Derek Taylor-Nketiah - Program Coordinator / Customer Service Representat

Summary

Results-oriented Logistics and Operations Professional with an MSc in International Supply Chain Management. Skilled in managing cross-functional stakeholder relationships, resolving compliance escalations, and upholding service level agreements. Streamlined digital communication for platform partners and collaborated with internal teams to ensure operational accuracy. Experienced in optimising support procedures and taking ownership of issues from root-cause analysis to resolution.

Overview

3

years of post-secondary education

5

years of professional experience

Work history

Program Coordinator / Customer Service Representat

Azubi Africa - GetINNOtized

Accra, Greater Accra

12.2022 - 10.2024

Coordinated day-to-day project workflows, resource allocations, and operational infrastructure in conjunction with international external partners (AHK GIZ).
Managed key stakeholder relationships directly, providing comprehensive platform guidance, enforcing program rules, and achieving full alignment with strict Service Level Agreements (SLAs).
Monitored the output quality of distributed front-line teams, ensuring that communication, tracking, and customer support standards met best-in-class expectations.
Utilized collaborative digital suites (Slack, Airtable) to synthesize ad-hoc data trackers, keeping internal and external cross-functional teams constantly informed on program metrics.
Identified potential risks in advance to prevent project delays.
Conducted regular performance reviews for continuous improvement.
Facilitated cross-departmental collaboration, ensuring project success.
Maintained documentation related to all aspects of the programme execution.
Developed detailed programme schedules with careful consideration of deadlines.
Led training sessions for staff development.
Established a robust framework for tracking progress towards goals.
Fostered a positive work environment by organising team building activities.
Worked closely with senior management to align programme objectives and strategies.
Built strong relationships with stakeholders to secure ongoing support for programmes.
Collaborated with multiple departments to ensure project alignment.
Managed conflict resolution amongst team members, fostering teamwork and cooperation.
Improved programme efficiency by streamlining administrative processes.
Ensured timely completion of projects by monitoring progress regularly.
Explored new ideas and approaches by actively encouraging creativity within the team.
Managed communication channels for streamlined information flow.
Handled budget allocation tasks, ensuring optimal resource use.
Coordinated team meetings to enhance project understanding.
Streamlined data collection processes, improving accuracy in reporting.
Provided regular updates on the status of projects to key stakeholders.
Reviewed programme needs and recruited qualified staff.
Directed improvement plans.
Oversaw day-to-day activities, including organisational leadership, recruitment, office maintenance and supply and inventory management.
Coordinated, tasked and supervised staff to sustain organisational operations and champion organisational mission.
Provided ancillary support to compile and prepare programme, financial and year-end reports.
Acted as liaison between organisations, partners, stakeholders and members to promote and improve services and communication.
Formulated proposals and business plans within pre-determined area.
Managed operations in accordance with budget requirements.
Maximised employee retention by creating positive work environment.
Facilitated conferences between organisation and community members or clients, and helped communicate concerns to managing leadership.
Identified areas of improvement aimed at business goal achievement.
Created and implemented policies designed to help evaluate new programmes.
Collaborated with [Job title] to establish programme curriculum and goals.
Maintained compliance with company and legal requirements.
Analysed programme effectiveness with standard metrics.
Conducted randomized feedback surveys.
Designed all aspects of new initiative focused on [Type] area.
Implemented activity planning to deliver smooth, successful event programmes.
Monitored programme spending and budgets to meet forecasted goals.
Delivered projects to deadlines and within assigned budgets.
Produced up-to-date progress reports, enabling improved project understanding.
Prepared accurate technical documentation, maintaining clear, correct records.
Organised and led progress meetings with stakeholders and partners.
Managed daily logistics and operations to facilitate smooth-running projects.
Updated policy and procedure documentation to reflect programme demands.
Collated current data to build accurate project appraisals.
Built partner relationships to enable growth towards programme development targets.
Coordinated lifecycle project activity between internal and external stakeholders.
Supported senior teams in developing realistic, achievable project timescales.
Prepared cost estimations for improved project forecasting.
Created and distributed programme updates with clear, accurate content.
Maintained safety documentation and certifications for compliant practices.
Identified and resolved potential issues quickly to minimise project disruption.
Sourced external contractors to bridge gaps in workforce capabilities.
Promoted new projects to improve fundraising opportunities.
Presented analysis findings to key stakeholders to aid project momentum.
Facilitated staff training and development to meet project requirements.
Liaised between different teams to maintain clear and prompt communications.
Served as reliable and trustworthy team member to large teams spanning multiple disciplines.

Administrative Coordinator

Ga West Municipal Assembly

Accra, Greater Accra

10.2019 - 10.2022

Maintained strict attention to detail while managing data reconciliation, consolidating financial reports, and ensuring internal compliance across various public sector service agreements.
Collaborated with cross-functional teams, including finance and audit, to resolve complex billing and service delivery issues within target timelines.
Identified process blockages and revised communication templates, mitigating recurring issues and decreasing incoming ticket volume.
Managed digital communication for high-volume stakeholders, resolving operational queries through professional email and phone systems.

Education

Master of Science - International Supply Chain Management

Buckinghamshire New University

Wycombe

01.2025 - 01.2026

Bachelor of Business Administration - Logistics and supply chain management

Kwame Nkrumah University of Science and Technology

Kumasi

09.2018 - 09.2020

Skills

Excel analytics
Risk management
Procurement experience
Organisational acumen
Diverse team integration
Project management

Languages: English (Fluent)

Timeline