Abdu Latif Ibrahim
Accra
Summary
Customer service professional managing high-volume inbound calls while maintaining customer satisfaction. Skilled in CRM systems with strong active listening and multitasking capabilities. Experienced in scheduling coordination, handling sensitive information, and clear client communication.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Customer Service Representative
Concentrix
Accra
04.2026 - Current
- - Handle customer calls to resolve escalated issues, provide clarifications, and ensure effective issue resolution.
- - Deliver accurate, timely, and professional customer service across chat and voice channels in a high-volume environment.
- - Record and update customer interactions in internal systems in line with company procedures and compliance requirements.
- - Work closely with internal teams to resolve complex customer concerns and improve service delivery.
- - Support customer satisfaction and retention through clear communication and consistent service standards.
- Verified account information before processing requests and updates.
- Escalated complex issues to supervisors and specialized support teams.
- Resolved billing, account, and service questions using company procedures.
- Handled inbound customer calls for Concentrix contact center support.
Laboratory Technician Assistant
University of Ghana
Accra
11.2022 - 11.2023
- Resolved student issues with a 95% success rate, showcasing problem-solving abilities and a commitment to high customer satisfaction.
- Assisted lecturers and researchers with routine lab tests and sample handling
- Trained and communicated effectively with students and researchers, showcasing active listening and empathy—core strengths for client communication and collections work.
- Supported operational efficiency under tight schedules, mirroring the ability to meet daily call or repayment targets in a structured environment.
- Leveraged strong active listening skills to accurately and empathetically identify the root cause of student needs.
- Delivered clear, concise, and professional communication to explain complex recovery plans and solutions, enabling students to feel respected.
Education
Associate of Applied Science - Science Laboratory Technology
Accra Technical University
Accra CENTRAL, Ghana06-2022
Skills
- Product knowledge
- Product management
- Product performance
Certification
• Working as a Virtual Assistant, Alison, 01/01/25
• Fundamentals of Six Sigma (6σ) - Six Sigma White Belt, Alison, 01/01/26
• Customer Care Skills and Telephone Etiquette, Alison, 01/01/26
• Fundamentals of Six Sigma (6σ) - Six Sigma White Belt, Alison, 01/01/26
• Customer Care Skills and Telephone Etiquette, Alison, 01/01/26
Languages
- English, C2
Raw Text Notes
- The resume contains a header line 'ibrahimabdullatif,' which appears to be a username; the parsed full name is 'Ibrahim Abdul Latif.'
- Some location text is 'Accra, Lapaz,' and Accra'; state set to 'Accra,' and city set to the first city component.
Timeline
Customer Service Representative
Concentrix
04.2026 - Current
Laboratory Technician Assistant
University of Ghana
11.2022 - 11.2023
Associate of Applied Science - Science Laboratory Technology
Accra Technical University