Angela Bakah
Accra
Summary
A dedicated and detail-oriented professional with over 6 years of experience in customer interactions and service processes. Utilizes effective communication to address and resolve customer concerns. Knowledge of maintaining customer satisfaction through problem-solving and adaptability, seeking to leverage my skills and experience to contribute to a dynamic team.
Overview
10
10
years of professional experience
Work History
Digital Customer Service Trainee
Generation Ghana
08.2024 - 10.2024
- Developed robust proficiency in customer service and virtual assistance principles through a comprehensive training program, adept in handling diverse customer needs in multinational environments to ensure high satisfaction levels.
- Developed proficiency in utilizing AI and CRM tools such as ChatGPT, LiveChat and audio calls simultaneously to efficiently manage virtual interactions, resolve issues promptly, and maintain detailed records for enhanced service delivery.
- Executed 30+ simulations and role plays, showcasing empathy, patience and professionalism, resulting in 95% positive feedback from coaches and participants alike.
- Digital Customer Service training program (Remote)
Client Service Executive
Bethel Dental Clinic
01.2022 - 06.2022
- Managed the clinic's front desk; greeting and assisting an average of 50 clients daily ensuring orderly checking in and checking out of clients reducing wait time from 30mins20mins per client.
- Excellent appointment setting of client dental visits preventing scheduling conflicts and treatment delays.
- Responded to 70+ daily calls with professionalism, delivering swift and accurate information that strengthened client trust.
- Streamlined a high-volume email inbox optimizing responses for over 40 daily messages, increasing team efficiency.
- Engaged 150+ customers daily via phone, boosting monthly care reminders and achieving 20% increase in upsell revenue through tailored feedback.
- Organized digital files and maintained accurate record for over 300 clients.
- Compiled and delivered daily business reports for improving business decisions.
- Managed office supply inventory and placed appropriate orders when necessary.
- Received payments and handled petty cash.
Digital & Administrative Executive
Corenet IT Limited
08.2020 - 12.2021
- Acted as the primary point of contact for client enquiries at the front desk, on phone, via e-mail and on all digital platforms.
- Optimized company website through SEO strategies and engaging blogs, boosting traffic by 20% and improving customer interaction via Tawk.to.
- Social Media Management; Created engaging content and graphics and boosting audience engagement through effective response management.
- Executed 20+ email campaigns monthly, boosting company product and services awareness and generating weekly sales leads through effective content and newsletter designs.
- Drove successful social media prospecting generating a 10% increase in leads and repeat sales.
- Assisted the HR & Administrative Manager, streamlined interview preparation and coordinated travel arrangements.
- Supervised the office assistant to ensure a clean and well-groomed office environment for effective work.
- Oversaw procurement and maintenance of office supplies at considerable costs through vendor negotiations.
Account & Social Media Manager
Ronin Africa Ltd
01.2015 - 03.2019
- Maintained polite and professional communication with clients via phone and e-mail in discussing and resolving issues related to clients' accounts.
- Engaged customers by delivering tailored product information, enhancing their understanding and boosting their interest.
- Effectively planned and scheduled meetings with clients to review and inform on project performance.
- Developed a portfolio of social media accounts and strategically monitored activities on at least 7 accounts at any given time.
- Response management on all clients' social media accounts achieving an average of 1.5mins response time across platforms resulting in a 95% satisfaction rate.
- Assisted with the strategizing and execution of social media campaign projects.
- Supervised the creation and publishing of relevant, original content on clients' social media platforms. (Editing and proofreading of all copies before publishing).
- Prepared monthly reports on account performance across channels.
- Successfully coordinated project schedules and ensured timely submission of deliverables while adhering to quality standards.
Education
B.A - French
Kwame Nkrumah University of Science and Technology
Kumasi08.2013
Skills
- Keen attention to detail
- effective time management
- Planning and Coordination capabilities
- Willingness to note relevant trends and develop ideas
- Professional client relationship management
- Computer proficiency (MS Word, PowerPoint Presentation, Excel)
- Complaint handling
Training
- Digital Customer Service training program, Generation Ghana, Remote, 08/01/24, 10/31/24
- Service Recovery Training Program, Loyal for Life, 07/01/15, 07/31/15
- Customer Service Training Program, Feelings for Professionals, 08/01/15, 08/31/15
References
Available upon request
Timeline
Digital Customer Service Trainee
Generation Ghana
08.2024 - 10.2024
Client Service Executive
Bethel Dental Clinic
01.2022 - 06.2022
Digital & Administrative Executive
Corenet IT Limited
08.2020 - 12.2021
Account & Social Media Manager
Ronin Africa Ltd
01.2015 - 03.2019
B.A - French
Kwame Nkrumah University of Science and Technology