Customer Service Rep

GRACE MENSAH

**** ********** ** ************, *****, Pennsylvania **********@*****.***

Professional Summary:

Dedicated and versatile professional with extensive experience in customer service, virtual assistance, and IT operations. Adept at multitasking and problem-solving, with a strong commitment to delivering exceptional service to clients. Possess excellent communication skills and a keen eye for detail. Seeking a challenging role where I can leverage my skills to contribute effectively to organizational success.

Work Experience:

1. Customer Service Rep. [BonKay LLC], [New York] [Feb. 2022 - Present]

Deliver exceptional customer service by addressing inquiries, resolving complaints, and providing product information by promptly handling an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate.

Maintain a knowledge base of the evolving product offerings, and improve customer retention by 9% by proactively recommending new products to existing customers.

Document customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers.

Increase average customer order size for new customers by 14% by understanding needs and recommending the right products.

Manage customer accounts, process orders, and facilitate returns or exchanges according to company policies.

Maintain accurate records of customers using CRM software while interacting with customers across email, phone, and social media.

Reduce customer escalation by nearly 10 percent.

Responded to over 30 calls per day in regards to customer accounts, service requests, product returns, billing inquiries, and questions about product usage. 2. Virtual Assistant [Yamous Ltd], [Hanover, Germany] [Oct. 2019 – Jan. 2022]

Provided administrative support to executives, including managing schedules, organizing meetings, and handling correspondence.

Conducted research and compiled reports on various topics to support decision-making processes.

Managed email and calendar systems, prioritizing tasks and ensuring timely responses to inquiries.

Assisted with project management tasks, including coordinating workflows and tracking milestones.

Handled confidential information with discretion and maintained high levels of professionalism in all interactions.

Communicated effectively with clients to understand their needs and deliver personalized assistance.

3. Client Service Representative [ECOBANK], [Ghana] [October 2015 – Aug. 2019]

Helped bank account holders resolve common issues related to debit cards, credit, loans and savings account.

Dispatched customers to the correct department when needed.

Received “A” level ratings when call quality was evaluated by the call center manager and branch supervisor.

Frequently upsold financial products such as credit cards, retirement accounts, insurance policies and checkbooks, increasing sales by 45%.

4. IT Officer [SYNOVATE GH], [Ghana] [June 2010 – Aug. 2015]

Managed IT infrastructure, including hardware, software, and network systems, ensuring optimal performance and security.

Provided technical support to employees, troubleshooting hardware and software issues promptly and efficiently.

Implemented and maintained data backup and disaster recovery plans to safeguard critical information.

Conducted regular security audits and updates to protect against cyber threats and vulnerabilities.

Collaborated with cross-functional teams to implement IT solutions aligned with business objectives.

Education:

Bachelor of Science in Information and Communication Technology, Presbyterian University, Ghana,

[August 2004 – June 2008]

Skills:

Excellent communication and interpersonal skills, with a focus on delivering outstanding customer service.

Strong organizational and time management abilities

Attention to detail and accuracy

Ability to work independently and collaboratively

Problem-solving and decision-making skills

Organized and detail-oriented, with the ability to manage multiple tasks and priorities effectively.

Proficient in Microsoft Office Suite and other productivity tools.

Familiarity with CRM software and project management tools.

Proficient in IT systems administration, including hardware, software, and networking technologies.

Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.

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