Adwoa T. Ofori
Summary
Customer support specialist with a proven track record in problem-solving and communication, enhancing client satisfaction through effective Salesforce utilization. Manages high call volumes while driving payment collections and resolving issues efficiently. Expertise in CRM systems and active listening fosters strong customer relationships and contributes to overall company success.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
Discover Financial Services
11.2018 - 06.2025
- Coordinated 50+ customer calls and messages daily, ensuring prompt follow-ups and timely issue resolution.
- Assisted 85% of customers with balance inquiries monthly, contributing to achievement of team goals through effective communication.
- Strengthened payment collections by offering flexible payment plans while nurturing customer relationships.
- Documented account updates and customer interactions in the system, maintaining accurate records to support service quality.
Customer Care Specialist
JPMorgan Chase & Co
08.2017 - 06.2018
- Reviewed and addressed customer tickets weekly, ensuring prompt resolution of issues and maintaining a 95% satisfaction rate among clients.
- Researched and resolved customer issues using company systems to ensure accurate and timely solutions.
- Handled customer interactions at Affinion Group to improve overall service quality.
- Delivered personalized support for travel inquiries, strengthening customer loyalty through tailored assistance.
- Carefully reviewed and confirmed transactions to reduce fraudulent activity, lessen inaccurate claims, and protect customer accounts.
Teacher
Brightside Academy
03.2015 - 06.2017
- Conducted early childhood assessments for individual children, ensuring compliance with developmental milestones and tailoring learning plans accordingly.
- Tracked and reported children's progress and behavioral patterns, enabling early detection of developmental delays and timely intervention.
- Collaborated with parents to address emotional and developmental concerns, enhancing parental engagement through regular feedback and tailored care strategies.
- Planned and implemented age-appropriate activities for 20+ children, enhancing cognitive and motor skills development.
Social Work Intern
Harbor Health MultiCare Center
09.2013 - 08.2014
- Conducted comprehensive psychosocial assessments for residents, resulting in personalized care plans that improved overall resident well-being.
- Conducted interviews with residents and families to gather social histories, enhancing documentation accuracy for effective case management and treatment planning.
- Supported development and implementation of resident-focused programs, increasing participation rates and enriching social-emotional support for residents.
- Collaborated with multidisciplinary teams in staff meetings to address resident needs, improving care coordination and contributing to better resident outcomes.
Education
BA - Social Work
SUNY Buffalo State
Buffalo, NYMedical Billing Certification -
Community College of Baltimore County
Baltimore, MDSkills
- Service quality
- Customer documentation management
- Salesforce
- Problem-solving
- Attention to detail
- Time management
- Active listening
- Conflict resolution
Timeline
Customer Support Specialist
Discover Financial Services
11.2018 - 06.2025
Customer Care Specialist
JPMorgan Chase & Co
08.2017 - 06.2018
Teacher
Brightside Academy
03.2015 - 06.2017
Social Work Intern
Harbor Health MultiCare Center
09.2013 - 08.2014
BA - Social Work
SUNY Buffalo State
Medical Billing Certification -
Community College of Baltimore County