Kwame Boateng

Focus Support agents for fintechs and mobile-money operators across West Africa.

Languages in production English, French, Twi and Pidgin, because that is what customers actually write in.

What I care about Escalation rules and tone. An agent that invents a policy costs more than the queue it replaced.

Running now 12,000 tickets a month at a Ghanaian lending app, first response under two minutes, prompts maintained by my team rather than the client's.