Summary
Overview
Work History
Education
Skills
Certification
Singing, Beading, Braiding hair, Dancing
References
Timeline

Emily Kwaa

Langhorne,PA

Summary

Self-driven Research Assistant pursuing a doctoral degree in Curriculum and Instruction and majoring in administration and Leadership Studies. Highly skilled in conducting research, writing memos and summary reviews, and creating organized filing systems and data repositories. Detail-oriented and committed to advancing understanding of Creating Academic Service Excellence in Higher Education. Well-versed in managing classrooms and maintaining student records. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Graduate Research Assistant

University Of West Florida
08.2018 - 08.2022

    Department of Educational Research and Administration Fall 2021-2022

    • Updated students records for the Ed.D program

    • Created reports and documents as requested by the office manager

    • Handled students complaints calmly and professionally, resolving students issues in a timely manner

      • Center for Entrepreneurship Summer 2019-2021

      • Conducted research for the Center for Entrepreneurship

      • Organized campus engagement events

      Department of Educational Research and Administration Fall 2018-2019

      • Contributed to the development of research proposals, securing funding for critical projects.
      • Enhanced research quality by conducting thorough literature reviews and synthesizing findings.

        • • Reviewed manuscripts for graduating doctoral students

        • Assisted students with locating student information

        recognized and responded to students individual needs and learning styles

Call Center Supervisor/Trainer Resource Person

Electricity Company Of Ghana, ECG
10.2010 - 08.2020
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Reduced average handle time through the implementation of effective call-handling techniques and scripts.
  • Increased first-call resolution rates to 78% by equipping agents with comprehensive knowledge of products and services.
  • Developed training programs to enhance agent skill sets, leading to improved performance metrics across board.
  • Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
  • Supervised 22 Inbound Call Center Agents in providing excellent customer service to callers requiring assistance for billing errors and disconnection issues

Revenue Management Officer

Electricity Company Of Ghana, ECG
05.2005 - 09.2010
  • Improved overall department efficiency to 80% by streamlining processes and implementing new policies.
  • Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
  • Increased employee satisfaction with constructive performance evaluations and targeted feedback.
  • Boosted team morale through recognition programs, resulting in higher productivity levels.
  • Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
  • Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
  • Prepared and submitted detailed monthly reports regarding assignments and ongoing investigations.

Customer Relations Officer

Electricity Company Of Ghana, ECG
12.2000 - 04.2005
  • Enhanced customer satisfaction by promptly addressing and resolving concerns.
  • Implemented new strategies for improving customer service, resulting in increased loyalty and repeat business.
  • Managed high volume of inbound calls, efficiently responding to customer inquiries and resolving issues.
  • Developed personalized solutions for customers'' needs, fostering strong relationships and driving brand loyalty.
  • Collaborated with team members to identify areas for improvement in customer service delivery, resulting in better overall performance.
  • Actively listened to customers'' feedback and communicated their needs to the management team, leading to targeted improvements.
  • Maintained detailed records of customer interactions, tracking trends and identifying opportunities for process improvements.
  • Assisted customers with product selection based on their unique requirements while also upselling additional features or services when appropriate.

Teacher/Academic Advisor

Ghana Senior High School
11.1999 - 11.2000
  • Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
  • Increased student literacy rates by implementing targeted reading strategies in individualized instruction plans.
  • Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
  • Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
  • Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
  • Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
  • Supported students in developing social skills through structured activities and positive reinforcement techniques.
  • Graded and evaluated student assignments, papers, and course work.
  • Advised and counseled students to help them develop skills and knowledge required to succeed.
  • Created and developed lesson plans to meet students' academic needs.

Substitute Teacher, K-12

SDA Elementary School
11.1993 - 11.1994
    • Improved student comprehension by utilizing a variety of teaching methods tailored to individual learning styles.
    • Enhanced classroom engagement by incorporating hands-on activities and group projects.
    • Increased parent involvement in the educational process through regular communication and collaboration on student progress.
    • Developed strong relationships with students, fostering a positive learning environment and encouraging personal growth.
    • Supported students in developing social skills through structured activities and positive reinforcement techniques.
    • Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
    • Increased student comprehension by utilizing differentiated instruction methods tailored to individual learning styles.
    • Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior.
    • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
    • Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
    • Kept accurate and current attendance records and assignment sheets to maintain file compliance.
    • Assigned, explained and graded homework.
    • Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.
    • Maintained a professional office environment by ordering necessary supplies, managing inventory levels, and organizing workspaces.

Education

Doctor of Education - Curriculum And Instruction

The University of West Florida, Pensacola, FL
05.2024
  • Dissertation: Creating Academic service Excellence in Higher Education: An Instrumental Case Study
  • 3.98 GPA
  • African Students Association Member
  • Awarded Runner-up Poster Presentation for Social and Behavioral Sciences Category at 2023 Conference of Florida Graduate Schools

Education Specialist - Administration And Leadership Studies

The University of West Florida, Pensacola, FL
05.2020

Master of Arts - Human Resources Management

University of Cape Coast, Cape Coast, Ghana
09.2010
  • Thesis: Motivation and Labor Turnover in Electricity Company of Ghana Limited: A case Study in the Central Region
  • 3.4 GPA
  • Relevant Coursework: Management & Administration
  • Professional Development: Call Center Management

Bachelor of Education - Educational Foundations,

University of Cape Coast, Ghana
08.1999
  • Relevant Coursework: Educational Psychology & On-campus and off-campus teaching practice

Skills

    • Self-Directed and Motivated
    • Literature Reviews
    • Research Design
    • Faculty Collaboration
    • Presentation Skills
    • Strong Work Ethic
      • Analytical Thinking
      • Administrative Support
      • Team collaboration
      • Active listening
      • Problem-Solving
      • Academic Research

Certification

  • Call Center Management Training - June-July, 2011

Singing, Beading, Braiding hair, Dancing

I sing in the choir. Established a singing group in the National Union of Presbyterian Students, University of Cape Coast Branch.

I braid hair and do beaded jewellery, and beaded bags as a side job. I do love dancing and a a way of bonding with my daughter we learn dances and record it on TikTok.

References

Dr. Wisdom Mensah

Assistant Professor

Austin Peay State University

College of Education

Claxton Building Room CX 309

Clarksville TN, 37044

931-221-7521

mensahw@apsu.edu

Dr. Mark Malisa

Assistant Professor

The University of West Florida

School of Education

Building 85, Room 175

850-474-6042

mmalisa@uwf.edu

Dr. Patrick Yang

The University of West Florida

School of Education

Building 85, Room 173

850-474-2843

pyang@uwf.edu

Timeline

Graduate Research Assistant - University Of West Florida
08.2018 - 08.2022
Call Center Supervisor/Trainer Resource Person - Electricity Company Of Ghana, ECG
10.2010 - 08.2020
Revenue Management Officer - Electricity Company Of Ghana, ECG
05.2005 - 09.2010
Customer Relations Officer - Electricity Company Of Ghana, ECG
12.2000 - 04.2005
Teacher/Academic Advisor - Ghana Senior High School
11.1999 - 11.2000
Substitute Teacher, K-12 - SDA Elementary School
11.1993 - 11.1994
The University of West Florida - Doctor of Education, Curriculum And Instruction
The University of West Florida - Education Specialist, Administration And Leadership Studies
University of Cape Coast - Master of Arts, Human Resources Management
University of Cape Coast - Bachelor of Education, Educational Foundations,

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Emily Kwaa