To round off the 2023 customer service year, the duo of Lilly-West Buloala Ransome (Nigeria) and Barbara Owusu-Hermeng (Ghana) have been conferred with the associations highest membership; Fellow of WAACSP. Taking into account their impact to the WAACSP community, passion for service, track record and customer service trajectory, the 2023 CSW activities committee, recommended the honour of the duo with the fellows membership which was ratified by the management board.

In their appointment letters, the board chairperson Yvonne Ohui MacCarthy thanked the duo for the amount of work they’ve put-in in making WAACSP an association of impact and repute, praising their availability for the association, the community and all members of WAACSP across all categories, countries, creed and other divides.

Mrs’s Lilly-West and Owusu-Hermeng have grown through the ranks at WAACSP undertaking both the Basic and Advanced certifications and also the WAACSP Trainers Network program leading to being accredited as certified customer service trainers in 2022 and 2023 respectively.

A professional Nurse with over three decades clinical nursing experience for Lilly-West and customer/client PR experience  nearing two decades for Barbara, both are members of the WAACSP Trainers Network (WTN) and reputable members of professional bodies in their respective primary career fields.

Deserving congratulations to both CS practitioners with the urge to see their elevation to the body’s highest membership as a call to greater service and mentor to young CS professionals.

“See your admittance to the hallowed fellows chamber as a call to greater service as we look to your experience and leadership in CS advocacy and  to help grow the association in the region”  ended Yvonne MacCarthy’s letter.

Here’s a brief profile of our new fellows:

Barbara Owusu-Hermeng:

Ms Barbara Owusu- Hemeng is the Head of Client Services and Public Relations at the University of Ghana Medical Centre, Accra Ghana.
 
She holds  a   BA Hons degree  in Sociology and Political Science (University of Ghana)  and a  law degree (Mountcrest Univ College). She also holds a Master of Arts  degree in Communication Studies  and an LLM degree in  Alternative Dispute Resolution both also from the University of Ghana, Legon.
 
Barbara commenced her communications career at Stratcomm Africa and has over 18 years experience  in amplifying the role of Communications  and Client Services in Ghana 's educational,  health  and NGO sectors.
She is an accredited member of the Institute of Professional Studies, Ghana and a member of the West Africa Association of Customer Service Professionals.
Her main interest is in  building and nurturing of lasting and mutually beneficial relationships between organisations  and their stakeholders to enable  them fulfil their vision, mission and actualise their values.

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Lilly-West Buloala Ransome:

Dr. Nr. Lilly-West Buloala Ransome is currently a Health Transformation support professional, a quality assurance & control nursing  practitioner adding value as the health transformation expert responsible for enhancing patient and provider experience using innovative and digital methods.  Playing an integral role in the health team by making high-quality, accessible, and value-driven care possible for patients across the entire shell health Nigeria.
 
She is a seasoned nurse with over 30yrs experience both in the public and private health sectors. Passionate about data driven results, quality assessment and the use of quality improvement tools in health care evaluation.

Co-facilitated hospital inspection and accreditation which has led to accreditation of her hospital thrice by an international accrediting body(COHSASA).

She is a Fellow of the West African College of Nursing and has served in various capacities and currently the chairman of the south-south zone in Nigeria.

Dr. Nr. Lilly-West has been a Keynote speaker, honored with awards nationally and internationally for her contributions to the development of Nursing. She holds a Ph.D. In Nursing and currently undertaking a 3rd master’s degree in Nursing.

CS career:
Lilly-West  is a Certified Customer Service coach and trainer with the West Africa Association of Customer Service Professionals with focus in Healthcare. Passionate about improving healthcare professional’s attitude towards customer experience/satisfaction. Interested in building strong customer relationships, brand loyalty and  customer engagement.  Delivering training programs to address skill gaps in employees and promote a  “people-first” attitude. Has improved uptake of Customer Satisfaction surveys to drive  patient focused perspectives and voice to achieve best outcomes and experience. Has also aligned healthcare Services  with business strategies and vision.
 
Milestones:

• Nurse practitioner 30yrs and counting.
• Quality assurance and control nurse.
• Certified Customer Service Professional.
• Certified Customer Service Trainer/Coach.
• Certified Continuous Improvement practitioner.
• Certified Quality and Patient Safety Practitioner/Healthcare Auditing.
• Mental Health First aider/advocate.
• Trainer-”SMILE "project to  promoted Good Customer Handling & Compassionate Care.
• Resource person for the West African College of Nursing and the Nursing and Midwifery Council of Nigeria for over 12 years.
• Translating Data to drive quality and improvement  outcomes.
• Facilitating hospital accreditation.
• Keynote speaker/Coach/Mentor.
• Founder and chief errand officer -Nurse Innovators.

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The Fellows membership (senior citizens) is the body’s highest membership category occasioned primarily as recognition to the recipient for service delivery track record, longevity and dedication to service.  The association sees  it's  fellows as leaders in the industry and are committed to help accentuate the advocacy for excellent service culture, guiding and mentoring young and upcoming customer service practitioners  in our network.

All three (3) membership categories of WAACSP can be found on HERE.

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