MTN has announced the appointment of Mrs Jemima Kotei Walsh as the new Customer Relations Executive. A product of Wesley Girls High School & the University of Ghana Business School, Jemima also holds an MA in Human Resource Development and Consulting from the Management School, Lancaster University, UK. She has vast experience in the field of customer service and until her current appointment she was the Senior Manager for Quality Assurance and Training/Customer Care Division and Acting Customer Relations Executive. A statement by MTN credited Jemima as being “instrumental in fuelling the growth of the company in recent years through her contribution to the implementation of various mechanisms to seek customer feedback and insight. She implemented the Customer Panel as well as the Voice of the Customer Programs (VOC). She also institutionalized an incentive scheme for the staff in the Customer Care Division and set up the Quality Function comprising, the Monitoring, Training, Complaints and Customer Intelligence Units.” In her new role, Jemima will be responsible for directing and executing customer related issues in the organization at a strategic level. “With the wealth of experience she brings to us, MTN Ghana has no doubt that Jemima will lead her team to deliver quality and effective customer service for the benefit of our subscribers” said the CEO, Brett Goschen in remarks welcoming Jemima to the executive team. MTN Ghana currently has five Ghanaian Executives three of who are females. Jemima’s appointment fulfills the commitment made by the CEO to significantly increase Ghanaian representation at MTN’s executive and managerial levels with those numbers more than doubling since 2007.