Akrong Lawretta
Accra
Summary
Driven by a strong desire to achieve career excellence, I bring valuable experience in Supply Chain Management, Customer Service, Sales, and Marketing. My diverse background has equipped me with the skills required to enhance customer satisfaction, streamline operations, and contribute to organizational success in competitive environments. I am deeply committed to operational efficiency and passionate about leveraging my talents to achieve business objectives. With expertise in Customer Care and Marketing, I excel at fostering innovation, building client relationships, and driving business growth across diverse markets.
Overview
10
10
years of professional experience
Work History
Procurement Assistant/ Merchandiser
Melcom Group
Accra
01.2022 - Current
- Reviewing comparing, analyzing, and approving product and services to be purchased.
- Managing inventories and maintaining accurate purchase and pricing records.
- Maintaining and updating supplier information such as qualifications delivery times, products ranges.
- Data handling.
- Communication with vendors, ensure legal compliance.
- Assessing the products, services and suppliers and negotiating contracts.
- Ensuring that approved purchases are of a sufficient quality and are cost-efficient.
Outbound Customer Support
Buletown Tele-communication
Accra
01.2021 - 01.2022
- Conduct follow-up calls to ensure customer satisfaction and service continuity.
- Customer Retention and Relationship Management. This grew revenue retention by 70%.
- Build and maintain positive relationships with customers.
- Reach out to inactive or dissatisfied customers to resolve concerns and retain their business.
- Handle Customer Queries and Complaints which is evaluated by QA by 80%.
- Listen actively to customer issues and provide timely, effective solutions.
- Collect feedback to assess customer experience and service quality.
- Maintain detailed records of all customer interactions in the CRM system.
- Exceeding Performance Targets by 120% almost every month.
- Achieve set goals such as call volume, customer satisfaction, sales conversions, and retention rates.
Customer Service After Sales Executive
Tonaton Limited
Accra
01.2016 - 01.2021
- Provided exceptional post-sales support by assisting customers with service usage, troubleshooting, and inquiries.
- Followed up with customers to ensure satisfaction and successful resolution of issues.
- Handled complaints professionally, ensuring prompt and effective solutions to maintain customer trust.
- Coordinated with technical, billing, and sales teams to resolve customer issues efficiently.
- Logged and updated all interactions, service requests, and resolutions accurately in the CRM system.
- Collected customer feedback through follow-up calls and surveys to improve service delivery.
- Met and exceeded key performance indicators, including customer satisfaction and retention targets.
- Maintained a professional and empathetic approach to strengthen customer relationships and brand loyalty.
Education
West African Secondary School Certificate Examination -
Peki Senior High School
01.2014
Digloma - Digital Marketing And Communication
Ipmc University College
01.2024
Skills
- Communication Skills
- Excellent verbal and written communication
- Active listening
- Clear information delivery
- Confident phone etiquette
- Professional tone
- Customer Service Skills
- Strong problem-solving abilities
- Conflict-resolution abilities
- Organizational Skills
- Strong attention to detail
- Accuracy
- Time management
- Ability to handle multiple tasks
- Reliable
- Consistent in meeting deadlines
- Consistent in meeting targets
- Team player
- Strong collaboration skills
- Adaptable to different customer personalities
- Adaptable to different situations
- Proficient in CRM systems
- Basic computer literacy
- MS Office
- Call center tools
Timeline
Procurement Assistant/ Merchandiser
Melcom Group
01.2022 - Current
Outbound Customer Support
Buletown Tele-communication
01.2021 - 01.2022
Customer Service After Sales Executive
Tonaton Limited
01.2016 - 01.2021
West African Secondary School Certificate Examination -
Peki Senior High School
Digloma - Digital Marketing And Communication
Ipmc University College