Yvonne Ohui MacCarthy is the President and head consultant of ICSP – Institute of Customer Service Professionals (www.icsghana.com). She is currently the board chair of the West African Association of Customer Service Professionals (www.thewaacsp.com). She is the creator and organizer of the Ghana Customer Service Index (ghanacsi.org), a yearly survey and analytic publication of customer service performance for the 10 different sectors in Ghana. She is a former banker who worked under the authorization of the FCA formerly FSA in the UK.
Her love for customer service pushed her to acquire a Customer Service Professional (CSP) qualification from the London Institute of Banking and Finance (LIBF). She also has the Professional Award In Training The Trainer from the London Institute of Public Speaking and an award for the Advanced Training The Trainer from Institute of Leadership and Management (ILM)UK. She is a consulting facilitator for the British Council in Ghana. Her customer service expertise spans over 15 years including her time with two very reputable banks in the UK, NatWest and Santander in the areas of service quality and customer service management. She has also worked for Mcvities, FCUK, Monsoon in her early working years. She has trained many individuals and businesses in Ghana, Sierra Leone, Liberia and Côte D’Ivoire.
Yvonne is an online training advocate and course content creator and has her own online customer service certification course platform (www.courses.icspghana.com). She is also a Udemy instructor with over 3500 students all over the world. She is a public speaker and loves to speak on education, personal development, customer service and anything that empowers the youth. Her institute is currently a member and a partner of the West African Association of Customer Service Professionals (www.thewaacsp.com)
She is the creator of the ServeCheck (www.icspghana.com/servecheck/) accreditation in Ghana which is a national customer service evaluations standard, independently recognising an organisation’s achievement in customer service and its commitment to upholding those standards.
She speaks on issues of customer service on different radio and TV platforms in Ghana. She is a two times nominee for the 40under40 award under the education category for 2018 and 2019. She was awarded the customer service consultant of the year for 2018 – 2019 by the Ghana Customer Service Awards for her unflinching contribution to customer service in Ghana. She was awarded and recognized for her dedication and focus on customer service in Africa by IRDM in Eswatini in 2020 during Eswatini’s customer service week. Yvonne is also a Special Gem honoree for the ADN hall of fame 2020. She has consulted for and trained companies such as CFAO, KPMG, British Council, Fidelity Bank, Access Bank, ADB, Versus Bank ( Côte d’Ivoire ) BROLL, Runn Free Technology, Orca Deco, Benmarine Services, NOVA Chiropratic and University of Ghana Medical Center (UGMC).
Yvonne wants to be Africa’s top level customer service thought leader, and contribute to creating a customer service blueprint for Africa