Kofi Darko
Upper Malboro,USA
Summary
A customer obssesed operations individual with over 8 years of experience in operations management, team leadership, and strategic planning with a data analytical knack to problem solving. Demonstrates expertise in optimizing processes, enhancing customer service, and policy development, with a track record of driving efficiency and achieving significant cost savings across Sub Saharan Africa. Skilled in stakeholder management, project & program management as well as data analysis, consistently delivering innovative solutions to complex challenges.
Overview
9
9
years of professional experience
8
8
Certification
Work History
Flight Operations Lead
Zipline Drone Delivery & Logistics
Accra, Ghana
06.2023 - 05.2024
- Led and expanded high performing engineering team from 4 to 10, ensuring top-tier operational deliverables
- Create a framework that optimized drone fleet health, boosting delivery efficiency through data driven insights and strategic improvement by 8% in 6 months
- Oversee distribution centre P&L, achieving $57,000 savings through drone spare re-works in 10 months
- Manage stakeholder relations with regulators, reducing flying restrictions by 15%
Platform Policy Fellow
Discord Inc
Accra, Ghana
08.2023 - 12.2023
- Collaborated with teams to streamline account hack policy, reducing response time by 9%
- Developed counterfeit policy, achieving 85% moderation accuracy
- Implemented escalation framework, improving data accuracy and decision-making by 38%
User Operations Program Mgr II (Identity Operations)
Twitter Ghana LTD
Accra, Ghana
09.2021 - 12.2022
- Led setup and management of SSA's impersonation, verification, and copyright metrics, boosting user satisfaction by 11%
- Implemented strategies to reduce SSA's Twitter verification rejection rate from 94% to 80%
- Collaborated with engineering to create criteria for impersonation queues, enhancing user satisfaction by 47% and achieving 24hr SLA
- Developed solutions to address high user report backlog, reducing service cloud backlog by 32%
- Built a user identity card database for SSA, decreasing agent error rate by 36% and improving SLA from 48 to 36 hours
- Led Twitter Black BRG (Black Bird) EMEA chapter to organise 2022 black history month and increased membership from 71 to 120
Senior Greenlight Operations Expert (FTE)
Uber Technologies
Accra, Ghana
01.2018 - 09.2021
- Researched analytical findings to enhance Uber Connect, boosting completed trips by 8%
- Managed and coached a team of 8 CX associates, improving customer support to 5-star levels
- Assisted in developing Uber’s operations and strategy, raising driver satisfaction from 4.0% to 4.9%
- Implemented a program to re-engage churned drivers during the pandemic, improving retention by 5%
- Expanded driver-vehicle inspection operations centers from 4 to 12 stations, increasing driver first trips by 21%
Vendor Operations Coordinator(EXT)
Uber Technologies
Accra, Ghana
11.2016 - 01.2018
- Owned a continuous improvement process where vendors were engaged on a bi-weekly basis to proactively communicate new strategies and assist with managing cross-functional projects
- Built trust with all external vendors through effective administration, which helped to maximize the value of existing and new vendors from 58% to 89% in the span of 3 quarters
- Built an operational vendor portfolio from 0 to over 35 vendors to ensure multiple programs were being run effectively, resulting in both driver and vendor customer satisfaction ratings improving from 3.9% to 4.8%
- Developed an operational metric tool to analyze and track withholding tax certificates of vendors to ensure vendors saved about 2000GH each, quarterly
Operations Coordinator
Aljik Delivery Service
Accra, Ghana
01.2015 - 12.2015
- Designed and implemented operational processes, boosting weekly revenue from 400GH to 2500GH
- Established partnerships with companies, increasing revenue by 79%
- Analyzed data to create efficient operational structures, enhancing service quality
- Negotiated service terms with clients, fostering long-term business relationships
- Optimized delivery operations, resulting in measurable revenue growth
Education
MSc - International Business
University of Ghana Business School
Accra, Ghana10.2022
BA - Communication Studies (PR)
Ghana Institute of Journalism
Accra, Ghana06.2016
HND - Marketing
Accra Polytechnic
Accra, Ghana09.2013
Skills
- Operations Management
- Customer Experience
- Policy Development
- Team Leadership
- Strategic Planning
- Stakeholder Management
- Data Analytics [Excel SQL Tableau Salesforce]
- Process Optimization
- P&L Management
- Problem-solving
- Project/Program Management
Certification
- HBS leadership & Culture, 01/01/20. | Project Management, 01/01/20
- Operations Management, 01/01/20. | Statistics Foundation, 01/01/20
- Business Process Improvement, 01/01/20 | Supply Chain Analysis, 01/01/20
- Strategic Focus for Managers, 01/01/20 | Change Management Foundation, 01/01/23
- Data Reporting Analysis, 01/01/20 | Agile Foundation, 01/01/23
- Strategic Planning Foundation, 01/01/20. | SQL Data Reporting & Analysis, 01/01/16
- Managing Project Stakeholders, 01/01/19
Timeline
Platform Policy Fellow
Discord Inc
08.2023 - 12.2023
Flight Operations Lead
Zipline Drone Delivery & Logistics
06.2023 - 05.2024
User Operations Program Mgr II (Identity Operations)
Twitter Ghana LTD
09.2021 - 12.2022
Senior Greenlight Operations Expert (FTE)
Uber Technologies
01.2018 - 09.2021
Vendor Operations Coordinator(EXT)
Uber Technologies
11.2016 - 01.2018
Operations Coordinator
Aljik Delivery Service
01.2015 - 12.2015
- HBS leadership & Culture, 01/01/20. | Project Management, 01/01/20
- Operations Management, 01/01/20. | Statistics Foundation, 01/01/20
- Business Process Improvement, 01/01/20 | Supply Chain Analysis, 01/01/20
- Strategic Focus for Managers, 01/01/20 | Change Management Foundation, 01/01/23
- Data Reporting Analysis, 01/01/20 | Agile Foundation, 01/01/23
- Strategic Planning Foundation, 01/01/20. | SQL Data Reporting & Analysis, 01/01/16
- Managing Project Stakeholders, 01/01/19
MSc - International Business
University of Ghana Business School
BA - Communication Studies (PR)
Ghana Institute of Journalism
HND - Marketing
Accra Polytechnic
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