Knowledgeable and dedicated customer service professional with extensive experience in transportation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Hi, I’m
Matilda Donkor Amanfo
Loganville,GA
Summary
Overview
13
years of professional experience
1
Certification
Work History
Convoy Inc
Customer Experience Specialist
06.2021 - 04.2023
Job overview
- Demonstrated exceptional customer service skills, communicating with shippers and carriers via phone and email to ensure their satisfaction with the service provided
- Efficiently managed and updated spreadsheets using MS Excel, improving data management, and streamlining processes
- Maintained up-to-date knowledge of transportation regulations and laws, ensuring compliance by freight carriers
- Provided training and assistance to teammates and new hires, fostering a collaborative and knowledgeable work environment
- Developed a deep understanding of the freight industry, logistics, data entry and analysis, applying this expertise to enhance operations and drive business success.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Investigated customer complaints and escalated issues to address critical requests.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
American Family Insurance
Office Manager
04.2016 - 06.2021
Job overview
- Stayed up to date with product, pricing, and coverage changes in the insurance industry by attending association and company-sponsored classes, resulting in the expanded knowledge base
- Provided clients, carrier representatives, underwriters, and business partners with exceptional, professional, and courteous service, leading to an account retention rate that exceeded expectations
- Managed, maintained, and serviced assigned clients and prospects effectively by utilizing knowledge of insurance markets, rating procedures, coverages, and industry operations
- Prepared coverage, cross-sell submissions, and proposals for new and renewal business, resulting in increased sales revenue
- Managed service questions related to administration, billing, claim issues, and problem-solving, leading to high levels of customer satisfaction and loyalty.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve theoverall performance of personnel.
- Controlled finances to lower costs and keep thebusiness operating within budget.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained aprofessional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed, and hired employees and implemented amentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Carters Distribution Center
Customer Service Rep
03.2014 - 03.2016
Job overview
- Resolved customer issues and complaints promptly, resulting in increased customer satisfaction and loyalty
- Successfully implemented the Rewarding Moments program, leading to a notable improvement in customer retention rates
- Effectively escalated complex issues to the appropriate manager, ensuring swift and satisfactory resolution
- Demonstrated exceptional customer service skills by warmly greeting customers, identifying their needs, and providing relevant information about products and services
- Utilized advanced computer technology to handle high call volumes, manage policy changes, renewals, and maintain accurate call records.
Aviance Ghana Limited
Passenger Customer Services Agent
08.2010 - 11.2013
Job overview
- Check-In For British Airways and Egypt Air)
- Inspected and verified passenger documents before boarding, ensuring compliance with regulatory requirements and maintaining the safety of the flight
- Issued boarding passes and promptly rescheduled passengers in the event of flight delays and cancellations, effectively minimizing customer dissatisfaction
- Expertly handled fee calculations and efficiently processed passenger baggage, enabling smooth and hassle-free boarding experiences
- Provided dedicated support to special needs passengers throughout the arrival and check-in processes, ensuring their comfort and satisfaction
- Assisted Ramp Service Agents in the loading and delivery of wheelchairs and strollers, contributing to the seamless transfer of passengers with mobility needs.
Education
Property and Casualty License Certified in
University Overview
Global Institute of Aviation- IATA Consultancy
EBT Diploma from Travel and Tourism and
University Overview
Gwinnett Technical CollegeLawrenceville, GA
Associate of Science from Business Management/Logistics
05.2025
University Overview
Marshalls UniversityAccra GH
Associate of Science from Business Admin, marketing
11.2012
University Overview
International Travel And Tourism InstituteAccra GH
from Tourism And Travel Management
09.2009
University Overview
Skills
- Skills Summary
- Freight Operations, Documentation, Product Operations
- Marketing, Management, Office Administration,
- Active property and casualty insurance license, Complaint & Conflict Resolution, Communication &
- Coordination, Team Building & Training, Customer Retention,Employee Retention, Order Fulfillment, Data
- Entry, Billing, Account Management, and Vast knowledge of airline computer systems
- Software Skills
- Amazon Connect Calls, Amadeus & Galileo,, Slack, Tableau, Microsoft Excel, Microsoft Word, Kingpin
- Escalated Call Handling
- Conflict Resolution Techniques
- Effective Customer Communication
- Team Training
- Customer Experience Improvement
- Investigate Claims
- Customer Retention Strategies
- Data Communications
- Client Relationships
- Strong Computational Skills
Certification
- Active Property and Casualty License.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Timeline
Customer Experience Specialist
Convoy Inc
06.2021 - 04.2023
Office Manager
American Family Insurance
04.2016 - 06.2021
Customer Service Rep
Carters Distribution Center
03.2014 - 03.2016
Passenger Customer Services Agent
Aviance Ghana Limited
08.2010 - 11.2013
Property and Casualty License Certified in
Global Institute of Aviation- IATA Consultancy
EBT Diploma from Travel and Tourism and
Gwinnett Technical College
Associate of Science from Business Management/Logistics
Marshalls University
Associate of Science from Business Admin, marketing
International Travel And Tourism Institute
from Tourism And Travel Management