Summary
Overview
Work history
Education
Skills
Hobbies
Languages
Accomplishments
Certification
Hobbies
Timeline
SeniorSoftwareEngineer
Michael Kingsley Owusu Yeboah

Michael Kingsley Owusu Yeboah

Summary

A Customer Service and Account Management professional committed to drive organisational success. Expertly resolve conflicts to foster collaboration and enhance stakeholder relationships. Adept at account management, customer service and marketing with a strategic problem-solving approach utilising tools such as Salesforce, BSPlink, IATA EasyPay, Jira, SQL, GDS (Amadeus/Galileo) and various Airline Reservation Systems.

Dedicated to using my skills to drive organisational success and optimize customer satisfaction and experience.

Overview

17
17
years of professional experience
1
1
Certification

Work history

Customer Support Analyst - BSPlink Application

Accelya Group
Madrid
01.2020 - Current
  • Monitor the proper operation of the BSPlink system
  • Analysis of errors reported and manage the appropriate measures to prevent them from happening again
  • Facilitate open issues and ensure stakeholders expectations met
  • Work with the development and testing teams to solve and address issues they have
  • Prioritize and answer technical questions raised by 1st customer support level
  • Assist as technical expert in conference calls with customers
  • Manage price quotation documents and ensure the invoices have been sent to the customer
  • Maintain constant communication with customers, management to ensure effective operations and service delivery

Senior Customer Service Specialist

International Air Transport Association (IATA)
Madrid
01.2014 - 01.2020
  • Facilitated components of multi-functional operational support for IATA's Global Financial Distribution Services (EMEA & Americas)
  • As a subject matter expert (SME), I worked with internal teams and clients on the technical nuances of IATA's products & services
  • Assisted the Product Support unit with a clear communication approach with the customer adding visibility and transparency to the customer around the efforts to resolve any issue or incident
  • Facilitated major industry events such as a monthly country workshop in which pertinent issues faced were discussed by external and internal stakeholders
  • Trained teams to understand the inner workings of IATA's products to optimize service delivery and customer satisfaction.
  • Facilitated customer onboarding process with Airlines Participation and Agents Accreditation ensuring the right level of knowledge is provided to the customer to optimize the use of the services
  • Ensured an uninterrupted workflow during the 2020 COVID19 crisis via resourceful remote team management and hands-on crisis communications
  • Take initiatives with customers to increase satisfaction and a measurable level of loyalty and repeat business
  • Responsible for driving, measuring, and improving services towards the overall customer NPS

Sales Supervisor

Fly 540 Ghana LTD
Accra
01.2012 - 01.2014
  • Spearheaded a diverse range of travel packages for B2B & B2C sales
  • Coached sales agents to achieve their sales targets with a customer-centric approach
  • Trained travel agents to master Fly 540's reservation platform to streamline the booking process which optimized sales up by 70%
  • Managed a sales team within a time-sensitive and demanding environment, including setup and implementation of clear goals and objectives for all direct reports
  • Act as a trusted advisor to the customers and their management to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value

Sales Supervisor

Arik Air LTD (Nigerian Airline)
Accra
01.2008 - 01.2012
  • By leveraging relationships, identifying opportunities, and monitoring trends we increased sales by 85% in the 2nd quarter of the year.
  • Strengthened commercial ties between Ghana and Nigeria with cross-cultural communication and an understanding of the aviation industry
  • Liaised closely with the country manager to devise commercial strategies
  • Lead the team responsible for the delivery of services, support and customer care of the travel operations in the Country Office
  • Managed and facilitated processes which resulted efficiency improvements
  • Spearheaded projects with customers and partners to devise new and innovative solutions to business opportunities
  • Managed various accounts of Banks, Embassies, Oil and Gas Companies which optimized patronage of our services by identifying and recommending the best alternative travel solutions

Education

Master of Arts - Media and Communications

London College of Contemporary Art (LCCA & UNINETTUNO)
London

Bachelor of Science - Management, Marketing

Regent University College of Science and Technology
Accra

High School Diploma - Visual Arts

Accra Academy
Accra

Skills

  • Customer Service
  • Cross-Cultural Communication
  • Cross-Functional Leadership
  • Conflict Resolution
  • Stakeholder Management
  • Remote Team Management
  • Account Management
  • Data Analysis
  • Marketing
  • Strategic Problem-Solving
  • Project Management
  • Emotionally Intelligent
  • Adaptable to work environment
  • Salesforce
  • Jira / SQL

Hobbies

References are available on request.

Languages

English
Native
Spanish
Intermediate
B1
Arabic
Beginner
A1

Accomplishments

  • Documented and resolved application issues, contributing to customer satisfaction and optimization of NPS scores
  • Supervised an 8 member team responsible for Arik Air's sales and marketing operations, leading to 80% increased revenue.
  • Upsold additional products, increasing monthly revenue by 75%
  • Implemented Service delivery process, streamlining work and increasing efficiency by 85% within a 7 sales member team within Fly540 Ghana

Certification

IATA Travel Consultancy Diploma

Airline Marketing Certificate

Global Competition Law - Certificate

Managing The Travel Business Certificate

Canadian Economic Sanctions Certificate

IATA BSPlink Training Certificate

Training Certificate, Mercator Reservations System

Training Certificate, Aero pack Reservations System

Certificate, Galileo Reservations System

Certificate, Amadeus Reservations System

NIIT Computer Institute, Ms Word, Ms Excel and Power Point Certificate

Hobbies

Travelling

Cooking

Reading

Working out

Dancing

Timeline

Customer Support Analyst - BSPlink Application

Accelya Group
01.2020 - Current

Senior Customer Service Specialist

International Air Transport Association (IATA)
01.2014 - 01.2020

Sales Supervisor

Fly 540 Ghana LTD
01.2012 - 01.2014

Sales Supervisor

Arik Air LTD (Nigerian Airline)
01.2008 - 01.2012

Master of Arts - Media and Communications

London College of Contemporary Art (LCCA & UNINETTUNO)

Bachelor of Science - Management, Marketing

Regent University College of Science and Technology

High School Diploma - Visual Arts

Accra Academy

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Michael Kingsley Owusu Yeboah