Hi, I’m
Henry Ayim Amoako
Accra
Summary
Personal Profile Business management professional with specialization in the Telecommunication and NGO industries Specifically Call/Contact Centre Operations, strategic & project management, quality assurance, administrative and facility management and business continuity. Have over ten (10) years practical experience in Call/Contact Centre operations and management and; over eight (8) years’ experience in project management and business continuity in the telecommunication and NGO industries and over nine years’ experience in administration and facility management. Over the years, have worked as Corporate services regional manager- Africa& MEER helped built a strong team of administrative and facility managers and also establish standards and procedures consistent with corporate services operations and local laws in United Kingdom, Switzerland, Senegal, Ghana among others. Interpersonal: Great team player and a convicted relationship management person. Honest and committed leader with a positive attitude. Leading with warmth and empathy. Accountable with a strong character and Integrity. Patient, flexible and effective decision maker. Technical: Strategic and day to day management of operations. Time and personnel management, coaching and mentoring. Computer- Microsoft Suite (Word, Excel, Power Point, Publisher and Outlook), SPSS Resource and Project Management Excellent track record of successfully working with multinationals Excellent negotiation and bargaining skills Annual Budgeting and forecasts Business planning, due diligence and feasibility studies Development and management of Standard Operating Procedures Six Sigma green belt holder. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
years of professional experience
Work History
World Vision International,Africa & MEER
Corporate Service Regional Manager
01.2022 - Current
Job overview
- Implementing strategies planned by Global Real state and corporate services partnership leader.
- Manage,organize,direct and coordinate full range of activities that ensure maximum output.
- Establish standards and procedures consistent with operations across Africa & MEER.
- Negotiate lease renewal agreements.
- Ensure security and emergency preparedness.
- Directed property management program by determining requirements, planning for material equipment replacement and implementing quality control oversight.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Identified and addressed potential safety issues and liability concerns.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
- Kept properties in compliance with local, state and federal regulations.
World Vision International, Shared Service
Corporate services Manager
08.2018 - 01.2022
Job overview
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored service staff performance and provided feedback for improvement.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
World Vision Ghana, BPO Project
Shared Services Coordinator
08.2017 - 01.2018
Job overview
- Developed and implemented training programs for staff.
- Created and managed budgets, efficiently allocating resources for social and community service projects.
- Provided leadership, guidance and support to staff members.
- Established and maintained relationships with key stakeholders.
World Vision International
BPO Coordinator
04.2015 - 08.2017
Job overview
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Learned and adapted quickly to new technology and software applications.
- Organized and detail-oriented with a strong work ethic.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Manage budget and adhere to best stewardship practices.
Altel Technologies
Operations Manager
11.2014 - 03.2015
Job overview
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Analyzed and reported on key performance metrics to senior management.
- Trained and guided team members to maintain high productivity and performance metrics.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Vodafone Ghana
Team Manager
09.2011 - 10.2014
Job overview
- Coordinated team collaboration to share ideas and build best practices.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
Vodafone Ghana
Customer Service Manager
09.2005 - 01.2010
Job overview
- Held one-on-one meetings with team members to identify customer complaints and offered insight into best remedy.
- Built relationships with customers and community to establish long-term business growth.
- Coached and promoted high-achieving customer service representatives and other employees to fill leadership positions with qualified staff and boost company growth.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Supervised daily operations and sales to maximize revenue, customer satisfaction, and employee productivity.
Supra Telecom Call Centre
Customer Service Representative
09.2004 - 09.2005
Job overview
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Implemented and developed customer service training processes.
- Developed and updated databases to handle customer data.
Education
Central University College, Accra -Ghana
MBA from Finance
07.2010
University of Cape Coast, Cape Coast -Ghana
Bachelor of Science from Tourism
06.2002
Ghana National College, Cape Coast-Ghana
High School Diploma
1996
Skills
- External Security Manager
- Manager Training
- Project Manager
- Continuous improvement agent
- Change management agent
Accomplishments
- Six Sigma green belt holder
- Board member Eagles credit union
- Best Manager 2008 Vodafone Ghana
- Instrumental in establishing WVI consolidated office in Senegal.
Affiliations
Name of Course
Date
Institution
Six Sigma (Green belt )
April 2020
World Vision International
Customer Service Protocols
Sep. 2017
World Vision International
Partnering for Performance
Nov. 2017
World Vision International
People Management -Model Two
Nov. 2009
Vodafone L&D Team
Feelings for Professionals
Dec. 2008
Service Quality Institute, USA
Train the trainer program on loyal for life
Nov. 2008
Service Quality Institute, USA
Project Management
Aug. 2008
Dr. Archie Addo (USA)
Team Leaders Management Training
July 2007
Ernst & Young
Leading empowered team for service quality
April 2007
Service Quality Institute, USA
Time Management
April 2007
Ernst & Young
Performance Management
Nov. 2006
Ernst & Young
Additional Information
- Played a key role in the successful transition of BPO to Shared Services, Ghana. Worked closely with the Director of BPO in winning three local clients -PMC Ghana, C. Woermann and Cobalt Partners to add on to our client base; Championed the course in signing off partnership agreements with ISON BPO and British Council, Ghana; Best Manager Award 2008 - Awarded by Vodafone Ghana; Led a team of managers to draft and implement the voice of the customer plan; Chairman of the committee that drafted and implemented Employee appreciation plan for the Vodafone Call centre; Most valuable Front Office Manager, Vodafone Ghana. Played a key role in establishing a consolidated office in Senegal. Board member of Eagles credit union.
Timeline
Corporate Service Regional Manager
World Vision International,Africa & MEER
01.2022 - Current
Corporate services Manager
World Vision International, Shared Service
08.2018 - 01.2022
Shared Services Coordinator
World Vision Ghana, BPO Project
08.2017 - 01.2018
BPO Coordinator
World Vision International
04.2015 - 08.2017
Operations Manager
Altel Technologies
11.2014 - 03.2015
Team Manager
Vodafone Ghana
09.2011 - 10.2014
Customer Service Manager
Vodafone Ghana
09.2005 - 01.2010
Customer Service Representative
Supra Telecom Call Centre
09.2004 - 09.2005
Central University College
MBA from Finance
University of Cape Coast
Bachelor of Science from Tourism
Ghana National College
High School Diploma
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