Ewuradwoa Amoah
Accra
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Concentrix
11.2023 - Current
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
Support Associate
MTN Ghana, Graphic Road Office
09.2021 - 10.2023
- Answer and direct 40+ calls daily, with goals including selling plans, managing customer accounts, responding to service queries, and cancelling accounts
- Trained 5 employees in using Zendesk (customer service software), as well as in basic duties and how to conduct calls
- Received a 90% average customer satisfaction rating.
- Able to research and manage highly complicated accounts to provide comprehensive service to customers and assist upper management
- Closed sales at almost 60% rating, 10% higher than company average
Administrative Assistant
Groupe SEB
08.2019 - 06.2021
- Responded to inquiries from callers seeking information.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Reduced errors in documentation by meticulously proofreading and editing written materials.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
Education
Bachelor of Arts - Communication Studies
Ghana Institute of Journalism
Accra, Ghana07.2021
Skills
- CRM software proficiency (Zendesk and Servicenow)
- Call center experience
- Microsoft Excel
- Conflict Resolution
- Experience with Microsoft Office – Word & Excel
- Escalation management
Timeline
Customer Service Representative
Concentrix
11.2023 - Current
Support Associate
MTN Ghana, Graphic Road Office
09.2021 - 10.2023
Administrative Assistant
Groupe SEB
08.2019 - 06.2021
Bachelor of Arts - Communication Studies
Ghana Institute of Journalism
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