Celestina Arthur
Accra, Ghana L.
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Care Representative
MTN GHANA
05.2014 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
Education
Bachelor Of Arts - Educational Psychology
University of Cape Coast
Cape Coast Ghana. 04.2024
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Complaint Handling
- Problem Resolution
- Payment Processing
- Customer Relations
- First Call resolution
- Order Processing
- Conflict Mediation
- Customer Relationship Management
- Appointment Scheduling
- Documentation And Reporting
- Billing coordination
- Database Research
- Product Education
- CRM Software
- Brand representation
- Custom order management
- Project Management
- Cataloging
- Decision trees
- Computer Skills
- Calm Under Pressure
- Teamwork and Collaboration
- Microsoft Office
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Work Prioritization
- Relationship Building
- Customer Data Confidentiality
- Call Center Operations
- Policies and Procedures Adherence
- Call Documentation
- Product and service knowledge
- MS Office
- Issue and Complaint Resolution
- Complaint resolution
- Customer Retention Strategies
- Inbound Call Management
- Product Knowledge
- Remote Office Availability
- Billing Adjustments and Refunds
- Following scripts
- Data Management
- Money handling abilities
- De-Escalation Techniques
- Order and Refund Processing
- Medical terminology knowledge
- POS Systems and Ordering Platforms
- Account Management
- Professional telephone demeanor
Languages
Twi
Advanced (C1)
Timeline
Customer Care Representative
MTN GHANA
05.2014 - Current
Bachelor Of Arts - Educational Psychology
University of Cape Coast
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