Annie Narkie Dowuona
Adenta
Summary
Dedicated Customer Service Officer with over 10 years of experience in customer service. Proven ability to manage and resolve complex customer issues, train and lead teams, and streamline operations to enhance productivity and customer satisfaction. Adept at using Microsoft Office Suite and committed to delivering high-quality results.
Overview
11
11
years of professional experience
Work History
Customer Service Officer
Consolidated Bank Ghana
07.2020 - Current
- Open various types of customer accounts and process cheque book requisitions
- Book investments and handle customer inquiries
- Prepare end-of-day reports and manage daily reconciliation of cheque books and ATM transactions
- Coordinate customer requests for cheque books and statements
- Leveraging excellent relationship management skills to cross-sell various product to existing customers, increasing their engagement with the bank
- Perform any additional duties assigned.
Contact Centre Supervisor
Halges Financial Technologies Limited
08.2016 - 09.2018
- Handled escalated customer complaints and challenges
- Monitored call center queues, inbound calls, and abandonment rates
- Motivated and encouraged agents through regular communication and weekly meetings
- Conducted monitoring evaluations for each agent every two weeks
- Maintained accurate administrative bookkeeping and tracked attendance and daily statistics.
Customer Service Agent
MTN Ghana Ltd
08.2013 - 08.2016
- Responded to high-end customer inquiries about products and company services
- Marketed and sold company products and services
- Acquired comprehensive knowledge of existing and new company products
- Provided solutions to customer problems to ensure a delightful customer experience.
Education
BSc in Banking and Finance -
Central University College
05.2011
Advance Business Studies -
Centre for Business Studies
10.2004
Senior Secondary Certificate Examination -
Krobo Girls Secondary School
08.2002
Skills
- Team Building
- Complaint Handling & Resolution
- Communication
- People Skills
- Microsoft Office Suite
- Training & Coaching
- Leadership
- Problem-Solving
- Account Management
- Service Recommendations
- Employee Development
- Complaint Handling
References
- Amos K. Dei, Consolidated Bank Ghana, Ashiyie Branch Manager, Accra, 0244990480
- Daniel Ketorglo Amuzu, GHACEM Ltd., Accra, 024397063
- Mad. Esther Laryea, Ashesi University, 0549298534
Timeline
Customer Service Officer
Consolidated Bank Ghana
07.2020 - Current
Contact Centre Supervisor
Halges Financial Technologies Limited
08.2016 - 09.2018
Customer Service Agent
MTN Ghana Ltd
08.2013 - 08.2016
BSc in Banking and Finance -
Central University College
Advance Business Studies -
Centre for Business Studies
Senior Secondary Certificate Examination -
Krobo Girls Secondary School
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