Michael Lemuel Nortey
Accra
Summary
Customer Experience and Quality Assurance Manager with over a decade of experience in leading customer-centric initiatives, driving engagement, and enhancing satisfaction across multiple touchpoints. Proven track record in developing customer experience strategies, managing support systems, and fostering cross-functional collaboration to meet organizational goals. Skilled in leveraging data to inform customer strategies and align with KPIs such as CSAT, NPS, and retention. Holds a Master’s in Mass Communication, certifications in Big Data Analytics and Crisis Management, and extensive experience with CRM and customer support platforms.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Regional Customer Service Quality and Training Manager (Sub-Saharan Africa)
British Council
Accra
01.2023 - Current
- Developed and implemented a customer experience strategy that improved CSAT scores by 20% across 17 countries, focusing on seamless interactions and customer satisfaction
- Successfully ensured over 200,000 customers received a consistent and positive experience by surpassing key performance indicators (KPIs):
- Maintained an email response rate of >= 80% for five-day operational countries and >= 86% for six-day operational countries
- Achieved a telephone access rate of >= 80%, contributing to increased customer engagement and accessibility
- Reduced abandoned rates to <= 10%, significantly enhancing customer satisfaction and reducing churn
- Led a cross-functional project to implement a VOIP telephony system and a digital payment platform, both of which contributed to significant improvements in customer satisfaction scores (CSAT) and operational efficiency
- Monitored and reported on customer experience metrics, delivering actionable insights to stakeholders for strategic decision-making
Customer Service and Sales Manager
British Council
Accra
01.2021 - 01.2023
- Managed a high-value portfolio across three countries, implementing strategies to reduce churn and increase product utilization, resulting in a GBP 350,000 revenue boost over 19 months
- Built and maintained relationships with key stakeholders, developing customized communication cadences that ensured alignment with partner and customer goals
- Led a service digitization initiative, increasing customer engagement and satisfaction post-COVID-19 through innovative digital solutions and improved service accessibility
- Conducted quarterly business reviews and provided valuable customer insights to internal teams, helping to shape product improvements and enhance the customer journey
Customer Service, Marketing and Facilities, Advisor
British Council
01.2016 - 01.2021
- Led the production of mass communications such as press releases and key social media messages
- Co-led the creation of annual marketing plans for the British Council's Exam and Facilities business
- Diligently managed various social media accounts, to drive social media engagement across Facebook, Twitter, Instagram and YouTube
- Led the coordination and delivery of over 18,500 large events, small events and trainings
- Led the sales drive of British Council's Facilities Business to a revenue of over GBP 250000
Education
Master of Arts - Mass Communications
Liverpool John Moores University
12.2023
CIM -
Chartered Institute of Marketing
01.2021
Bachelor of Arts - Communication Studies (Public Relations)
Ghana Institute of Journalism
01.2016
ICS Service Management Course -
01.2015
Skills
- Customer Experience Management
- Technical Proficiency
- Customer Engagement and Retention
- Data-Driven Decision-Making
- Project Management
- Stakeholder Engagement
Certification
- Big Data and Analytics, Hult International Business School, 01/01/20
- Crisis Management, LinkedIn, 01/01/20
- Media Training, LinkedIn, 01/01/20
References
References Available on request.
Languages
English, C1
Timeline
Regional Customer Service Quality and Training Manager (Sub-Saharan Africa)
British Council
01.2023 - Current
Customer Service and Sales Manager
British Council
01.2021 - 01.2023
Customer Service, Marketing and Facilities, Advisor
British Council
01.2016 - 01.2021
- Big Data and Analytics, Hult International Business School, 01/01/20
- Crisis Management, LinkedIn, 01/01/20
- Media Training, LinkedIn, 01/01/20
Master of Arts - Mass Communications
Liverpool John Moores University
CIM -
Chartered Institute of Marketing
Bachelor of Arts - Communication Studies (Public Relations)
Ghana Institute of Journalism
ICS Service Management Course -
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