Yvonne Ohui MacCarthy (CSP) is the President and head consultant of ICSP ( Institute of Customer
Service Professionals). She is the board chair of the West African Association of Customer Service
Professionals. She is also an advisory board member of the Customer Experience Evolution Africa.
She has a Customer Service Professional (CSP) qualification from the London Institute of Banking
and Finance (LIBF).
She is a former banker who worked under the authorization of the FCA formerly FSA in the UK. She
acquired her banking qualifications from the Chartered Insurance Institute (CII) UK. Yvonne has the
Professional Award In Training The Trainer from the London Institute of Public Speaking and an
award for the Advanced Training The Trainer from Institute of Leadership and Management (ILM)
UK. She is a Udemy instructor and creates online customer service courses for students all over
the world with some of her courses being highest rated.
She has trained and coached many people and consulted for many organizations in and out of
Ghana in the areas of customer service. She has trained many individuals and businesses in
Ghana, Sierra Leone, Liberia, Eswatini and Côte D’Ivoire under the Institute of Customer Service
Professionals and the British Council on their Connecting Classrooms project.
Her current role as board chair is to facilitate the creation of a customer service blueprint for the
West African sub region and Africa eventually. Her 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 in Ghana and within the sub region.
As a customer service consultant her role is to provide Ghanaian businesses with practical customer
service solutions. Her passion is to help organizations and individuals within Africa with poor
customer service make a 360 positive turn around.
The objective is to creat a customer service
recovery roadmap and hold her client’s hands through that journey.
Yvonne is an online training advocate and has created her own customer service online learning
platform for the virtual population. She is a public speaker and loves to speak on education,
personal development, customer service and anything that empowers the youth.
She speaks on issues of customer service on different radio and TV platforms . She is a 40under40
nominee under education for 2018 and 2019. Yvonne 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. She was inducted into the Ada hall of fame and was
awarded a Special Gem Honors for the year 2020.
She was also honored and awarded at the Eswatini customer service week for her outstanding
contribution to customer service in Africa.
She is the creator and organizer of the Ghana Customer Service Index (GCSI) the only data
collection, analysis and publication of customer service performance for the different sectors in
Ghana., which is run annually. Yvonne has consulted and trained for companies such as Versus
Bank (Cote D’Ivoire) Access Bank, Hollard, UGMC, CFAO, KPMG, Fidelity Bank, Orca Deco, British
Council, NYEA, BROLL, Runn Free Technology and Metropolitan Pensions Trust.
Yvonne wants to be Africa’s top level customer service thought leader, and contribute to creating a
customer service blueprint for Africa.
For bookings and interviews contact:
(African Seasoned Speakers Network: We Stand For Credibility, Responsibility, Impact, Legacy & Total Transformation of Africa’s Human Capital Development)
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