WINNIE ADEDJEH MENSAH
Toronto,Ghana
Summary
Professional with expertise in Microsoft Office Suite and extensive experience in program management. Proven ability to communicate effectively, solve problems innovatively, and lead teams to achieve customer service excellence. Multilingual in English, Twi, Ewe, and Ga, facilitating strong cross-cultural interactions. Focused on driving cost reduction and efficiency improvements while seeking strategic career advancement opportunities.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work history
Operations Manager
Danag Consult Limited
Accra, Ghana
07.2019 - 08.2025
- Monitored KPIs and SLAs to ensure client and candidate satisfaction.
- Collaborated with finance teams to forecast staffing needs and manage resource allocation.
- Implemented new technology solutions to enhance operational efficiency and scalability.
- Provided training, mentorship, and performance evaluations to improve team capabilities.
- Oversaw CRM/ATS system maintenance and upgrades to support business functions.
- Utilised data insights to inform decisions and present findings to senior management.
- Contributed to business growth strategies and market expansion initiatives.
Operations Manager/Consultant
Amentum (US Embassy in Ghana, Liberia and Sierra Leon)
06.2024 - 11.2024
- As a single point of contact for the above mentioned countries, I lead local client management, vendor management (staffing, fee collection, deliver, contact center) services and problem resolution benefiting visa application services.
- Track timeliness of document delivery, using a specified data. In the event of nonconformance, initiate/track corrective actions in QMS.
- Resolving performance and quality problems
- Conducting random audits of call center language skills, customer service skills, and accurate use of script
- Proactively resolving issues, meetings with consular mangers in person or virtual. Provide system training as requested by consular staff
Team Lead
VFS Global, Accra, Ghana
Accra
05.2014 - 04.2019
- Create an inspiring team environment with an open communication culture.
- Delegate task and set deadlines.
- Monitor team performance and report on metrics.
- Ascertain training needs and provide coaching, suggest and organize team building activities.
- Listen to team member’s feedback and resolve any issues or conflict.
- Recognize high performance and reward accomplishments.
Customer Experience Expert
VFS Global, Accra, Ghana
Accra
07.2012 - 04.2014
- Provide detailed monthly departmental reports; updates, escalate customer concerns, stores and inventory requirements to supervisors. Respond to applicants’ emails, phone calls and complaints.
- Strengthen operational efficiencies by developing organizational filing systems for confidential customer records and reports. Achieved high customer satisfaction scores by de-escalating complaints quickly to senior management.
- Develop, implement and monitor programs to maximize customer satisfaction and manage on-site customer service representatives. Purchase stationaries and items for the office.
- Liaise with missions or embassies on visa applications
Education
Bachelor of Science - Human Resources Management
African University College of Communications
01.2016 - 05.2018
Skills
- Microsoft Office Suite expertise
- Oral and written communication
- Program management and oversight
- Team leadership and collaboration
- Customer service excellence
- Innovative problem-solving
- Proactive communication strategies
- Multilingual: English, Twi, Ewe, Ga
- Cost reduction and efficiency
Timeline
Operations Manager/Consultant
Amentum (US Embassy in Ghana, Liberia and Sierra Leon)
06.2024 - 11.2024
Operations Manager
Danag Consult Limited
07.2019 - 08.2025
Bachelor of Science - Human Resources Management
African University College of Communications
01.2016 - 05.2018
Team Lead
VFS Global, Accra, Ghana
05.2014 - 04.2019
Customer Experience Expert
VFS Global, Accra, Ghana
07.2012 - 04.2014
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