Customer Service Representative

ABENA ADDAI-YINKAH

***** ****** *** ******** ********

Phone: 202-***-****

************@*****.***

EDUCATION

Health Life and annuity insurance License 2023

Google IT Helpdesk professional certificate 2023

Cambridge International College, C.I.C-UK 2013

Bachelor of Art – Business Administration

Concentration: Project Administration Institute of Management Studies, Kumasi, Ghana

Diploma in Marketing 2004

RELEVANT EXPERIENCE

HINDUJA GLOBAL SOLUTIONS, Remote 2021-2022

Customer Service Representative

Handling inbound and outbound calls and also connected customers to other departments as needed.

Assisted clients upload documents

Assisted clients to troubleshoot and solve navigation problems.

Solved log in issues for customers like password resets

Walked clients through products and benefits of the company to enable them make selections.

Enrolled customers in their insurance benefits.

Answered enquires and complaints regarding company products /services and followed due procedures to escalate issues to appropriate channels when necessary.

Contribute to team effort by accomplishing related results as needed.

Helped customers via chat, phone and email

Resolved basic billing questions for customers

Documented customer interactions via sales force and unified desktop

Generation and responding to trouble tickets and ensuring resolution of customers issues via company’s laydown procedures.

Amazon Inc., West Jefferson, Ohio

Fulfillment Center Associate 2019-2020

Received and understood work orders to determine the type and quantity of items ordered by customers.

Obtained storage location information from the merchandise database to assist in locating the item.

Located items in storage areas and compare the information on them with work orders to ensure conformance.

Used sales forecasting or strategic planning to ensure the sale and profitability of products, lines, or services,

analyzing business developments and monitoring market trends.

Checked items to ensure that they are in good condition and conform to quality specifications and perform packing and

boozing duties.

Properly recorded all picked and packed items into the Amazon order database.

Ensured that all documentation regarding packed items is generated from the system and handed over to the delivery

personnel.

Arranged all incoming shipments in designated storage areas according to established protocols.

Kroger Central Fill Pharmacy

Pharmacy Technician, Columbus, Ohio 2018-2019

Assisted store leaders and associates in providing a positive customer shopping experience and increase associate interest in customer service/relations to enhance the company’s reputation as the ‘Best in Class’ in the retail food industry.

Entered patient’s information into computer accurately and efficiently.

Created an environment that enables customers to feel welcome, important and appreciated by answering questions

regarding products sold throughout the store.

Counted, measured and prepared specified product using company best practices.

Processed customer transactions in a quick and efficient manner.

Understood and follow company guidelines on tendering electronic fund transactions, such as credit/debit cards, EBT and gift cards, as well as cash and check transactions.

Understood the operation of the cash register and follow all cashier handling policies to prevent loss.

F & A Building and Business Consult, Brong Ahafo, Ghana

Marketing Manager 2012-2018

Identified, developed, and evaluated marketing strategy, based on knowledge of establishment objectives, market

characteristics, and cost and markup factors.

Formulated, directed, and coordinated marketing activities or policies to promote products or services, as well as working with advertising or promotion managers.

Evaluated the financial aspects of product development, such as budgets, expenditures, research and development

appropriations, or return-on-investment and profit-loss projections.

Developed pricing strategies, balancing firm objectives and customer satisfaction

Compiled lists describing product or service offerings

Consulted with product development personnel on product specifications such as design, color, or packaging.

Used sales forecasting or strategic planning to ensure the sale and profitability of products, lines, or services,

analyzing business developments and monitoring market trends.

SKILLS

Computer: Proficient in Microsoft Word, Excel, PowerPoint, Sales force, Citrix, Microsoft Teams, Avaya Outlook, slack.

Languages: English, Twi (Ghanaian language) and Igbo (Nigerian Language)

SPECIAL ATTRIBUTES

Coachable and fast learner, Hardworking, Dependable, Problem Solver, self-motivated, Good oral and written communication, team player etc.

Contact this candidate