Profile: Margaret Takyi-Micah

PROFILE OF MARGARET TAKYI-MICAH
Margaret Takyi-Micah is a distinguished Business Growth and Client Success
Strategist, African Women’s Wealth Advocate, and Leadership Coach and Consultant.
Widely recognized as the “Queen of Customer Service,
” Margaret has built an illustrious career transforming customer service cultures across diverse industries.

EDUCATION AND HONORS:
Margaret holds an MBA from Henley Business School, UK, and a degree in English
with Linguistics from the University of Ghana, Legon. On its 50th anniversary, the
Department of Linguistics honored her as a distinguished alumnus. She also served
on the Advisory Board of the College of Humanities at the University of Ghana,
Legon.

PROFESSIONAL EXPERIENCE:
With almost 30 years of dedicated service in customer experience, Margaret has
developed and implemented robust customer experience strategies that have
revolutionized organizations. Her expertise as a Client Success Strategist has
consistently helped businesses enhance their customer success through strategic
planning, implementation, and comprehensive training programs. Over the past
decade, she has trained senior executives and leaders across various industries. She
helps the Business owners (2x-10x) increase their Business Revenue.

ACCOLADES AND LEADERSHIP ROLES:
Margaret’s exceptional contributions have been recognized with numerous awards,
including the Customer Service Excellence ICON of the Year at the 2020 Women in
Banking and Finance Awards. This award is a reminder of her impact in the customer
success space, having developed a Complaints handling Guide for Barclays Africa,
representing Ghana as part of the magnificent 4, including Zimbabwe, Mauritius,
and Tanzania. In addition, she initiated and implemented the touch pads, which
provided real-life service experience in Branches with customer feedback at the
touch of a button. Her exposure and experience in different sectors have enabled her
to bring her rich experience to the first-ever customer service academy, a vehicle she
has used to train hundreds of people within and outside Ghana. She is also the
council chairperson of the Customer Experience Professionals Association,
inaugurated on October 8, 2021.

She currently helps SMEs to scale their businesses, using business diagnostics to
determine areas that need improvement.
Margaret has been nominated for: Most Outstanding Female in Business Consulting”
by Feminine Ghana Achievement.

AUTHORSHIP AND THOUGHT LEADERSHIP:
Margaret is the author of “Better Service, Greater Profit Book – How to Implement a
Customer Service Strategy,
” a must-read for executives committed to using customer
service as a key differentiator in industries such as financial services, healthcare,
retail, and manufacturing.

GLOBAL INFLUENCE:
An accomplished speaker at the World Economic Forum, Margaret presented a
compelling case study on Barclays’ customer service initiative at the Health Care
Leadership Forum in Ghana. Her insights highlighted the parallel challenges faced in
both private and public sectors in meeting customer demands, emphasizing the
critical role of customer service in achieving excellence.

MEDIA PRESENCE:
Beyond consulting, speaking, coaching, and writing, Margaret is a prominent media
personality. For over four years, she has provided valuable Customer Experience tips
on Joy FM’s Cosmopolitan Mix, captivating a discerning audience. Her expertise has
also been featured on GTV, e-GTV, and other Multimedia Group platforms.
Margaret continues to inspire and lead, championing the cause of exceptional
customer service experience and leadership excellence across Africa and beyond.