ANITA SERWAA OWUSU
Summary
Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, works great alone or with others and consistently exceeds expectations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Relationship Management - Working Student
Raisin GmbH
07.2023 - Current
- Working closely with the Business Development Team with Hubspot to generate and qualify sales leads.
- Develop and maintain 99% of business process documentation in confluence including process maps, workflows, and operational procedures.
- I lead process improvement projects and coordinate with IT, legal, and other departments using Jira and Trello to complete 99% of Service-level agreements with our Partner Banks
- Application of diverse platforms, including WordPress, HubSpot, AWS, Content Stack, Content Management System (CMS), and Looker showcasing versatility in technological solutions
- Stakeholder management through in-depth analysis of partner needs and comprehensive market research.
Customer Support Team Lead
Bolt Technology OÜ
10.2022 - 06.2023
- Managed Customer Support escalations in Kenya and Nigeria and coordinated with four business partners to implement business workflows
- In Kenya, customer service cost per case was reduced by 12% and the market decreased headcount by 4 agents in October 2022 due to accurate headcount planning and scheduling
- Customer research projects on refund irregularities with the team saw a reduction of 9.4% at the end of the year 2022
- Reviewed the working hours in conjunction with heat maps in Kenya and Nigeria and drove live case performance to over 80% Service Level Agreement
- Held outsourced partners accountable for performance during weekly/monthly business reviews, weekly team syncs, and ad hoc performance improvement resulting in a 10% improvement in first response times in Kenya and Nigeria by February 2023
- Overall customer satisfaction increased by 3% and 5% in Kenya and Nigeria respectively, from October to December 2022
Customer Support Team Lead
Bolt Technology OÜ
07.2020 - 08.2022
- Collaborated with the international team to design and implement Operational processes that improved SLA by 7%
- Created a playbook for the market to assist outsourced partners with processes that reduced overall Average handling time
- Coached 3 outliers with documented action plans and progress that massively increased agent performance in the Ghana market from August to October 2022 representing the best-performing agents
- Worked under pressure while the market was in a backlog and was recognized by the Head of Delivery for my efforts and interventions for solving the issues within a specific time frame
- Conducted interviews and hired three (3) Customer Support Specialists to support the Ghana Market with over 80% performance month on month since February 2022
Account Management (B2B)
AirtelTigo
09.2012 - 08.2018
- Drove major improvements that resulted in 80% customer retention in year one with an average of 42% growth in the subsequent years
- The employee of the month in the years 2013 and 2014
- Developed, maintained, and improved business relations with all customers to position the company as the preferred voice, data, and mobile financial service
- Met targets for sales, revenues, profitability, and customer satisfaction
Education
Master of Science - International Business Economics
Technical University of Ilmenau
Germany03.2025
Bachelor of Science - Marketing
University of Cape Coast
Ghana09.2013
Higher National Diploma - Marketing
Kumasi Technical University
Ghana06.2009
Skills
- Microsoft Office tools (Word, Excel, PowerPoint)
- Data Analysis (Looker)
- Transaction Monitoring
- Project Management
- Stakeholder Management
- Collaboration Tools (Jira, Confluence, Miro, Zendesk, HubSpot, Slack, Leapsome, Workday, Peakcon, Personio)
- Content Management System
- Contentstack
- WordPress
- KYC
- Transaction Monitoring
Languages
English
First Language
German
Elementary (A2)
A2
Affiliations
- Tennis
- Documentaries
- Reading research articles
Certification
- End to End AML KYC (Anti-Money Laundering and KYC), Udemy
- End-to-End Business Processes with SAP S/4HANA Cloud (IEE2E) - March 2025
Timeline
Relationship Management - Working Student
Raisin GmbH
07.2023 - Current
Customer Support Team Lead
Bolt Technology OÜ
10.2022 - 06.2023
Customer Support Team Lead
Bolt Technology OÜ
07.2020 - 08.2022
Account Management (B2B)
AirtelTigo
09.2012 - 08.2018
- End to End AML KYC (Anti-Money Laundering and KYC), Udemy
- End-to-End Business Processes with SAP S/4HANA Cloud (IEE2E) - March 2025
Master of Science - International Business Economics
Technical University of Ilmenau
Bachelor of Science - Marketing
University of Cape Coast
Higher National Diploma - Marketing
Kumasi Technical University
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