Benedicta Nkrumah Oboh
Accra
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Regional Support Executive
AT Mobile Commerce (AT Money)
03.2024 - Current
- Modifying and deletion of agent wallet if request has been made.
- Resolving all issues relating to agents access and ensuring smooth transaction.
- Validating and working on mobile financial services reversals and ensuring delayed and breaches issues are identified and resolved on time with appropriate corrective measures.
- Populating transaction report on agent if request has been made.
- Retrieving money for customers who have ported out of the network with balances on their wallet.
- Barring all wallet with fraudulent issues and making necessary checks to refund money back to customers.
- Be the direct single point of contact for the MFS regional teams within the regions and provide real time resolution of trade issues the regional MFS teams will have.
- Charged with the validation of KYC documentation and creation of agent and merchant accounts as per request from the regional MFS teams.
- Responsible for verifying all agents and merchant PIN reset request and completing these requests within agreed SLAs with the regional teams.
- Responsible for performing UATs after product development and other periodic tests to ensure agreed business processes are adhered to.
- Proactively detect and escalate all suspicious activities to their line manager or AML officer for redress.
- Working cross functionally with the AML officer, B2B team on all training schedules for agents, merchants and aggregators on MFS to equip them on how to effectively deliver on their KPIs.
- Diligently keep proper records of all KYC documentation of agents, merchants and partners as received from regional teams.
- Handle complaints coming from trade and conduct comprehensive investigations using various tools to provide resolution with a benchmark of 100% SLA achievement.
- Prioritizing customer satisfaction and ensure an exceptional user experience across all mobile financial services touch point.
- Proficient in working with AT platforms such as Mobiquity, E-ticketing and GhIPSS
- Excellent communication skills, both written and verbal.
- Provided customer support through phone and chat channels for mobile commerce inquiries.
- Provided technical support to customers via phone, email and remote access tools.
- Coordinated with other departments to ensure timely resolution of customer complaints or requests.
- Noted, documented, and quantified customer queries to deliver accurate quotes and estimates.
- Developed and maintained customer relationships by providing timely responses to inquiries and requests for assistance.
- Maintained a high level of professionalism when dealing with difficult customers or situations.
- Monitored incoming calls and emails from customers; responded promptly as needed.
- Demonstrated excellent communication skills when interacting with customers both verbally and in writing.
National Service Person
AT Mobile Commerce
Accra
11.2022 - 10.2023
- Assisted team in processing mobile commerce transactions efficiently.
- Supported customer inquiries regarding app functionalities and services.
- Maintained accurate records of daily operations and transactions.
- Collaborated with colleagues to enhance user experience on mobile platforms.
- Participated in training sessions to understand mobile payment systems.
- Engaged with customers to gather feedback on service improvements.
- Contributed to team meetings by sharing insights on operational challenges.
- Monitored progress on existing projects, providing updates when necessary.
- Developed relationships with other organisations working towards similar goals as part of the national service program.
- Collaborated with other departments within the organisation in order to ensure successful implementation of new policies or procedures.
- Operated successfully under wide range of lighting, weather and stress conditions to complete missions.
Internship
Sam Jonah Library
10.2021 - 12.2021
- Assisted in the library activities and duties by supervising the library attendance.
- Ability to motivate, establish and maintain effective working relationships with associates, supervisors and the public.
- Desire to meet and server the library user community.
- Knowledge of computers, internet, and commercially available library software.
- Positive attitude toward library users with special needs.
- Organized books and resources according to the library's classification system.
- Managed the circulation desk, handling inquiries and processing returns.
- Supported library events by preparing materials and setting up spaces.
- Cataloged new acquisitions using library management software effectively.
- Maintained positive working relationship with fellow staff and management.
- Maintained accurate records of all activities performed throughout internship period.
Teacher
Living Word Assemblies of God
01.2017 - 01.2018
- Maintained a safe and orderly learning environment for all students.
- Communicated with parents about student performance and classroom activities.
- Built and strengthened positive relationships with students, parents, and teaching staff.
- Developed and implemented lesson plans based on curriculum objectives.
- Managed student behavior in classroom by establishing and enforcing rules and procedures.
- Supervised students throughout day, both in classroom and outside during breaks.
- Created meaningful projects that allowed students to apply their knowledge in real world situations.
- Assessed student performance through tests, quizzes and other assessments.
- Remained calm and patient in student interactions to support individual growth and development.
- Tutored students requiring extra help and gave additional practice work to help improve concept understanding.
Education
Bachelor of Arts - Geography, Economics, Sociology
University Of Cape Coast
09.2018 - 01/2022
General Arts - Economics, Government, Geography, Elective Mathematics
Nsaba Presbyterian Senior High School
Skills
- Communication and teamwork
- Problem-solving and critical thinking
- Time management and organization
- Leadership and collaboration
- Adaptability and flexibility
- Writing and content creation
- Operations management
- Tools and software (eg, Microsoft Office and Teams, Mobiquity, GhIPSS Chargeback, E-ticketing)
- Public speaking and presentation
- Wallet management
- Fraud detection
- KYC validation
- Transaction reporting
- Complaint investigation and Issue resolution
- Cross-functional collaboration
- Customer service
- Continuous improvement
- Positive Language Use
Hobbies and Interests
- Music
- Fact finding
References
References available upon request.
Languages
Twi
First Language
English
Proficient
C2
Timeline
Regional Support Executive
AT Mobile Commerce (AT Money)
03.2024 - Current
National Service Person
AT Mobile Commerce
11.2022 - 10.2023
Internship
Sam Jonah Library
10.2021 - 12.2021
Bachelor of Arts - Geography, Economics, Sociology
University Of Cape Coast
09.2018 - 01/2022
Teacher
Living Word Assemblies of God
01.2017 - 01.2018
General Arts - Economics, Government, Geography, Elective Mathematics
Nsaba Presbyterian Senior High School