Charles Jayson Kobina Sersah
Accra
Summary
Detail-oriented Customer experience specialist with a background in IT support and customer/client service. Highly experienced communications expert with 3+ years experience in service delivery. I Possess excellent analytical and problem-solving abilities, high proficiency in English comprehension, troubleshooting skills and strong organizational time management skills, with a proven record capacity to work autonomously and manage tasks asynchronously.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Content Analyst (CSR) - (Google/Alphabet Project)
TELEPERFORMANCE GHANA
05.2024 - Current
- Analyzed data from different sources to identify trends, patterns, and insights related to content performance.
- Utilized various content analysis tools and platforms to gather and interpret data.
- Assessed the quality, accuracy, and effectiveness of various content formats, including web pages, advertisements and product descriptions.
- Monitored industry trends to ensure alignment with best practices in content development.
Customer Service Advisor (Amazon Project)
CONCENTRIX GHANA
09.2023 - 01.2024
- Support scheduling and coordination between teams and maintaining up-to-date CRM records and meeting KPIs..
- Collaborated with teams to develop solutions for recurring customer concerns, enhancing service quality.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Maintained high-quality service standards, ensuring positive customer feedback.
Education
BA - Information Science/Studies
University of Ghana
01.2022
Skills
- Microsoft Office Suites (Word, Excell)
- HTML/CSS
- Software Engineering
- JavaScript
- Python
- Computer Networking
- AWS
- Operating Systems
Certification
- Diploma in Information Technology Support
- Information Security
- Computer Communications and Networking
- Software Engineering
Awards
- Most Improved Agent (From Ramp-up), Teleperformance Ghana, 2025
- 1st-Time Award Winner - Honoured for Rapid Improvement of Performance, 2025
Timeline
Content Analyst (CSR) - (Google/Alphabet Project)
TELEPERFORMANCE GHANA
05.2024 - Current
Customer Service Advisor (Amazon Project)
CONCENTRIX GHANA
09.2023 - 01.2024
BA - Information Science/Studies
University of Ghana