BRENDA QUARSHIE
Accra
Summary
Dynamic and results-driven professional with extensive experience at MTN Ghana, excelling in customer engagement and credit analysis. Proven track record in driving revenue growth and enhancing customer satisfaction through strategic relationship management and effective team leadership. Adept at stakeholder collaboration and analytical problem solving, ensuring optimal credit management and minimizing bad debt.
Overview
16
16
years of professional experience
Work History
Manager, Customer Credit Control
MTN Ghana
02.2024 - Current
- Achieving revenue growth across mobile and ICT customer segments.
- Managing debt recovery across all postpaid categories, including collections, dispute resolution, and write-offs.
- Evaluate customer creditworthiness prior to onboarding.
- Identifying revenue leakages and mitigating associated risks.
- Develop and implement credit management policies and procedures to minimize bad debt and optimize revenue.
- Providing reporting and analysis on credit management performance.
- Collaborating with stakeholders such as Enterprise Business and Finance to ensure alignment and effective credit management.
- Credit limit management and monitoring to ensure compliance.
- Bad debt management: collections follow-up on suspended accounts, and further follow-up through the legal route for recovery.
- Team development and performance management.
Manager, Customer Relations
MTN Ghana
07.2019 - 01.2024
- Established and nurtured connections with key high-value customers.
- Supervised account operations for HV customers.
- Maintained high satisfaction levels for HV customers.
- Developed and executed strategies to retain and grow high-value customer base.
- Coordinated with corporate services to manage VVIPs and government officials.
- Developed loyalty rewards and initiatives for high-value customers.
- Coordinated high-value customer events, including soirees and focus group discussions.
- Handled customer grievances effectively.
- Implemented strategies to drive revenue growth.
- Collaborated with Marketing to refine products and services using customer insights.
- Facilitated resolution of team conflicts.
- Oversaw segmentation of customers.
- Monitored and achieved collection targets for postpaid accounts.
- Implemented strategic initiatives to enhance service delivery standards.
PM CONTROLLER (Relationship Management)
MTN Ghana
07.2014 - 07.2019
- Enhanced sales by promoting postpaid products and services.
- Managed portfolio of individual postpaid customers.
- Resolved data-related problems while offering guidance on phone usage.
- Managed customer requests for product and service changes with efficiency.
- Coordinate disconnection and reconnection processes as needed.
- Facilitated international roaming activation with strict procedural compliance.
- Adhered to deadlines for addressing HUR reports.
- Execute essential credit control activities within designated portfolio.
- Conducted fundamental aging analysis for receivables in designated portfolio.
- Delivered comprehensive support to Corporate Services Stakeholders.
- Managed loyalty rewards programs for high-value customers.
- Contributed input to develop policies and procedures for relationship management.
- Addressed customer complaints promptly and resolved them courteously.
- Gathered insights from customer interactions to guide Marketing Team in product development.
- Managed team performance according to established goals.
- Directed team tasks as instructed by Senior Manager.
- Conducted regular team meetings to evaluate plans and synchronize on updates.
- Acted as Senior Manager during absences.
- Assessed individual PM's monthly aging reports.
- Extract insights to direct collection process.
- Detected irregularities to prevent revenue losses.
- Identified overdue balances across portfolios to streamline collection process.
- Tracked monthly collection performance per relationship manager.
- Led project team for Staff SDP Migration.
- Directed migration of roaming subscribers to new Data Guard packages.
PM CONTROLLER (Debt Recovery)
MTN Ghana
01.2012 - 06.2013
- Liaising with the Credit Control Team to receive monthly reports on Accounts Suspended
- Ensuring the Team follows due collection process
- Driving Team performance to achieve Set Targets
- Coordinating with both Internal and External Legal Team for Final Debt Recovery follow ups
- Responsible for Provisioning for Bad Debt Internal
- Representation in the Courts for Recovery when deemed necessary
- Checking all Payment plans are followed through and Documented
- Following the due Process for Write Off of Accounts that have gone bad
PM CONTROLLER (Activation)
MTN Ghana
01.2010 - 12.2011
- Ensuring Activation requirements and processes are followed
- Verifying and validating Activations from Branches across the country
- Making sure all Activation Documents are loaded onto our Data Storage- Hummingbird
- Preparation of Monthly Reports on Activations
- Inform Branches on Updates if any on Activations
- Performing Credit Checks on monthly Activations to ensure compliance
- Steering Team's Performance on achieving Set Targets
Education
B.Sc. - Administration (Banking and Finance Option)
Central University College
01.2011
Graduate Diploma - Business Studies
Graduate School of Management
01.2004
Senior Secondary School Certificate -
Wesley Girls High School
01.2001
Master of Science - Business Analytics( Awaiting Start in Oct, 2025)
University of Ghana Business School
AccraSkills
- Analytical problem solving
- Customer engagement expertise
- Adaptability
- Negotiation skills
- Team motivation
- Leadership
- Deep commitment
- Team player
- Strong relationship-building abilities
- Analytics and Reporting
- Crisis management
- Quick learner
- Results-oriented mindset
- Credit analysis
- Strategic Thinking
- Stakeholder collaboration
Languages
- English, fluent
- Twi/Fante, fluent
- Ga, fluent
References
- Salihu Abu, Senior Manager, Customer Relations and Credit Management, 0244 301086
- Lawrence Akosen, Senior Manager, Customer Experience, Planning and Enablement, 0244 301087
Hobbies and Interests
- Imparting Knowledge to help people accomplish their best potential
- Cooking
Abilities And Skills
- Problem solving skills and Customer Focus
- Adaptable in various situations within a team, dealing with internal stakeholders and when dealing with clients.
- Negotiation skills, allowing me to deal with difficult clients effectively, achieving desired results.
- Getting the best out of others and motivating a team to ensure results are delivered, through leadership by example.
- Ambitious and passionate to add value as part of a team.
- A good Team player with interpersonal skills
- Able to multitask and manage pressure effectively
- A fast Learner and committed to achieving desired results
Trainings And Conferences
- Accredited Customer Experience Professional, 03/01/19
- Achieving Performance Excellence, 02/01/19
- Supervisor as a Coach, 07/01/18
- CVM Bronze Training, 08/01/18
- Festival of Ideas( Legacy and Legacy), 01/01/18
- Micro Flight, 01/01/17
- Design Thinking, 11/01/17
- Crucial Conversation, 01/01/16
- Customer Experience Masterclass, 01/01/16
- Key Account and Relationship Management, 01/01/09
- Account Management Workshop, 03/01/08
- Effective Credit Management, 10/01/06
- Service Excellence for Credit Management, 01/01/06
- Building Relationship( Knowledge Forum), 01/01/06
Timeline
Manager, Customer Credit Control
MTN Ghana
02.2024 - Current
Manager, Customer Relations
MTN Ghana
07.2019 - 01.2024
PM CONTROLLER (Relationship Management)
MTN Ghana
07.2014 - 07.2019
PM CONTROLLER (Debt Recovery)
MTN Ghana
01.2012 - 06.2013
PM CONTROLLER (Activation)
MTN Ghana
01.2010 - 12.2011
B.Sc. - Administration (Banking and Finance Option)
Central University College
Graduate Diploma - Business Studies
Graduate School of Management
Senior Secondary School Certificate -
Wesley Girls High School
Master of Science - Business Analytics( Awaiting Start in Oct, 2025)
University of Ghana Business School
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