Clement Twum Ampofo
Stockton,California
Summary
Proven Customer Support Specialist with a track record of enhancing customer satisfaction and fostering strong relationships, notably at MTN Ghana. Skilled in complaint handling and CRM, my approach combines active listening and problem-solving to boost service excellence. Achievements include significantly improving customer feedback through efficient conflict resolution and support strategies.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist - Remote
Yoummday
08.2022 - 11.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Service Officer
MTN Ghana, Graphic Road Office
10.2020 - 07.2022
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and orders.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
Research Assistant
Parliament House of Ghana
09.2017 - 09.2020
- Participated actively in regular meetings with fellow researchers to discuss project updates, challenges faced, and lessons learned during ongoing activities.
- Organized research materials, maintaining a well-ordered workspace conducive to productivity.
- Maintained open lines of communication with project leads and team members for effective collaboration on common goals.
- Conducted literature reviews to support hypothesis development and identify gaps in existing knowledge.
Education
Bachelor of Science - Engineering
University of Ghana, Legon
Accra, Ghana05-2017
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- Call center experience
- Data entry
- Conflict resolution
- Active listening
- Sales support
- Customer response
- Appointment scheduling
- Customer service excellence
Languages
English
Native or Bilingual
Timeline
Customer Support Specialist - Remote
Yoummday
08.2022 - 11.2024
Customer Service Officer
MTN Ghana, Graphic Road Office
10.2020 - 07.2022
Research Assistant
Parliament House of Ghana
09.2017 - 09.2020
Bachelor of Science - Engineering
University of Ghana, Legon
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