Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Authorization
References
Timeline
Generic

Prosper Tornyi

Kitchener,Canada

Summary

Dynamic Client Success Manager with a proven track record at Electricity Company of Ghana, enhancing customer loyalty and achieving a 15% increase in Net Promoter Score. Skilled in technical troubleshooting and performance tracking, I excel in building strong client relationships and driving successful onboarding processes.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Technical Support Lead & Front Desk Associate

Century Hotel Group
Cincinnati, OH
12.2024 - 07.2025
  • Maintained an up-to-date knowledge base of commonly encountered issues.
  • Established continuous improvement initiatives to achieve KPIs of guest needs using GXP.
  • Developed team support strategies and service goals for busy contact center.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Maintained daily records of all transactions, including payments and cancellations.
  • Coordinated cross-functional teams for small to medium-scale technical projects, ensuring timely delivery and client satisfaction.

Client Success Manager

Electricity Company of Ghana, ECG
Kaneshie, Accra - Ghana
01.2023 - 01.2024
  • Maintained comprehensive documentation of all customer interactions and transactions.
  • Cultivated strong, long-term client relationships, resulting in a 15% increase in Net Promoter Score (NPS), and enhanced customer loyalty.
  • Traveled 10% within Accra, Ghana, Cincinnati,Ohio and Kumasi, Ghana, to conduct on-site client meetings, fostering deeper relationships and understanding operational needs.
  • Assisted in onboarding new customers, ensuring a smooth transition into the metering platform.
  • Built reports tracking key performance indicators and presented insights to stakeholders.
  • Partnered effectively with Account Executives to identify and capture profitable revenue growth opportunities, contributing to a 10% year-over-year upsell achievement within existing accounts.
  • Researched competitive offerings in order to stay ahead of industry trends and maintain market share.
  • Implemented best practices for effective communication between customers and internal teams.
  • Worked closely with marketing team on campaigns targeting current clients for retention purposes.
  • Resolved issues concerning software and hardware for clients.
  • Built lasting partnerships by taking part in various types of networking events.

Education

Bachelor of Engineering - Electrical And Electronics Engineering

Kwame Nkrumah University of Science And Technology
Kumasi, Ghana
06-2019

Skills

  • Technical troubleshooting
  • Software support
  • Data analysis
  • Client onboarding
  • Performance tracking
  • Customer relationship management
  • SLA management
  • Negotiating service level agreement

Certification

  • Project Management Professional Certificate (In-view)
  • Work Authorization - Legally authorized to work in Canada on Open Work Permit.

Languages

English
Professional
French
Elementary

Work Authorization

  • Legally authorized to work in Canada via Open Work Permit.

References

References available upon request.

Timeline

Technical Support Lead & Front Desk Associate

Century Hotel Group
12.2024 - 07.2025

Client Success Manager

Electricity Company of Ghana, ECG
01.2023 - 01.2024

Bachelor of Engineering - Electrical And Electronics Engineering

Kwame Nkrumah University of Science And Technology

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