Customer Service Agent

VERONICA AMOAH

NO.** High Tension Link

Abelemkpe

Accra-Ghana

Tel: 053*******

E-Mail: ***********@*****.***

Objective

To continuously enhance my knowledge, skills and experience in a challenging environment and utilize them for personal and organizational growth to the best of my ability. Personal Summary

Dynamic professional with a proven track record of enhancing customer experience and streamlining operations. Excelled in problem-solving and maintaining a positive attitude under pressure. Skilled in customer service and adept at leveraging advertising practices to meet organizational goals. Achieved significant improvements in volunteer satisfaction and efficiency at Youth Link Ghana. Accomplished Customer Service Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships. Personal Data

Marital Status : Single

Nationality : Ghanaian

Date of Birth : March 8, 1993

Languages Spoken : English, Twi, Ga Adangbe and Hausa Educational History

2011 – 2011 :Ghana Institute Of Journalism, Osu _Accra Bachelor of Arts in communication Studies.

2007 – 2011: Hark Mount Sinai Senior High School, Akropong Akwapim WASSCE Certificate Examination – [General Arts Option] . 2005 – 2007:Queens Model School, Mamobi

BECE Certificate Examination

1998 – 2005 :Honesty Nursery & Preparatory School,Mamobi.Accra- Ghana Work Experience

TLS Contact Company

APRIL 2017-November 2024

Customer Service agent

Responsibilities Include:

● Informed clients of policies and services

● Enroll Applicants Biometrics

● Process and Scan documents

● Goes on TELS

● Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.

● De-escalated and resolved customer complaints with punctual, polite and professional service.

● Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions

● Managed high-stress situations effectively, maintaining professionalism,under pressure while resolving disputes or conflicts.

● Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

● Handled escalated calls efficiently, finding satisfactory resolutions for company and customers

● Responded to customer requests for products, services, and company information.

● Enhanced customer satisfaction by promptly addressing concerns and providing accurate information

● Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

● Assisted customers in navigating company website and placing online purchases

● Exceeded performance metrics consistently and earned recognition as a top performer within the team.

● Trained new Customer Service Representatives on company policies and work procedures. Ghana Institute of Journalism, Faculty of Journalism September 2015 – 2016

National Service Personnel

Teaching Assistant

Responsibilities Include:

Encouraged creative thinking and motivated students by addressing individual strengths and weaknesses based on standardized testing results.

• Supervised learning groups of students in classroom stations.

• Managed classroom behavior effectively by establishing clear expectations and consequences, ensuring a focused learning atmosphere.

• Assessed student progress with regular formative and summative evaluations, providing constructive feedback for growth.

• Promoted critical thinking skills in students by designing real-world problem-solving activities within the curriculum

• Worked on a team of teachers as part of school-in-school structure. Radio GIJ, GHANA INSTITUTE OF JOURNALISM.

Reporter / Newscaster [Volunteer]

Responsibilities Include:

● Reports stories

● Edits news stories

● Broadcast news stories

Youth Link Ghana, Accra

[Volunteer]

2

2006-2012

Responsibilities Include:

• Collaborated with department heads to identify specific needs for volunteer support, leading to better resource allocation.

• Promoted a positive volunteer culture with regular recognition events and open communication channels.

• Increased overall satisfaction among volunteers by initiating regular surveys to gather feedback about their

experiences.

• Reduced administrative burden by creating templates for common documents, such as volunteer orientation materials and job descriptions.

Certification

● Teleperformance Employee Privacy Training

● Security Annual Refresher Certification Training

● Health and Safety Certification Training

● Radio Production Training Certificate.{ DW Akademie} Certificate of National Service

● Bachelor Of Arts in Communication Studies

● WASSCE certificate

● BECE certificates

Skills & Abilities

● Computer literacy

● Attentive to details

● Adapt easily and team player

● Excellent decision making skills

● Excellent communication and interpersonal skills

● Good knowledge of advertising practice and policies

● Ability to work well under pressure and to meet assignment deadlines Interests / Hobbies

● Writing

● Sewing

● Singing

● Reading

● Internet surfing

Referees:

Andrews Seli Serlomey

VAC Manager TLS

TEL: 020*******

Rev Samuel Aiesdu

CACI, Kotobabi Assembly

Resident Pastor

TEL: 020*******

3

WO1 Maxwell Asare

Ghana Armed Forces (Pay Office)

Christ Apostolic Church International

P. O. Box 278, Nima – Accra

Tel: 024-***-****

4

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