CHARLOTTE ABOAGYE
Summary
Results-driven Digital Support Analyst at GCB Bank PLC with strong analytical skills and a proven track record in enhancing customer satisfaction. Proficient in CRM and data analysis, I excel in resolving complex issues while collaborating across departments. My commitment to quality service and attention to detail consistently improves operational efficiency.
Overview
3
3
years of professional experience
Work History
Digital Support Analyst
GCB Bank PLC
01.2024 - Current
- Document customer interactions and contact information in the company database.
- Provide technical support to clients via telephone and email, resolving complex issues.
- Analyze data from multiple sources to identify trends or patterns that could indicate potential problems.
- Collaborates closely with other departments to resolve escalated customer issues quickly.
- Handle password resets, and escalate critical problems to appropriate teams.
- Monitoring transactions on dashboards to support noticing downtimes and alerting for resolutions in a timely manner.
CUSTOMER EXPERIENCE REPRESENTATIVE
GCB BANK PLC
09.2022 - 01.2024
- Resolving first- and second-line transactions, product and service complaints relating to electronic products received daily by phone calls, emails, Service Desk Plus, and meetings up with KPIs.
- Developed procedures that improved efficiency within the department while maintaining high levels of quality service.
- Handled escalated calls from customers with professionalism and empathy.
- Utilized various software programs, such as CRM and Oracle Support System, to manage incoming inquiries.
- Collaborated with marketing team on campaigns designed to enhance customer engagement.
- Tracked key performance indicators related to customer satisfaction such as call resolution time, first contact resolution rate.
- Provided training and mentoring for new Customer Experience Representatives.
- Created detailed reports regarding customer interactions as well as any trends or suggestions for improvement.
- Assisted customers in navigating the website and providing technical support.
- Coordinated with other departments to ensure customer requests were addressed promptly.
- Provided customer service through live chat, email and phone support.
- Maintained accurate records of customer interactions and transactions using CRM software.
- Conducted surveys via email or phone interviews to gather insights into customer experiences.
- Ensured customer satisfaction by responding to queries quickly and accurately.
- Attended conferences and seminars related to improving the customer experience.
- Performed administrative tasks such as data entry, filing documents, scheduling appointments.
- Participated in cross-functional meetings to discuss customer experience strategies.
- Participated in workshops and seminars to stay updated on customer service trends and technologies.
- Managed time efficiently to respond to customer inquiries in a timely manner.
- Managed customer service databases, ensuring accurate and up-to-date information.
- Escalated complex customer issues to higher management for resolution.
- Maintained confidentiality of customer information in compliance with privacy regulations.
- Updated knowledge base and FAQs to assist customers in self-service.
Education
Degree - Business Management and Marketing
PENTECOST UNIVERSITY/ADVANCING BUSINESS EDUCATION
ACCRA06.2018
Skills
- Analytical and problem-solving skills
- Microsoft Office proficiency (Word, PowerPoint, Excel)
- Excellent interpersonal, written, and communication skills
- Good knowledge of banking products
- Skilled in monitoring, and ensuring high system availability and performance
- Skilled in software such as Flexcube, EPS, and CRM
- Strong understanding of KYC/KYB processes
- Ability to thrive in a dynamic, fast-paced work environment
- Comfortable using various communication and CRM tools
- Customer service
- Documentation skills
- Customer relationship management
- Data analysis
- Attention to detail
References
Reference available upon request
Languages
English
First Language
Timeline
Digital Support Analyst
GCB Bank PLC
01.2024 - Current
CUSTOMER EXPERIENCE REPRESENTATIVE
GCB BANK PLC
09.2022 - 01.2024
Degree - Business Management and Marketing
PENTECOST UNIVERSITY/ADVANCING BUSINESS EDUCATION
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