Ernestine Delali Adjo
Accra
Summary
Personable and dedicated digital and social media Representative and digital marketing practitioner with extensive experience. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with internal and external clients.
Good communication skills and utmost professional integrity.
Motivated to maintain customer satisfaction and contribute to company success. Ability to work with virtual product and content development teams. Articulate, enthusiastic and results-oriented with a demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Social Media and Digital Channel Officer
Scancom PLC MTN GHANA
06.2022 - Current
- Supervise digital channels to ensure consistent customer engagement from MTN is implemented across channels
- Focus on proactive customer engagement and positive sentiment mining on social media channels.
- Drive customer engagement KPIs (Response and Resolution time) to achieve business results Monitor the MTN Ghana website to ensure all information is up to date.
- Develop test criteria and provides input to the test plans and deployment plan as well as review and sign off on test cases
- Manage Social Media volume management strategy to reduce call volumes
- Collaboration with the digital marketing team to drive positive social conversation and maintain guidelines for the brand tone of voice and responses
- Lead, design and facilitate Customer feedback and insight drive from social media sentiments to improve management capability of business intelligence.
- Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
- Work with off-site teams to complete timely tests and facilitate smooth product releases.
- Encouraged and motivated 60+ co workers to meet production deadlines and goals.
- Coordinated employee schedules according to shift changes and availability.
- Determine clearest and most logical way to present information and instructions for greatest reader comprehension for customers.
- Provide editing, fact-checking and proofreading for various articles on MTN help center.
Customer Service Representative
Scancom PLC MTN Ghana
09.2018 - 12.2021
- Assessed customer needs and upsell products and services to maximize sales.
- Set up and activated customer accounts.
- Trained new employees on procedures and policies to maximize team performance.
- Cross-selling and upselling of MTN products
- Manage and Supervise LRS centres
- Drive 4G conversations and internet activities
- Weekly reporting
- Assist and take up supervision roles in the absence of the branch head.
Administrative Assistant
Goimself Auto company Limited
08.2017 - 02.2018
- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
- Support the development of digital marketing plans.
- Researching, preparing fact-checking, editing, and producing professional media and communications materials for various audiences and ensuring their timely dissemination
- Researching, preparing fact-checking, editing, and producing professional media and communications materials for various audiences and ensuring their timely dissemination
- Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
IT Assistant
Electricity company of Ghana
09.2013 - 07.2014
- Assisted with Setting up and configuring systems using hardware and software applications.
- Supported IT manager, with department administrative duties.
- Installed, configured and set up PCs in stores for optimal operation and reporting.
- Supported employees with advanced troubleshooting on helpdesk tickets.
- Organized repair and replacement of PC components and systems.
- Updated and reconfigured existing and new computers with current software and operating systems.
Health Promotion Assistant Volunteer
Magaret Marquart Hospital
05.2012 - 06.2014
- Performed basic diagnostic procedures such as blood pressure, breast cancer, or communicable disease screening.
- Worked successfully with diverse coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Report writing and public health education.
Education
Master of Science - Marketing
Kwame Nkrumah University of Science And Technology
Kumasi, Ghana06.2022
Certificate - Digital Marketing
Columbia Business School
Columbia, USA10.2019
Bachelor of Science - Information Technology
Data Link University
Tema, Ghana12.2018
Diploma - Hardware And Networking
Data Link Pre University
Kpando, Ghana10.2012
Skills
- Innovative, ability to take initiative and result oriented
- Excellent planning and organizing skills
- Executive team leadership
- Excellent drafting, reporting, good verbal communication and presentation skills
- Excellent interpersonal/teamwork skills
- Ability to manage self and be a team player
- Ability to focus on priorities and plans, share knowledge effectively
- Global thinker, Analytical thinker and problem-solving abilities
- Good creative skills and fast learner
Certification
- Idea Factor Seminar, Entrepreneurship -August 2017
- Ghana Tertiary Women’s Conference, Women in Power -February 2017
- Idea Factor Seminar, Leadership -September 2018
- Initial Public Offering Seminar (April 2018) - SCANCOM LTD 2020
- Compliance and information security training November 2022- SCANCOM LTD
- Data Protection Seminar November 2022- SCANCOM LTD
- Digital skills training and capacity building-March 2023 - SCANCOM LTD
Languages
English
Advanced
C1
Ewe
Proficient
C2
Twi
Upper Intermediate
B2
Additional Information
Referees
To be provided on request
Timeline
Customer Social Media and Digital Channel Officer
Scancom PLC MTN GHANA
06.2022 - Current
Customer Service Representative
Scancom PLC MTN Ghana
09.2018 - 12.2021
Administrative Assistant
Goimself Auto company Limited
08.2017 - 02.2018
IT Assistant
Electricity company of Ghana
09.2013 - 07.2014
Health Promotion Assistant Volunteer
Magaret Marquart Hospital
05.2012 - 06.2014
Master of Science - Marketing
Kwame Nkrumah University of Science And Technology
Certificate - Digital Marketing
Columbia Business School
Bachelor of Science - Information Technology
Data Link University
Diploma - Hardware And Networking
Data Link Pre University
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