I did not set out to become Africa’s foremost customer service authority. I set out to serve and that intention has shaped everything.
Born and raised with a deep sense of community and care, I began my professional career in the
United Kingdom, where I worked in two of the country’s most respected banking institutions NatWest and Santander in the areas of service quality and customer service management. I operated under the authorisation of the Financial Conduct Authority (formerly the FSA), an experience that gave me the rigorous, standards-led foundation I bring to every engagement
today.
It was during those years in the UK that my passion for customer service crystallised into a vocation. I pursued a Customer Service Professional (CSP) qualification from the London Institute of Banking and Finance (LIBF), one of the most respected financial education bodies in
the world. I also earned banking qualifications from the Chartered Insurance Institute (CII) UK,
and completed the Professional Award in Training the Trainer from the London Institute of Public Speaking, as well as the Advanced Training the Trainer qualification from the Institute of
Leadership and Management (ILM) UK.
Years of Customer Service Expertise
Countries Served Across Africa
GCSI Survey Respondents
Individuals & Businesses Trained
I saw an opportunity and a gap. The conversation about customer service in Africa was happening in boardrooms but not reaching the frontline. Standards were discussed but rarely measured. In 2015, I founded the Institute of Customer Service Professionals (ICSP) to change that and to professionalise the discipline, certify practitioners, and give organisations a rigorous framework for improvement.
Then came the Ghana Customer Service Index. Launched in 2018, the GCSI became the
continent’s first and only independent, nationally published benchmark of customer satisfaction
measuring performance across 11 sectors using a methodology I designed. Now in its 8th year,
the GCSI is used by organisations, policymakers and the media as the definitive reference on
service quality in Ghana.
Today, I serve as lead Consultant of ICSP, Board Chair of the West African Association of
Customer Service Professionals (WAACSP), Committee Chair of the University of Ghana Medical Center Client Service Committee and a board Member of ElectroChem Ghana Ltd. I am a Harvard Business School Executive Education alumna, a Udemy instructor with students in over 50 countries, and a consulting facilitator for the British Council in Ghana.
I have trained over 4,000 individuals and businesses. I have worked with organisations in Ghana,
Sierra Leone, Liberia, Côte d’Ivoire and Eswatini. And I am only just getting started.
To professionalise customer service across Africa through data, education, consulting and
advocacy so that every African customer receives the world-class experience they deserve, and every African organisation builds the culture of excellence that makes it globally competitive.
.
• Customer Service Professional (CSP) — London Institute of Banking & Finance (LIBF), UK • Banking Qualifications — Chartered Insurance Institute (CII), UK • Professional Award in Training the Trainer — London Institute of Public Speaking, UK • Advanced Training the Trainer — Institute of Leadership & Management (ILM), UK • Executive Education Alumna — Harvard Business School.
• Founder & Lead Consultant — Institute of Customer Service Professionals (ICSP), Ghana • Board Chair — West African Association of Customer Service Professionals (WAACSP) • Committee Chair — University of Ghana Medical Center Client Service Committee (UGMC CSC) • Board member — ElectroChem Ghana Limited. • Udemy Instructor — Online Customer Service Courses (3,500+ global students)
CX Transformation Excellence Awards
Ghana Customer Service Awards
CXPGhana Awardee
Education Category
ADN Hall of Fame 2020
IRDM, Eswatini 2020 (Customer Service Week)
I am a Customer Service Professional (CSP), the Founder of the Institute of Customer Service Professionals (ICSP), and the creator of the Ghana Customer Service Index, the only independent, annual national benchmark of customer satisfaction in Ghana, now in its 8th year.
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