Customer Service Specialist

Akwasi O. Acheampong

**** * ***** ** ********* VA 22204 USA. Cell: 330-***-**** ************@*****.***

EDUCATION

Ohio University M.A -2018 International Relations

University of Ghana B.A- 2012 Political Science

Executive Summary

I am a Customer Service Specialist with a proficiency in executing high standard Customer services, handling difficult customers, providing administrative support by using tools and software like Customer Relationship Management, Salesforce, Multi-line phone system, Email Microsoft Suite, Microsoft Teams, Spreadsheet, Emails and many more, along with my special skills as a Detail Oriented, Empathetic, Problem Solver, Goal Oriented, Strategic Thinker, Effective communicator and Team Player, and ready to develop and broaden my knowledge as well as, working with professionals in order to apply expertise in meeting the organizational goal.

EMPLOYMENT

Customer service/ Sales specialist FedEx Office Arlington, VA

Jan 2020- Dec 2024

Directly assisted customers with all their inquiries

Received orders and resolved customer’s complex issues through phone calls and emails.

Assisted customers for online transactions.

Performed and Implemented appointment setting with client.

Ensured to maintain good relationship between customers and the office by using CRM.

Ensured accurate records of incoming and outgoing packages.

Updated customers information, including address and phone numbers.

Assisted customers to perform accurate and smooth transactions.

Scheduled client and customers appointment with new software tools.

Responded to customer requests and inquiries in a timely and efficient manner.

Prepared internal and external reports as needed.

Demonstrated independent decision-making abilities to provide quality customer satisfaction.

Ohio University August 2016- Jan2020

Administrative Assistant/ Customer Service Specialist, Center for International Studies. Athens, OH

Assisted current and prospective students on both academic and admission inquiries.

Explained department regulations to new students during orientation.

Updated students’ information, including address and phone numbers.

Assisted students and parent for their online payment through the school portal.

Assisted students to use the academic portal to select classes.

Assisted faculty in conducting qualitative research work and analyzing data.

Assisted in the planning of Center for International Studies student’s week, coordinated international students’ cultural events.

Assisted faculty on event planning.

Performed administrative related functions.

SKILLS AND ADDITIONAL INFORMATION

Knowledge and Skills: Knowledge in Customer Relationship Management CRM, Salesforce, Office Support, Phone Ethics, Confidentiality, Excellent communication both verbal and written, Conducting Research and Analyzing Data

Soft Skills: Empathetic, Problem Solver, Intellectual Curiosity, Detail Oriented, Respectful. Meeting deadlines, Team Player, Conflict Resolution

Computer: Experience with MS Office Suite (Excel, Word, and PowerPoint, Spread sheet, Microsoft Teams, Slack, Multi-Line Phone

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