Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Timeline
Generic

Fauzia Zakari

Meriden,CT

Summary

Seasoned Customer Service Trainer adept at developing and implementing training programs in alignment with company objectives. Strengths include imparting product knowledge, fostering team building, enhancing communication skills, and boosting customer satisfaction rates. Previous work has demonstrated significant improvement in employee performance and customer service ratings.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Trainer (TTS, ECG and AWA)

eSAL (eServices Africa Limited)
Osu-Nyaniba, Accra-Ghana
06.2022 - 01.2024
  • Developed and implemented customer service training plans and objectives.
  • Facilitated new hire training, performed training needs analysis, coached, and conducted performance evaluation of trainees.
  • Sent weekly training updates to stakeholders, monitored agent transactions to stay updated with product/process changes, and made necessary updates to training material.
  • Conducted assessments of team members to identify areas for improvement in customer service skills.
  • Provided guidance and feedback to employees on how to improve their customer service skills.
  • Maintained detailed records of employee performance during customer service training sessions.
  • Assisted the production floor by answering complex queries and troubleshooting escalated issues. Conducted training on frequent queries, as well as on how to leverage internal resources and the knowledge base.
  • Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
  • Designed instructional materials such as handouts, slideshows, videos. to support the training program.

Team Leader (AWA and ECG)

eSAL (eServices Africa Limited)
Osu-Nyaniba , Accra-Ghana
12.2018 - 05.2022
  • Built, developed, coached, and led a customer-focused team.
  • Proactively and regularly carried out performance reviews using Balanced Scorecards.
  • Provided hands-on support to agents using an escalating process when the issue is beyond my jurisdiction.
  • Coached and mentored both new and old team members.
  • Presented feedback to management on the performance of the team.
  • Prepared daily, weekly, monthly, and annual reports on the performance of team members.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Established clear expectations for my team and provided guidance when needed.
  • Collaborated with other departments to ensure alignment of goals across teams.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Facilitated team meetings to discuss targets, strategies, and address any issues.

Brand Ambassador (NHIS,ECG and AWA)

eSAL (eServices Africa Limited)
Osu-Nyaniba, Accra-Ghana
02.2012 - 11.2018
  • Acted as the first point of contact for National Health Insurance, ECG, and AWA.
  • Answered and routed calls to appropriate resources.
  • Enhanced results through compliance with COPC guidelines
  • Made reservations and modifications on tickets of passenger using company software.
  • Informed customers by explaining procedures, answering questions, and providing information.
  • Researched and resolved customer complaints, where applicable.
  • Administered on-the-job training, mentored, and facilitated the transition of new recruits (BA/TL Support).
  • Input new and updated existing customer data in the system as required.
  • Participated in planning all company events.

Education

Bachelor of Arts - Political Science And Sociology

University of Ghana
Legon - Accra
05-2010

Skills

  • Presence Agent / Supervisor User skills
  • Falcon IO Social Media
  • Zoho Desk, Zoho Social
  • Communication skills (written and verbal)
  • Fast learner, good listener, and high degree of initiative and integrity
  • BPO and contact center terminologies
  • Problem Solving
  • Computer literacy and good typing skills
  • Teamwork
  • Flexibility and the ability to meet deadlines
  • Moodle (assisted in building the AWA Knowledge Base)
  • Facilitated AWA Product and Zoho training
  • Slack
  • Zendesk
  • Attention to Detail
  • Training Method Development
  • Coaching and Development
  • Performance Improvement
  • Training program implementation
  • Training Materials Development
  • Data Entry

Affiliations

  • Copy Editor, eSAL Newsletter
  • Member, Event Planning Committee
  • Member, Event Planning Committee
  • Reading and Writing
  • Research

Accomplishments

  • Best Brand Ambassador 2014,2016 and 2017
  • Best Team Leader 2019 and 2021

Certification

  • Train the Trainer Training (e.Services Africa Ltd – 06/2022)
  • Lean Six Sigma, White Belt (e.Services Africa Ltd – 02/2016)
  • Customer Service Training (Nest of Ideas Consulting Ltd – 03/2014)
  • Team Leader Support Training (e.Services Africa Ltd – 11/2014)
  • First Aid Training (e.Services Africa Ltd – 01/2014)

Languages

English
Full Professional
Twi
Professional
Hausa
Professional
Ga
Professional

Timeline

Customer Service Trainer (TTS, ECG and AWA)

eSAL (eServices Africa Limited)
06.2022 - 01.2024

Team Leader (AWA and ECG)

eSAL (eServices Africa Limited)
12.2018 - 05.2022

Brand Ambassador (NHIS,ECG and AWA)

eSAL (eServices Africa Limited)
02.2012 - 11.2018

Bachelor of Arts - Political Science And Sociology

University of Ghana

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Fauzia Zakari