Kwabena (Victor) Nsiah
Senior Analyst
Powder Springs,GA
Summary
Accurate Senior Analyst with exceptional teamwork, leadership and communication skills. Over 10 years of experience working on large-scale projects as well handling daily operational requests. Exceptional technical understanding to meet project deadlines.
Overview
11
11
years of professional experience
1
1
Certification
1
1
Language
Work History
Senior Analyst
Verizon Connect
06.2021 - Current
- Implemented cost reduction initiatives, achieving significant savings without compromising quality or service delivery.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Improved company efficiency with development of key performance indicators and tracking metrics.
- Investigated system issues and implemented resolutions to reduce downtime.
- Researched and adopted new technologies to add value to existing offerings.
- Developed comprehensive risk management strategies to minimize potential losses and safeguard business interests.
- Deployed predictive analytics models to forecast future trends.
Customer Success Manager
Verizon Connect
06.2018 - 06.2021
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Chat Support Specialist
Verizon Wireless
01.2015 - 06.2018
- Trained new team members on live chat procedures and customer service protocols.
- Implemented feedback from management to continually improve performance metrics within chat support team.
- Sought ways to improve processes and services provided.
- Developed comprehensive knowledge of product offerings to provide accurate information and personalized recommendations.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained staff on operating procedures and company services.
- Proactively communicated potential process improvements identified through daily work activities to supervisors for consideration in future updates or enhancements within department's operations plan framework.
- Developed exemplary writing skills through continued correspondence with upwards of 75 customers per day.
Phone Sales Representative
Verizon Wireless
11.2012 - 01.2015
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Recorded contact information of customers and potential customers in internal database.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Set up appointments with interested customers according to schedule availability.
- Exceeded monthly sales targets consistently by implementing strategic selling techniques.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Collaborated with team members to share best practices, enhancing overall team performance.
- Overcame objections using friendly, persuasive strategies.
- Participated in cross-functional projects as needed to support company initiatives beyond the scope of phone sales responsibilities.
- Educated customers on product and service benefits, explaining features and answering questions.
- Made average of 50 inbound calls per day.
- Attained $15,000 in sales targets on monthly basis.
Education
Bachelor of Arts - Liberal Arts
University of Illinois At Urbana-Champaign
Champaign, IL05.2002
Skills
- Information Processing
- Predictive modeling
- Tech-Savvy
- Account Reconciliation
- Process enhancement
- Trend modeling
- Regulatory Compliance
- Risk Assessment
- Documentation
- Client Relationship Management
- Executive-Level Presentations
- Team Collaboration
Certification
- Certified Scrum Master, Scrum Alliance - 10/2022 - 10/2024
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Analyst
Verizon Connect
06.2021 - Current
Customer Success Manager
Verizon Connect
06.2018 - 06.2021
Chat Support Specialist
Verizon Wireless
01.2015 - 06.2018
Phone Sales Representative
Verizon Wireless
11.2012 - 01.2015
Bachelor of Arts - Liberal Arts
University of Illinois At Urbana-Champaign
- Certified Scrum Master, Scrum Alliance - 10/2022 - 10/2024
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