Bismark Mensah
Katowice
Summary
Astute professional with extensive experience in diverse fields such as Management, Communication, Information Technology, Development, Education, and Project Management. I am a graduate of Mendel University in Brno and an expert with five years of experience in fiber and broadband technology, possessing the ability to manage and lead a team of over fifteen individuals to achieve significant success. My focus has been on improving teams considered as outliers, achieving a remarkable success rate. For the past four years, I have consistently led top-performing teams. I maintain a 100% availability rate and have achieved a yield of over 85%. I have received several recognitions within my field and current role.
Overview
13
13
years of professional experience
Work History
Manager, Advanced Resolution Team
AT&T Global Network Service Poland SP Z.O.O
11.2021 - 12.2023
- As the Senior Manager for the Advanced Resolution Team in AT&T's Tier 2 Technical Department, I lead the top-notch team focused on resolving complex cases and handling escalations
- Under my leadership, the team, once considered an outlier, has achieved an extraordinary resolution rate
- Achievements:
- Improved team availability from an average of 50% to 85% since assuming the role
- Enhanced overall team yield, achieving an average improvement of 30-35%
- We concluded 2024 as one of the top-performing team in the EMEA region and continue to hold the position of the best team in our line of business
Manager
AT&T Global Network Service Poland SP Z.O.O
11.2021 - 12.2023
- As the Manager for the Fiber Team, I focused on managing the team responsible for collaborating with field technicians to troubleshoot and resolve fiber and broadband issues for business and residential customers, achieving an average dispatch accuracy rate of 98%
- Additionally, I oversaw the copper, Voice over Internet Protocol (VoIP), and DIRECTV Stream services
- Achievements:
- Managed, coached, and developed individual members of the Technical Care Expert team, leading my team to become the top fiber team in Katowice for both 2022 and 2023, and the best in the EMEA region in 2022
- Developed various performance enhancement strategies that helped the team achieve required standards
- Ensured that team outliers were coached, motivated, and developed to acceptable performance levels, achieving a 100% success rate for outliers placed on the performance improvement program
- Implemented innovative ideas to improve business unit efficiency and foster growth
Team Lead
AT&T Global Network Service Poland SP Z.O.O
04.2021 - 11.2021
- Served as backup/support for Team Managers
- Coached and led teams, individuals, and projects, including broadband fiber-related projects
- Developed and delivered technical and process-related content for accelerated huddles and team meetings
- Administered organizational and company policies that directly affected employees as required
- Coordinated center-wide events such as Diversity & Inclusion initiatives, Employee Resource Groups (ERGs), Customer Service Appreciation Week, up-skilling sessions, and more
Senior Staff Associate, Technical Care
AT&T Global Network Service Czech Republic
06.2020 - 03.2021
- Served as a fiber and broadband expert, collaborating with field technicians to resolve fiber-related issues for small business and residential customers, maintaining a 100% availability rate and a consistent yield rate above 80%
- Ranked within the top 10 experts out of over 500 agents in the EMEA region
- Acted as the first point of contact for chronic customer care, troubleshooting all U-verse products
- Utilized advanced tools for all AT&T products, including non-U-verse products
Staff Associate, Technical Care AT&T U-verse
AT&T Global Network Service Czech Republic
06.2018 - 05.2020
- Served as the first point of contact for customer care, troubleshooting all U-verse products, including fiber, Voice over Internet Protocol (VoIP), and DIRECTV Stream (internet-based TV streaming service)
- Assisted other team members in achieving the stated objectives of the company and team
- Managed special projects to enhance team and company performance
- Provided assistance and support to teammates as needed
Senior Project Analyst
Goldfields Ghana Limited
01.2015 - 12.2017
- Prepared and evaluated budgets for various projects
- Prepared pre-payment vouchers for vendors to ensure the effective delivery of goods
- Collaborated with the Head of Legal and Contractual departments to analyze and interpret requirements and evaluate contracts associated with projects
- Acted as the primary contact point for all subcontractors and vendors, managing contracts and coordinating resources
- Mentored and trained new personnel and internship students on project analysis practices, procurement procedures, material identification, handling and storage, work and safety methods, and record keeping
Health and Safety Officer (National Service Personnel)
Goldfields Ghana Limited
10.2013 - 09.2014
- Developed training curriculum for workers based on OHSAS 18001 and ISO standards adopted by the company
- Designed new and innovative methods for training workers on incident reporting, plan inspection checklists, and plan task observation
- Oversaw record management and prepared health and safety progress reports for management's monthly meetings
- Coordinated emergency and medical responses
- Monitored occupational hygiene stressors (e.g., heat, noise, dust) and conducted vector control program campaigns and assessments
Student Internship
Goldfields Ghana Limited
06.2011 - 09.2011
- Liaised with delivery vehicles to ensure the correct quantity and quality of goods were delivered
- Assisted in receipt and bookkeeping processes
- Managed local inventory periodically and reconciled with records, researching and resolving discrepancies
- Assisted in raising purchase orders and vouchers for procurement
- Performed housekeeping tasks to ensure the safety, security, and cleanliness of the area
- Assisted customers in the registration of their businesses with the company
Education
Master of ING. - Economics and Management
Mendel University
06.2020
Bachelor of Education - Economics and Business Management
University of Cape Coast
05.2013
West African Senior School Certificate Examination (WASSCE) - Business Diploma -
Sammo Senior High School
05.2008
Skills
- Team Leadership & Mentorship
- Project Management & Coordination
- Customer Service Management
- Training & Development
- Stakeholder Engagement
- Fiber Optic & Broadband Technology
- Telecommunications Infrastructure
- Network Planning & Deployment
- Process Improvement & Optimization
- Performance Analysis & Reporting
- Budgeting & Resource Allocation
- Risk Management & Problem-Solving
Personal Information
Nationality: Ghanaian
Timeline
Manager, Advanced Resolution Team
AT&T Global Network Service Poland SP Z.O.O
11.2021 - 12.2023
Manager
AT&T Global Network Service Poland SP Z.O.O
11.2021 - 12.2023
Team Lead
AT&T Global Network Service Poland SP Z.O.O
04.2021 - 11.2021
Senior Staff Associate, Technical Care
AT&T Global Network Service Czech Republic
06.2020 - 03.2021
Staff Associate, Technical Care AT&T U-verse
AT&T Global Network Service Czech Republic
06.2018 - 05.2020
Senior Project Analyst
Goldfields Ghana Limited
01.2015 - 12.2017
Health and Safety Officer (National Service Personnel)
Goldfields Ghana Limited
10.2013 - 09.2014
Student Internship
Goldfields Ghana Limited
06.2011 - 09.2011
Bachelor of Education - Economics and Business Management
University of Cape Coast
West African Senior School Certificate Examination (WASSCE) - Business Diploma -
Sammo Senior High School
Master of ING. - Economics and Management
Mendel University
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