| Assistant Commissioner; Customer Experience; Ghana Revenue Authority | 

| Customer Experience Consultant | Certified Professional Corporate Trainer – IAPPD Global |

Birago Antwi- Agyei is a Customer Service Practitioner with over 20 years’ experience in Customer Service. Within this period, she has been involved in delivering customer service in the airline and banking industries. Her areas of expertise include Strategy formulation, Training Needs assessment, Developing and facilitating training programs. Her expertise also spans to Executive Office Management.

She is a Doctor of Business Administration from the Swiss Business School, A Master of Applied Business Research with the Swiss Business School, a Master of Business Administration – Marketing from GIMPA and a Bachelor of Science, Administration with Human Resource as Major.

Birago started her career in the Airline Industry as a Flight Attendant with the erstwhile Ghana Airways the then National Airline. She rose to become a flight purser and operated presidential flights. She later trained as an Airline Customer Service Trainer offering customer service training for new flight attendants.

Birago would later join erstwhile uniBank as an Executive Assistant to the then Deputy MD. This position which was an office manager role proved to be very insightful. It afforded her a chance to understand the value of administrative procedures and corporate governance. She would move on to manage the executive office as the Executive assistant to the Managing Director. Birago was appointed the Head of Service Quality, a role she held for six years. 

During that period, Birago together with her team won many Customer service awards for the bank, making uniBank the most nominated Bank in the prestigious CIG Banking Awards. During her tenure as Head of Service Quality she developed training modules and personally trained staff from entry level to senior management level. Notable among her achievement as Head of Service Quality was elevating Service Quality from a three-member unit to a 21-member department following the creation of a contact center, her brainchild, which is still in use today with the now CBG.

Birago has special interest in working with the underprivileged; the passion that drove her to push for the setup of a Corporate Social responsibility desk for the erstwhile uniBank. She took a personal interest in setting up the unit and crafting the policy framework to guide the bank in the choice of projects to undertake.  Birago has facilitated a number of customer service training programs which include but not limited to:

• Getting the Foundation right in Service delivery
• Complaint Handling
• Relationship Management
• Effective Communication
• Setting Service Standards
• Modelling Exemplary service skills
• Grooming and Etiquette 

Birago has also attended conferences and Training programs including SQI conference in Minnesota USA, 2015, Train the Trainer program at GIMPA and Bancassurance Conference held in Cape Town, South Africa.