Nii A. Quaye, Creator and Master Trainer of the A.C.E. Service Delivery Program, is an executive level Customer Experience & Operational Excellence professional, with almost two decades of experience in improving banks’ performance against client dynamics and internal efficiencies, he brings an unmatched level of passion and enthusiasm in the subject matter.
Nii has a wealth of experience (across all product lines and customer touch points) in customer experience delivery, relationship management, process improvement and quality, strategic planning, and project management. Nii brings pedigree in a rich and diverse career, from global leaders like Citigroup, Bank of America and Ecobank, and has worked in or supported businesses in multiple continents.
His expertise is borne from a unique understanding of human relationships and dynamics, and the power of harnessing internal resources to drive business growth, via focusing on building Ecosystems around clients.
His career has involved defining and implementing cross-organizational customer experience journey improvement. He has demonstrated success in defining customer experience end-states, engaging employees to establish a common culture and vision of customer-centricity, driving adoption of best practices, process re-engineering, implementing comprehensive complaints/issue resolution programs, implementing multi-channel/ touch point improvements for clients, re-defining SLAs to drive internal operational efficiency & cooperation, and defining and implementing appropriate pan-bank KPIs for client experience management. He also has experience in contact center leadership, client service team building and management, electronic and remote channels, digital propositions and social media engagement.
He developed the ACE Service Program based on learnings and successes over the course of his career, to address the TRUE everyday dynamics needed, beyond just words and “soup du jour” platitudes, to make organizations truly customer focused. In this age of technological advancement, stiffer competition and options, global proximity and increased client demands, the only sustainable competitive advantage for any business in any industry, is to offer a differentiated client experience proposition.
Nii has presented at and chaired conferences on the subject of customer service and operational excellence, and has presented to boards and executive committees of institutions, strategies to drive customer centricity. A talented speaker and presenter, he is engaging, thoughtful and eager to share with and learn from others about all things related to setting organizations up for success.