Augustine Amponsah

• Supervise and lead a team of customer service and support agents handling Adidas customer interactions. • Conduct daily team briefings, performance coaching, and feedback sessions to improve service delivery. • Monitor individual and team KPIs including productivity, quality, AHT, CSAT, and compliance levels. • Implement performance improvement plans and support agents with training needs. • Manage day-to-day operations to ensure smooth workflow and adherence to Adidas global service standards. • Oversee staff scheduling, shift planning, attendance tracking, and daily task allocation. • Ensure operational policies, SOPs, and client-specific guidelines are consistently followed. • Troubleshoot workflow issues and provide quick solutions to maintain operational continuity. • Prepare and deliver daily, weekly, and monthly reports to both internal management and the Adidas client team. • Communicate project updates, performance trends, escalations, and improvement initiatives to stakeholders. • Support onboarding of new agents by facilitating training on Adidas brand standards, processes, and systems. • Conduct refresher training sessions to improve product knowledge and service skills. • Mentor team members to build confidence, communication skills, and customer-handling capabilities. • Generate actionable operational reports including attendance, productivity, quality metrics, and team performance summaries. • Use data analytics to identify performance gaps and recommend strategic improvements. • Track trends in customer issues and collaborate with management to develop long-term solutions. • Ensure compliance with data protection, security protocols, and Adidas’ operational requirements.

• Managed daily visa application processing operations, ensuring compliance with company policies and service-level agreements. • Supervised and trained team members, enhancing productivity and ensuring adherence to operational procedures. • Optimized workflow processes, reducing application turnaround time and improving efficiency. • Performs business trips abroad when required by the Management • Ensured strict adherence to security and regulatory guidelines, maintaining data protection and confidentiality. • Obtain and examine all relevant information or documents presented by applicants • Record and maintain all application data. Ensure accurate and timely data entry into the system with zero errors • Maintain a clean desk/workstation always • Addressed customer inquiries and escalated issues effectively to enhance client satisfaction. • Support the provision of healthy and safe working environment through good inter personal and team practices • Ensure that the entire visa application process is completed within the mandated Turn Around Time Carry out any duties assigned by your Line Manager • Handle day-today Visa Applications in compliance with Standard Operations Procedures – greeting customers, supporting completion and checking of applications, obtaining bio-metric data and other documentation • Following an established and defined filing and administration process, guided by a computer-based system • Ensure engagement with applicants, provide a first-class service and positive customer experience • Flag to Management/Supervision applications that may give rise to concern • Handle customer complaints assertively, and efficiently. • Monitored and analyzed key performance indicators (KPIs) to drive continuous improvement. • Handle problem customers assertively and diplomatically • Support initiatives to support the ongoing improvement of business performance • Support colleagues to develop and implement continuous improvement initiatives