1. SOLOMON OPPONG DANSO-MENSAH
Career Profile:
Call Centre Controller (Supervisor) with over eight (8) years’ experience in customer service
delivery functions which have driven high sales and customer retention contributing to achieve
MTN Ghana customer base of over thirteen Million subscribers. Recognized for ability to work
well with no or minimum supervision in ensuring quality customer service and retention. Ability
to supervise and manage a team of 24 direct employees with responsibilities in customer
service management. I also enjoy driving new improvements.
Key Strengths Include
• Excellent communication and interpersonal skills.
• Good research analysis and presentation skills.
• Highly motivated and capable of inspiring others.
• Ability to work well with no or minimum supervision.
• Ability to work long hours.
Management Philosophy
In today's competitive world, the best way to ensure organizational success is to delight the
customer. Today's customers want responsiveness, low cost and high quality. If a company
does not meet or exceed the customers’ needs, their competitor will fill that needs.
It's no longer enough for employees to simply "embrace" change: continuous improvement must
become a way of doing business, where people actively seek improvements and where systems
and processes support and drive initiative. The work environment must be such that people
work within a culture that encourages pride in both personal and organizational
accomplishments.
Examples of Accomplishments
Process Improvement
• Embraced new technology system conversion to the Telecommunication Administration and
Billing System (TABS) in 2007 and Agility (Concierge) in 2013, which increased accuracy
and reduced turnaround time in handling customers’ complaints.
• Communicate with customer service management on customers’ issues and ensure
accuracy and timeliness of daily call center reports.
• Commended for initiative, intense customer focus and dependability in performance
evaluations of call centre staff.
Leadership
• Managed a team of over 24 direct call centre employees with responsibilities in customer
relations management.
• Mentored several call center agents and coached team members, as appropriate, to
develop skills and confidence in their ability to examine work processes, create solutions,
and measure improvements.
• Recognized for ability to develop consensus for problem resolution.
Customer Service Management
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2. • An unwavering commitment to customer service, with the ability to build productive
relationships, resolves complex issues and wins customer loyalty.
• Manage a high-volume workload within a deadline-driven environment. Resolved an
average of 100 inquiries in any given day and consistently met performance benchmarks in
all areas (speed, accuracy, volume).
• The lead "go-to" person for new staff and particularly challenging customer issues of both
new and established employees.
• Participated in numerous customer service training programmes to learn ways to enhance
customer satisfaction and improve productivity.
Training Programmes:
1. July 16-17, 2015: “Customer Service Excellence Masterclass” - organized by MTN
Ghana through African Management Services Company (AMSCO), based in Kampala-
Uganda, an affiliate of International Finance Corporation (IFC) of the World Bank Group.
2. May 27, 2015: “Leading Teams: Establishing Goals, Roles, and Guidelines” -
organized by MTN Academy.
3. May 22-25, 2015: “Developing Strategic Peer Relationships in Your Organization” -
organized by MTN Academy.
4. March 13 – May 18, 2015: “Building Trust: 3 Keys to Becoming a More Trustworthy
Leader” - organized by MTN Academy.
5. December 12, 2014: “Identifying Your Customers' Expectations” - organized by MTN
Academy.
6. July 11-12, 2014: “Going Beyond Customer Service” - organized by MTN Ghana
through Vision Consulting Services from Lawrenceville, Georgia-USA.
7. January 29-June 7, 2014: “Cross-functional Team Fundamentals” – organized by MTN
Academy.
8. June 28, 2013: “Adopting an Agile Approach to Project Management” - organized by
MTN Academy.
9. June 30, 2012-June 25, 2013: “Creating a Positive Attitude” – organized by MTN
Academy.
10. June 6, 2013: “Effective Team Communication” - organized by MTN Academy.
11. January 29-May June 5, 2014: “Customer Advocacy: Enhancing the Customer
Experience” - organized by MTN Academy.
12. January 29-April 16, 2013: “Creating a Business Execution Culture” – organized by MTN
Academy.
13. November 30-December 1, 2011: “Building a Positive Work Attitude to Provide Call
Center Customer Service Excellence” – organized by MTN Ghana through CBM
Consult.
14. March 23-24, 2010: “Customer Loyalty and Retention” – organized by MTN Ghana
through ETAL Associates.
15. February 17-18, 2010: “Industrial Fire Protection and Fighting” – Initiated by MTN
Ghana through Ghana National Fire Service.
16. February 12-13, 2010. “Intermediate Excel Training – organized by MTN Ghana.
17. 2010 MTN Companywide Information Security Awareness Training” – organized by
MTN Ghana IT Division.
18. January 28-29, 2009: “Developing Effective Communication Skills to Provide
Exceptional Customer Service” - organized by MTN Ghana through CBM Consult.
19. “2009 MTN Managing up Training” – organized by the MTN Ghana Customer Care
Training Department.
20. 2009: “Introduction to Telecommunications” – organized by MTN Academy.
21. May 17-18, 2004: “Tour Product Development & Marketing”, organized by the Georgia
State University Tourism Capacity Development Initiative in collaboration with the Tour
Operators Union of Ghana.
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3. Publications
1. July 2001: Project work (Dissertation) on “Strategies for Cultural Tourism Promotion: A
case study of the Kwafie Festival of the Dormaas”.
2. Internationalization and globalization of the hospitality industry in Ghana, strategies for the
2000s: A case study of the Coconut Groove Beach Hotel, Elmina
3. Consumer Decision-Making in the Ghanaian hotels leisure market: A case study of the
Oyster Bay hotel, Elmina.
4. Research analysis on the trends in tourism and hospitality marketing in Ghana.
Workshops & Seminars
1. October 28, 2014: “December 12, 2014: “Employee Effectiveness Workshop” -
organized by MTN Ghana.
2. October 28, 2014: “December 12, 2014: “Customer Experience 101: The Perfect 10” -
organized by MTN Ghana.
3. June 14, 2010: “MTN Culture through Values and Diversity (LIRIC 1)” - organized by
MTN Ghana LIRIC Ambassadors Team.
4. January 18, 2002: “National Action Programme to Combat Drought and
Desertification”, organized by the Environmental Protection Agency (E.P.A.) - Ho.
5. July 27-August 3, 2001: Protocol Officer of the 5th
Pan-African Historical Theatre Festival
(PANAFEST) & Emancipation Day Celebration, Cape Coast.
6. April 15-20, 2000: Protocol Officer/Tour Guide during the Association of Commonwealth
Universities Council Meeting, held at the University of Cape Coast, Cape Coast.
Achievements/Awards
• Certificate of Honour presented to Pacesetters team for being the “2014 2nd
Quarter
Platinum Award Winners” by the Customer Care Division of MTN Ghana.
• Certificate of Honour presented to Pacesetters team for being the “May 2014 Award
Winners” by the Customer Care Division of MTN Ghana.
• Winner of “MTN Ghana 2007 IT Security Quiz Award”.
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