BENJAMIN SALIFU
Bolgatanga
Summary
Client-focused Relationship Officer, qualified to degree level, dedicated to exceeding client expectations, maintaining strong and fruitful working relationships with customers to gain their trust and respect. Skilled communicator able to provide constructive and insight-filled conversations with customers business partners, peers and senior leadership. Seeking to efficiently contribute to organizational goals as well as take the next step in the Communication career ladder with a go-getting pioneering company.
Overview
8
8
years of professional experience
Work History
Customer Service Support
Free Connected Limited (X-VPN)
12.2023 - Current
- Resolved customers' concerns and answered their questions to the best satisfaction.
- Active listening to customers’ concerns, issues and questions.
- Maintained a positive attitude and calmly responded to customers’ complaints
- Assisted new customers on how to subscribe, cancel and request refunds of their premium accounts
- Managed approximately 80 chats- per day from Arabic, Spanish, German and other countries customers.
- Attracted customers by promoting the product (X-VPN) and company globally, answering questions and addressing concerns.
- Recommended possible products to meet the customers’ needs
- Referred issues and questions to managers if necessary
- Prepared product (X-VPN) and customer reports by gathering data collected during customer interactions.
Customer Service Excellence and Shift Lead
GreatOdds Ghana Limited
01.2023 - 05.2024
- Took ownership and resolved customer queries and provided them with product and service-related information that enhanced their relationship with 10Bet Ghana
- Accepted and responded to a wide range of customer queries from the global customer base via phone, e-mail and live web chat
- Addressing complex issues, prioritizing and implementing appropriate solutions in line with department guidelines, supporting and guiding customers with all requests and escalating and following up where necessary
- Ensured customer complaints were dealt with efficiently and effectively and took responsibility for resolving or escalating problems promptly
- Provided support to Telephone Betting as cover or assistance is required to help the Contact Centre achieve its strategic objectives
- Kept abreast of all Great Odds Ghana Sports and services, products and tools to ensure all customer queries can be answered effectively and in line with the business strategy
- Making outbound calls daily to existing players (lapse, active, and inactive depositors, etc)
- Offering customers promotions and bonuses to reactivate lapsed or new inactive depositors
- Contacted VIP players
- Retention – continuous relationship management and cooperation with existing clients.
Customer Service Agent and Acting VIP Manager
10Bet Ghana Limited
07.2021 - 12.2022
- Took ownership and resolved customer queries and provided them with product and service-related information that enhanced their relationship with 10Bet Ghana
- Accepted and responded to a wide range of customer queries from the global customer base via phone, e-mail and live web chat
- Addressing complex issues, prioritizing and implementing appropriate solutions in line with department guidelines, supporting and guiding customers with all requests and escalating and following up where necessary
- Ensured customer complaints were dealt with efficiently and effectively and took responsibility for resolving or escalating problems promptly
- Provided support to Telephone Betting as cover or assistance is required to help the Contact Centre achieve its strategic objectives
- Kept abreast of all 10Bet Ghana Sports and services, products and tools to ensure all customer queries could be answered effectively and in line with the business strategy
- Making outbound calls daily to existing players (lapse, active, and inactive depositors, etc)
- Offering customers promotions and bonuses to reactivate lapsed or new inactive depositors
- Contacted VIP players
- Retention – continuous relationship management and cooperation with existing clients.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped a large volume of customers daily with a positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Customer Service Agent and Team Lead
SportyBet Ghana Limited
11.2020 - 07.2021
- Took ownership and resolved customer queries and provided them with product and service-related information that enhanced their relationship with SportyBet Ghana
- Accepted and responded to a wide range of customer queries approximately 80 from the global customer base via phone, e-mail and live web chat.
- Addressing complex issues, prioritizing and implementing appropriate solutions in line with department guidelines, escalating issues to the Duty Support Agent or Team Leader
- Ensured customer complaints were dealt with efficiently and effectively and took responsibility for resolving or escalating problems promptly
- Provided support to Telephone Betting as cover or assistance is required to help the Contact Centre achieve its strategic objectives
- Keep abreast of all SportyBet Ghana Sports and services, products and tools to ensure all customer queries can be answered effectively and in line with the business strategy.
Administrative Assistant
University of Ghana Business School (One Year Masters Programme Office)
09.2018 - 09.2019
- Provided reception services, scheduling of the academic timetable, filing, researching files and records, and preparing and proofreading correspondence, reports, and other documents as requested
- Assisted students by answering questions and providing information, locating desired information and materials, typing, collating, or otherwise assisting in solving their challenges
- Assisted students in doing their online registration for the courses for each semester
- Assisted students by determining who can best provide the information needed by the student, providing basic and initial assistance to students with questions about classes, registration, permissions, etc
- Using established guidelines (information in course catalogues, departmental and college documents, and established policies and procedures), and assigning advisors
- Supported the work of the office by making requisitions of equipment and supplies, maintaining an inventory of office supplies, and utilizing the appropriate process to get the goods or services requested by the office
- Helped to organize and conduct office events, as directed, by securing space, equipment, and food, preparing invitations, announcements, agendas, brochures, and packets, and assisting with the event as it occurs
- Contributed to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds
- Supported the office by performing all other duties as assigned by the office head
- Assisted in the sandwich programme, thus, by ensuring that all the classrooms had whiteboard markers and duster daily for one very intensive month (7 am to 8.30 pm)
- Gained more experience working under pressure.
Relationship Officer
Unibank Ghana
06.2017 - 08.2017
- Initiated cross-selling conversations with customers to promote products of the bank that boosted clientele by up to 3%
- Successfully responded to telephone and in-person requests of clients
- Interacted firsthand with both satisfied and dissatisfied customers
- Tenaciously assisted Customer Service Manager in filing customer complaints, and how these were resolved for future reference
- Assisted Customer Service Manager to create customer satisfaction surveys and programs to enhance customer feedback as well as create a working solution to recurring problems
- Prepared monthly customer base reports to senior management.
- Maintained and built close relationships with customers through regular contact and visits.
- Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
Customer Service Officer
Ghana Water Company
06.2016 - 08.2016
- Assiduously worked in the customer service department to respond to complaints and enquiries from customers
- Inputted and printed water bill receipts for visiting customers
- Distributed information across departments
- Effectively prepared stores ledge using MS Excel
- Assisted management in coming out with standards to help keep equipment in good shape
- Managed approximately 100 incoming calls, emails and faxes per day from customers.'
- Updated Asset register.
Education
Bachelor of Arts - Economics, Ghana
University of Ghana
Accra07.2020
High School Diploma -
St. Charles Minor Seminary Senior High School
Tamale, Ghana05.2013
Skills
- Ability to use accounting and customer-relationship management software (Zendesk, Pleasedcom, Salesforce, FinAdmin, Cube, Back Office (BO), Global chat (Livechat) and Freshdesk)
- Time management
- Good Team player
- Computer literate (Intermediate Microsoft Applications, typing skills {35wps})
- Excellent oral and written communication skills
- Excellent presentation, customer relations and problem-solving skills
- Familiar with various uses of VPNs
References
Available Upon Request
Hobbies and Interests
- Reading
- Socializing with people through Sports
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Service Support
Free Connected Limited (X-VPN)
12.2023 - Current
Customer Service Excellence and Shift Lead
GreatOdds Ghana Limited
01.2023 - 05.2024
Customer Service Agent and Acting VIP Manager
10Bet Ghana Limited
07.2021 - 12.2022
Customer Service Agent and Team Lead
SportyBet Ghana Limited
11.2020 - 07.2021
Administrative Assistant
University of Ghana Business School (One Year Masters Programme Office)
09.2018 - 09.2019
Relationship Officer
Unibank Ghana
06.2017 - 08.2017
Customer Service Officer
Ghana Water Company
06.2016 - 08.2016
Bachelor of Arts - Economics, Ghana
University of Ghana
High School Diploma -
St. Charles Minor Seminary Senior High School
Similar Profiles
CHLOE JADE BLUNDELLCHLOE JADE BLUNDELL
Assistant Category & Contract Manager / Fleet Manager at SHARED SERVICES CONNECTED LIMITEDAssistant Category & Contract Manager / Fleet Manager at SHARED SERVICES CONNECTED LIMITED
Monika Monika null
Lead Product Engineer at Harman Connected Services Pvt. LimitedLead Product Engineer at Harman Connected Services Pvt. Limited
HINA HINA null
Staff Nurse at VPN HospitalStaff Nurse at VPN Hospital
Atiayire Gifty WenawomeAtiayire Gifty Wenawome
Grilling of Tilapia and cooking banku at SELF EMPLOYMENTGrilling of Tilapia and cooking banku at SELF EMPLOYMENT
SANDOW RICHARD PULLAMSANDOW RICHARD PULLAM
TEACHER at GHANA EDUCATION SERVICETEACHER at GHANA EDUCATION SERVICE