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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)