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Dhari Khalid Alhathal
General Manager of Business and Customer Service
Selha Karabulut
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Cansu Kizir
Product Owner - TOBi Chatbot
Aymen Ismail
Head of Customer Engagement Solutions

Member Profile

Robert Nana Mensah (40 Yrs in the industry)
Communication Consultant
African Business Communication
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About Me, My Hobbies & Interests!

ROBERT NANA MENSAH Robert is Communication professional with specialty in Project Management, consults as Senior Advisor, Public Services and Government Relations, and has considerable experience in stakeholder engagement. He is a retired Assistant Commissioner, Communication and Public Affairs, of Ghana Revenue Authority (GRA). He is an Accredited Member of the Institute of Public Relations, Ghana, as well as of the Chartered Institute of Taxation, Ghana. He holds an M.A. in Democracy, Governance, Law and Development from the University of Cape Coast, and has had an engaging career and varied experience that spans across the fields of Public Relations and Communications, Industrial Relations, Customer Care and Advocacy, Project Management, Social Research, and Public Affairs. Professional and Project Management Experience With over 36 years of public relations practice in private and public sectors, Mr. Mensah’s functions prior and up to the rank of Assistant Commissioner in Ghana Revenue Authority and Head of Communication and Public Affairs department involved itinerant, multiple schedules in communications and relationships with varying internal and external publics including local and foreign institutional stakeholders. Mr. Mensah’s professional training and on-the-job acquired competences have enabled him to perform in assigned roles as the Project Manager in the following fields: 1. Integrated Customs Management System (ICUMS) Project/ GRA, Customs Division/ Ghana Link Network Services Ltd. (GLNS) – Communications Consultant. This project involved the introduction of a Single Window System in Ghana’s supply chain, thus replacing the two-track clearance system at Ghana’s ports and frontiers. Mr. Mensah’s roles in the project implementation included: a. Developed a Project Communication Strategic Plan b. Implemented the Media Relations, Publicity and Publications, Corporate Social Responsibility aspects of the Communication Strategic Plan c. Coordinated the Project Public Education and Stakeholder Engagement activities d. Developed a Business Continuity Plan for the Project e. Initiated the Research-driven Time Release study to determine the Turn-around-time of the Port process. f. Conducted training for the Help Desk and Call Center operatives of (GLNS). 2. Assistant Commissioner/ Head of Communication and Public Affairs Department of Ghana Revenue Authority a. Handled the development of Communication Strategic Plan and related Annual Work Plans/Activity for the department b. Handled a motley of staff that covered varied units in the department, namely: i. Public Education and Media Relations ii. Customer and Divisional Relations iii. Publicity, Publications, Website and Social Media Management iv. International Affairs and Protocol v. Corporate Social Responsibility and Reputational Management c. GRA Customs / World Customs Organization Stakeholder Engagement Strategy This project aimed at the effective delivery of Customs mandate via improved engagement and communication with stakeholders, namely: i. To improve the image, credibility and relevance of GRA for Economic Operators and other stakeholders ii. To improve strategic and operational co-ordination with other public and private agencies involved in international and regional trade iii. The setting up of Joint Customs Consultative Committees at key Customs offices involving the Customs administration and key stakeholders in Ghana’s Supply Chain. d. GRA Customs / UNDP Governance Programme This initiative had the objective of stemming corruption as well as facilitating trade in Ghana’s Supply Chain. The project TORs included: i. Formulated a Communication Strategy for the Customs Division ii. Disseminated information on Customs processes to stakeholders including the media iii. Provided platforms for multiple stakeholder engagement and feedback iv. Conducted an integrity survey of key Customs stakeholders v. Conducted change-management interventions to Customs staff based on integrity issues arising from survey e. GRA Integration and Modernization - Stakeholder Engagement Programme i. Sensitized stakeholders on the GRA integration and modernization project ii. Conducted change-management sessions for GRA staff to ensure buy-in for the new system of Integration iii. Authored varied publications on the project. f. Private Sector Development Strategy / Customs Programme i. Ensured trade facilitation through information dissemination ii. Engender Private Sector participation in streamlining processes at ports of entry iii. Conceptualized and built 4 Client Service units at Customs offices g. Ghana Customs / USAID HIV/ STIs Project i. Conducted workshops and surveys to identify key HIV/STIs risk factors of Customs staff and border communities ii. Implemented information, counselling and direct intervention among Customs staff. iii. Built and managed Staff Teams and Peer-educators at regional and station levels at Customs offices nationwide. h. Contraceptive Security Committee - Ministry of Health, Ghana i. Supported the national effort in contraceptive interventions for urban and rural communities ii. Conducted studies in rapid needs assessment and keeping supply chain balance iii. Conducted change management interventions to address communities’ perceptions on contraceptive usage iv. Provided communication support in the development of training module for stakeholders and partners at national, district and sub-district levels. v. Helped team in attaining international donor support for sustained Contraceptive Security i. Other Project-Related Activities i. Handled a broad range of communication and relationship projects in both public and private sectors such as the GRA, UNDP, USAID, the World Customs Organization (WCO)., DANIDA, GIZ, etc. per strong leadership, motivational and project management skills to fulfil set objectives. ii. Conducted yearly corporate relationship activities in Kumasi, Sunyani, Wa, Bolgatanga and Tamale Sectors: • Media soirees to link Customs management and mass media personnel regarding customs operations and media expectations for news and information, as well as establish working friendships • Public education campaigns via durbars, radio interviews, and lectures for varied stakeholders and interests • Stakeholders’ forums to link CEPS with its clients in soliciting perceptions regarding customs performance and ways to improve same iii. Have managed events and mobilized resources for seminars, and outdoor activities including the SSACEPS National Endurance Walk in Kumasi, the 2007 Corporate Plan Sensitization Workshop for CEPS in Kumasi, and the 2004 Ghana Security Services Games iv. Member of team that in developed the New Ghana Customs Charter that outlined the obligations of customs clients and officers to ensure public accountability, joint-responsibility and acceptable service delivery v. Have initiated and edited various brochures and newsletters that deal with internal and external publics vi. Participated in teams that have produced and published GRA Annual Reports vii. Solely conducted a Customer Research as part of the ISO 9001:2000 Certification process in Ghana Customs Service viii. Innovating and implementing strategies to motivate employees and clients to reach their optimum service delivery interests, including establishing client service centres in Customs offices at Ghana Customs Headquarters, Airport and Tema j. Training Courses Provided to Corporate Clients a. Lecturer – Customs Academy, Kpetoe Course Content • Public Relations, Customer Care and Marketing • Presentation Skills • Communication Strategies and Audits • Process Management, Event Management and Protocol Services • Issues and Crisis Management b. Lecturer Institute of Public Relations, (IPR) Ghana – Professional Accreditation Examinations Subject/Topics: • Speech Writing • Communication Case Studies • Government Relations and Public Sector PR c. Resource Person - University of Cape Coast – IPR Students Chapter Topic: Values and Ethics in PR – 2019 d. Volta River Authority Conducted a Refresher Course on Communication and Relationship Capacity Building for the Corporate Communications Unit of VRA. Venue: VRA Training School – Akuse Course Content: • Corporate Branding and Reputation Management • Issues and Crises Management o Crisis Contingencies Profiling o Crisis Communication Team o Crisis Communication Plan • Media Management o Basics in media management o The media cycle o Media skills o Media law o Media monitoring and content reviews • Report Writing • Produced Workshop overview and evaluation report to Client. e. Kofi Annan International Peacekeeping Training Centre (KAIPTC) Accra. (Resource Person) Topic: Process Management for Small Arms Control - Fourth Policy Level Training Seminar for Presidents of National Commissions on Small Arms and Light Weapons in ECOWAS Member States. Venue: IBIS HOTEL, LOME – TOGO k. Founder/Director – Amadeus Stream Wellness Center, Kasoa, Ghana (Provider in Gym, Spa and Herbal Medicine). l. Co-Director – G-Heroez Consult Ltd (Provider of Customs House Freight Forwarding and Clearing Services in ports and frontiers of Ghana).

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Editorial Contributions

We know that the last few years have been challenging for many businesses, but we wanted to know why in particular it has been so with the Contact Center industry - and who best to ask but industry professionals.
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The last several years have been rather challenging for all business sectors, and while on the teeter-totter of recovery, we are still unsure how the future will affect us. We asked contact center industry professionals what has been some of the greatest challenges of the past 12 months.
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