With the new customer-focused approach of Tigo Business, Mr Essien’s more than 16 years working experience in customer operations would drive the company’s quest to deliver an unmatched customer experience for its business clients who are signed on to the new and improved Tigo Business.
Tigo Business was rebranded in 2015 to aid growth for both corporates and SMEs by providing tailor-made business solutions through connectivity to boost business efficiency and productivity.
Mr Essien was until the end of June, the Acting Director for Tigo Business; a position he had been occupying since December 2015.
He joined Tigo as Director of Customer Operations in April 2014 from Vodafone where he led customer operations and user experience.
Since taking over, Tigo Ghana’s customer satisfaction ratings has increased by 34 per cent in a recent customer satisfaction poll, while the company’s service delivery ratings also increased six-fold.
Under his able leadership, the Customer Operations Unit at Tigo has been able to setup a 120-seater ultra-modern Digital Support Centre and increase its retail footprint across the country.
Remarking on Mr Essien’s appointment, the Chief Executive Officer for Tigo, Roshi Motman, commended him for effectively managing both units in the past few months.
“I am confident that Stephen will continue to lead the Tigo Business team to deliver top-notch services to our business clients.
He has been great these past few months and I believe his wealth of experience in customer service will continue to deliver great results,” she said.
Mr Essien has an MBA in Innovation and Change from St John’s University in York, UK and a BSc in Sales and Marketing from Atlantic International University.
Tigo started operations in Ghana in 1992 as the first Mobile Network Operator. It is part of Millicom International Cellular (MIC), which provides mobile, voice, data, cable television, broadband and financial services to over 50 million customers in 13 emerging markets in Africa and Latin America. In Ghana it was launched under the name Mobitel and has since been operating for 24 years with a current subscriber base of over 5 million subscribers.