ability to set goals, prioritize and execute strategic initiatives as well as the capability to leverage CRM systems, workforce management tools, business intelligence platforms, and other technologies
- Proficient in understanding and guiding CX Managers and Specialists through Lean Six Sigma methodology to deliver predictable and tangible results
Certification
- Harvard Business School - TLC Leaders Program
- COPC certification for call centers
Additional Information
Founder and owner of KANAKA. Primary school, Junior High school, and vocational study provider in Ghana
Languages
Dutch, English
Native language
German
Proficient
C2
Timeline
Head of CX Service Enablement
Sonos
07.2021 - 12.2023
Sr. Manager Customer Experience EMEA
Sonos
10.2020 - 07.2021
Country Manager CX EMEA
Sonos
01.2017 - 10.2020
Team Leader CX EMEA
Sonos
12.2013 - 12.2016
Business Analyst
ACN Europe
09.2012 - 07.2013
Technical Trainer
ACN Europe
12.2008 - 08.2012
Supervisor
Stream Global Services
12.2007 - 12.2008
Technical Support Representative
Stream Global Services
01.2005 - 11.2007
Propaedeutics - Accounting
InHolland - HBO
High School Diploma -
Caland Lyceum
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