About Yvonne Maccarthy

Yvonne is Founder of the Institute of Customer Service Professionals (ICSP), Board Chair of the West African Association of Customer Service Professionals (WAACSP) and Board Chair of the University of Ghana Medical Center Client Service Committee. Yvonne is also an Advisory Board Member of Customer Experience Evolution Africa (CEEA).

Yvonne has over 17 years working experience within the customer service space and has worked with two very reputable banks in the UK namely NatWest and Santander in the areas of service quality and financial planning management before moving to Ghana to set up her own institute in 2010.

Yvonne holds a customer service professional (CSP) qualification from the London Institute of Banking and Finance and the FPC certification authorized by the FSA (Financial Services Authority) in the UK. Yvonne also holds a certified Train the Trainer certificate from the Institute of Public Speaking UK and an advanced Train the Trainer certificate from ILM UK. She is a Harvard Business School Executive Education Alumni.

Her current role as President and Facilitator of ICSP is to introduce different ways of improving the customer service culture of businesses and to introduce  students  to customer service even before they start working. As a customer service consultant her role is to provide Ghanaian businesses with practical customer service solutions.

Yvonne is one of the few consultants on the British Council projects, the Connecting Classrooms and Blazing Trails. She has trained people across Africa in the last 10 years in the areas of customer service, interpersonal skills and personal development.

Yvonne demonstrates her expertise through her role as a resource person on different radio and TV platforms. She was also the host for TV Africa's business program "How are you doing Ghanaian business?" Her clients include press, Kingdom books and stationery, Ghana Commercial Bank, Top talent resources, British Council, Aramex, Nova Chiropratic, UEW, BROLL, Goldman Capital, Benmarine Services and Abii National.

She is a two-timed 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. Yvonne is also a Special Gem honoree for the ADN Hall of Fame 2020.

Yvonne wants to be Africa’s top level customer service thought leader, and contribute to creating a customer service blueprint for Africa.