Open To Work
DANIEL OSEI KORANKYE
Berlin,Germany
Summary
Dynamic Business Expert with a proven track record at Concentrix, adept at resolving complex Tier II escalations and enhancing team capabilities through knowledge sharing. Skilled in payments analysis and fraud detection, I excel in stakeholder communication and complaint resolution, driving customer satisfaction and operational efficiency.
Overview
9
9
years of professional experience
Work History
Business Expert, Tier II
Concentrix
Lisbon, Portugal
08.2023 - 10.2025
- Resolved advanced customer issues escalated from Tier I support, ensuring timely and accurate resolutions.
- Investigated high-risk cases and items of concern; documented actions and conclusions in CRM.
- Conducted online fraud checks and analysed payments to process refunds in accordance with policy.
- Delivered internal workshops on product knowledge and troubleshooting, enhancing team capability.
Lead Customer Support, Tier I
Webhelp
Lisbon, Portugal
01.2023 - 08.2023
- Managed 30-50 customer inquiries daily through email and inbound/outbound calls, ensuring timely responses to enhance customer satisfaction.
- Escalated complex cases per SLA and internal procedures, facilitating seamless transition to Tier II support for effective issue resolution.
- Primary support contact for a global smart-lighting technology brand (multilingual EU customer base).
Warehouse Logistics Support
Jeronimo Martins
Alfena, Portugal
08.2022 - 12.2022
Real Estate Agent (Self-employed)
Golden Bear Realty Limited
Accra, Ghana
02.2017 - 07.2019
Education
Bachelor of Arts - Economics (Major), Social Work (Minor)
Kwame Nkrumah University of Science and Technology (KNUST)
Kumasi, Ghana06.2017
Skills
- Tier II escalations
- SLA management
- Payments analysis
- Fraud detection
- Refund processing
- Technical troubleshooting
- SAP C4C expertise
- Process documentation
- Microsoft Office proficiency
- Complaint resolution
- Retention strategies
- Stakeholder communication
- Knowledge sharing
- Facilitation skills
Websites
Languages
- English, Fluent/Professional
- German, A1 (Goethe-Zertifikat)
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkLocation Preference
On-SiteRemoteHybridSalary Range
€28000/yr - €200000/yrTimeline
Business Expert, Tier II
Concentrix
08.2023 - 10.2025
Lead Customer Support, Tier I
Webhelp
01.2023 - 08.2023
Warehouse Logistics Support
Jeronimo Martins
08.2022 - 12.2022
Real Estate Agent (Self-employed)
Golden Bear Realty Limited
02.2017 - 07.2019
Bachelor of Arts - Economics (Major), Social Work (Minor)
Kwame Nkrumah University of Science and Technology (KNUST)