Benedicta Senam Agbomadzi
Accra
Summary
Dynamic and results-oriented professional with extensive experience in customer service and problem-solving, honed at Consolidated Bank Ghana and other reputable organizations. Excelled in complaint resolution and CRM software, boosting first call resolution rates significantly. Demonstrated exceptional teamwork and collaboration, surpassing performance metrics and fostering customer trust through effective communication and empathy.
Overview
3
3
years of professional experience
Work History
Contact Center Representative
Consolidated Bank Ghana
01.2024 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
National Service Person
Ghana Cocoa Board
11.2023 - 10.2024
- Demonstrated adaptability by quickly learning new roles and responsibilities as needed throughout the service term.
- Delivered high-quality results within assigned projects, showcasing attention to detail and commitment to excellence.
- Enhanced teamwork skills by participating in group tasks and collaborating with fellow National Service members.
- Built effective communication skills by liaising with diverse groups of people within the community and across different agencies.
- Cultivated strong work ethic through adherence to strict schedules and meeting tight deadlines under pressure.
Intern
Environmental Protection Agency
Takoradi
05.2021 - 07.2021
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Participated in workshops and presentations related to projects to gain knowledge.
Education
Bachelor Of Science - Hospitality Management
University of CapeCoast
CapeCoast 11.2022
Home Science
Fijai Senior High School
Takoradi 05.2017
Skills
- Complaint resolution
- Workload Management
- CRM Software
- Script adherence
- Call handling
- Customer Service
- Problem-solving skills
- Building rapport
- Verbal and written communication
- Inbound phone calls
- Outbound phone calls
- Resolving issues
Timeline
Contact Center Representative
Consolidated Bank Ghana
01.2024 - Current
National Service Person
Ghana Cocoa Board
11.2023 - 10.2024
Intern
Environmental Protection Agency
05.2021 - 07.2021
Bachelor Of Science - Hospitality Management
University of CapeCoast
Home Science
Fijai Senior High School