Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Languages
Certification
Accomplishments
Affiliations
Training
Leadership Experiences
Timeline
Generic

Abigail Ama Boatemaa

Leeds

Summary

Dynamic customer service professional with proven success at PJG Financial Limited, enhancing customer satisfaction through effective problem-solving and CRM software proficiency. Recognized for mentoring team members and driving retention strategies, achieving a 60% improvement in customer experience. Adept at multi-task management and fostering strong client relationships. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Representative

PJG Financial Limited
Leeds
01.2025 - 06.2025
  • Answered customer inquiries via phone, email, and chat.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Led on- and off-site customer support teams across multiple time zones.
  • Collected deposits or payments and arranged for billing.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Strengthened customer retention by offering discount options.
  • Supported sales team members to drive growth and development.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Mentored junior team members and managed employee relationships.

Care Worker

PreCare Services
09.2023 - 11.2024
  • Assisted with personal care tasks such as bathing, dressing, toileting, and grooming.
  • Developed individual care plans based on assessments of the needs of each client.
  • Transported clients to medical appointments and other necessary errands.
  • Ensured that client safety was maintained through regular home visits.
  • Monitored medication administration schedules and assisted with medication reminders.
  • Provided timely reminders for patient medication administration.
  • Planned and prepared daily client meals to conform with specific dietary requirements.
  • Recorded patient vital signs for medical review.
  • Provided support for physical, emotional and social needs of clients.
  • Assisted client with personal hygiene, mobility and transportation.

Care Support Worker

Becoming Creation Agency
11.2022 - 08.2023
  • Helping clients with transportation, house cleaning, personal hygiene and meals.
  • Organising and assisting with recreational activities.
  • Assisting service users with their environment and day to day activities.
  • Making recommendations for changes and improvements in client care.
  • Excellent leadership qualities and supervisory experience.

Call Center Representative

Vodafone
Accra
01.2022 - 09.2022
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Updated databases with new and modified customer data.
  • Prevented key account losses by researching discrepancies and correcting problems.

Pharmacy Assistant

OSON'S CHEMIST
06.2021 - 08.2021
  • Served customers by selling products and meeting customers need.
  • Monitored prescription-filing process to ensure compliance with relevant regulations and pharmacy policies
  • Took inventory of drugs on hand and recorded results.
  • Gave general assistance with daily pharmacy activities.
  • Resolved customer complaints by investigating problems, developing solutions, preparing reports and making recommendations to management.
  • Contributed to team effort by accomplishing related results as needed.

Wellbeing Coordinator

Future of Africa- National Service
08.2019 - 08.2020
  • Developed a strategy that improved the firm’s correspondence management system by 70%
  • Boosted funding body performance by 50% by ensuring timely reporting of data to meet funding body requirements.
  • Developed a robust approach to solving the socio - emotional of children
  • Ensured timely referrals of children to appropriate institutions for support
  • Improved student general performance by 60% by actively developing care plans to monitor the health and social progress of scholars and children.

Fieldworker

STL Amandi Foundation
07.2018 - 08.2018
  • Provided counselling and teaching which positioned mentee to thrive in difficult circumstances.
  • Developed monthly reports on activities to feed into performance assessment and monitoring

Social Worker

Hope Training Institute
09.2018 - 03.2018
  • Ensured quality control by conducting aftercare investigations and reports which boosted the monitoring and evaluation of beneficiaries.
  • Developed a coping strategy by mentoring and coaching children who had difficulty adapting to new environments.
  • Boosted student performance by 70% by developing a mechanism to assist students to discover their strengths, weakness, and interests

Intern

Star Assurance Company Limited
06.2017 - 08.2017
  • Improved customer experience by 60% by proactively responding to client enquiries.
  • Ensured due diligence by insuring vehicles by following insurance standards
  • Boosted the firm’s feedback mechanism by swiftly responding to client enquiries.
  • Developed and maintained an efficient correspondence system

Education

Bachelor of Arts - Social Work with Sociology

University of Ghana, Legon
Ghana
11.2019

High School Diploma -

Knust Senior High School
Ghana
06.2014

Skills

  • Customer service
  • Data entry
  • Customer relationship management
  • Call management
  • Customer RMA management
  • Live chat support
  • CRM software proficiency
  • Tracking complaints
  • Multi-task management
  • Merchandise upselling
  • Microsoft Excel
  • Microsoft outlook
  • Recordkeeping strengths
  • CRM software
  • Multi-line telephone operations
  • Problem solving
  • Sales support
  • Team leadership

References

  • Kwabena Frimpong, Manso, Dr., +233(0) 24 390 8246, University of Ghana, Department of Social Work
  • Torwomenye Kwasi Mawuli, Azaglo, Mr., tk@futureofafrica.org, Future of Africa, Chief Executive Officer
  • Gertrude Yayra, Hukporty, Miss, gertrude.hukporty@thevillageofhope.com, +233 (0) 24 3908 246, Hope Training Institute, Social Worker

Hobbies and Interests

Reading, Traveling and Exploring, Watching movies

Languages

English
Full Professional

Certification

  • Certified Customer Service Professional (CCSP)
  • Customer Service Leadership Certification
  • Microsoft 360 Certified Professional

Accomplishments

  • Employee Of the Month Of July (Vodafone Ghana)

Affiliations

  • Hospital volunteering
  • Fundraising for charities
  • Food Banks

Training

  • Global Impact Network Ghana Fostering innovation and entrepreneurship as well as tackling pressing challenges in our communities through the decision-making process.
  • O ‘Africa Child Protection The importance of family and kinship relation as a better solution to children instead of the institutionalization for vulnerable children.
  • Parliamentary Training Institute Law-Making processes in Ghana.

Leadership Experiences

  • September 2018 - To Date Church Steward- World Evangelism Ministries, Shiashie-Accra
  • 2017/2018 Academic Year Floor Representative- Jubilee Hall, University of Ghana, Legon
  • 2013/2014 Academic Year Secretary Red Cross Society- KNUST SHS

Timeline

Customer Service Representative

PJG Financial Limited
01.2025 - 06.2025

Care Worker

PreCare Services
09.2023 - 11.2024

Care Support Worker

Becoming Creation Agency
11.2022 - 08.2023

Call Center Representative

Vodafone
01.2022 - 09.2022

Pharmacy Assistant

OSON'S CHEMIST
06.2021 - 08.2021

Wellbeing Coordinator

Future of Africa- National Service
08.2019 - 08.2020

Social Worker

Hope Training Institute
09.2018 - 03.2018

Fieldworker

STL Amandi Foundation
07.2018 - 08.2018

Intern

Star Assurance Company Limited
06.2017 - 08.2017

Bachelor of Arts - Social Work with Sociology

University of Ghana, Legon

High School Diploma -

Knust Senior High School

Similar Profiles

CREATE PROFILE