Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Darlene E. Glover

Accra

Summary

Self-motivated Customer Experience professional who brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.

Overview

16
16
years of professional experience

Work History

Head, Customer Service

Donewell Insurance Limited
11.2020 - Current
  • Achieved increased levels of customer retention through diligent monitoring and addressing of potential issues before they escalated into larger problems.
  • Implemented targeted communication strategies to ensure timely updates on service developments, leading to a more informed client base.
  • Led a team of customer service representatives, ensuring efficient resolution of client issues and inquiries.
  • Streamlined processes to reduce response times, thereby increasing overall customer satisfaction rates.
  • Streamlined complaint resolution procedures, reducing average time taken to address concerns raised by customers significantly.
  • Mentored junior team members and facilitated knowledge-sharing sessions, contributing towards a culture of continuous learning within the department.
  • Conducted thorough analysis of customer feedback, identifying trends and opportunities for enhancement of services offered.
  • Oversaw the development of a Contact Centre, providing customers with easy access to assistance when needed.
  • Collaborated with cross-functional teams to identify and address key areas of improvement in the customer journey.
  • Conducted periodic surveys among clientele to gauge satisfaction levels, using insights to drive targeted improvements in service offerings.
  • Championed the use of CRM systems for better tracking and management of customer interactions across multiple touchpoints.

Personal Assistant to the CEO

Donewell Insurance Company Limited
10.2015 - 11.2020
  • Anticipated potential challenges in daily operations and devised appropriate solutions to maintain uninterrupted workflow in the executive office.
  • Created expense reports, budgets, and filing systems for management team.
  • Coordinated travel arrangements by booking airfare, hotel, and ground transportation.
  • Optimized scheduling efficiency by coordinating meetings, appointments, and travel arrangements for the CEO.
  • Prepared meeting agendas and briefing papers for members of board of directors and executive team.
  • Improved team collaboration by acting as a liaison between the CEO, executive team, and staff members.
  • Ensured timely completion of action items by tracking progress and following up on delegated tasks from the CEO.
  • Streamlined communication by managing correspondence between the CEO and external stakeholders.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Screened calls and emails and initiated actions to respond or direct messages for managers.
  • Boosted morale with event planning and coordination of company-wide functions, celebrations, or gatherings.

Human Resource and Admin Officer

Donewell Insurance Company Limited
11.2017 - 11.2020
  • Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
  • Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
  • Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
  • Negotiated contracts with vendors optimally, securing best deals for the organization while maintaining excellent working relationships.
  • Generated reports detailing staff attendance, medical claims, recruitment, training and performance evaluations.
  • Conducted periodic reviews on employee files and ensured that all required employee documentation was collected and filed.

Volunteer

Camfed Ghana
04.2015 - 08.2015
  • Coordinated workshops and trainings for Camfed and MasterCard Foundation scholars, increasing understanding of program goals and objectives.
  • Provided logistical support for the organisation of Parents’ Forum, MasterCard Foundation (MCF) Leadership Summit, Tertiary Scholars’ Change Makers Congress and Secondary Scholars Convening in Ghana
  • Provided logistical support for Ghanaian Secondary Scholars Convening in Rwanda
  • Coordinated between District Education Offices of the GES, Secondary Schools and Camfed Scholars to ensure students were well catered for in their various institutions
  • Assisted in the selection of beneficiaries for Secondary and Tertiary MCF Scholars Program
  • Worked with Teacher Mentors on the Scholars Program to execute programs i.e Extra classes, School Improvement Fund and school level activities
  • Assisted in the organization of a successful two - week Secondary Scholars Leadership and Enrichment Camp for over 1500 students
  • Worked with over 50 District Facilitators, District Education Committee Members and Teacher Mentors in over 20 districts in the four Camfed Partner Regions
  • Assisted in the organization of a one day forum for 29 Senior High School Head Teachers and 18 District Education Committee Members.

Administrative Assistant

EducationPlus (UK)
11.2013 - 07.2014
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Drafted correspondence and other documents for CEO and department heads in company's voice.

Senior Administrator

DEZYN Group
02.2012 - 05.2013
  • Kept office operations running smoothly by providing effective leadership and administrative skills.
  • Supported executive leadership through calendar management, travel coordination, correspondence drafting, meeting preparation, among other tasks.
  • Served as a key point of contact between management and employees, addressing concerns promptly and professionally to maintain a positive work environment.
  • Assisted in the recruitment process by screening resumes, conducting interviews, and making hiring recommendations based on candidate qualifications.
  • Managed inventory and procurement processes, ensuring that necessary supplies were always available while minimizing costs.

Administrator

TeliQ Limited
02.2011 - 01.2012
  • Maintained personnel records and updated internal databases to support document management.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy.
  • Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
  • Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
  • Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
  • Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.

Contact Centre Agent

eProcess International S.A, Ecobank Group of Companies
11.2008 - 07.2009


  • Provided advanced service via phones, e-mails and faxes as a receiver and caller effectively dealing with job stress, angry callers, and upset customers.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Advised customers on how to run their accounts
  • Promoted and sold Ecobank Products and Services via Telemarketing Channels.
  • Activated customers’ cards for ATM transactions, POS and Online purchases.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Responded to customer calls and emails to answer questions about products and services.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Public Relations Officer

Ayawaso National Health Insurance Scheme
05.2008 - 08.2008
  • Produced and distributed internal and external communications.
  • Organized successful press events, ensuring maximum exposure for product launches and announcements.
  • Developed campaigns to increase public awareness of Scheme and engaged the communities in Ayawaso West.

Customer Service Assistant

CFAO Ghana Limited
06.2008 - 08.2008
  • Answered customer questions about availability of vehicles and shipment times.
  • Assisted customers with vehicle selection by providing detailed information on features and benefits.
  • Provided exceptional support during peak hours as well as holidays and special events.

Education

CX Pro - Customer Experience

Customer Experience Professionals Ghana
Accra
07.2023

MSc - International Development, Inequality

University of Birmingham
Birmingham
12.2014

BSc - Business Administration: Marketing

Central University College
Accra
09.2008

Skills

  • Customer Service Management
  • Complaint Handling
  • Customer Segmentation
  • Crisis Management
  • Customer Journey Mapping
  • Microsoft Office
  • Multitasking Abilities
  • Digital Marketing
  • Strategic Thinking
  • Attention to Detail

Accomplishments

  • Documented and resolved high call volumes during peak hours which led to a 50% decrease in average wait times.
  • Recorded and resolved lack of customer feedback mechanisms which led to a 15% increase in customer satisfaction scores.
  • Identified and fixed customer onboarding delays which led to a 25% improvement in customer retention rates.
  • Collaborated with a ten-person team to build the Donewell Customer Service Unit and Contact Centre.
  • Developed and created a Customer Service Policy and a Complaints Handling Procedure for the Company
  • Supervised team of 5 staff members.


Timeline

Head, Customer Service

Donewell Insurance Limited
11.2020 - Current

Human Resource and Admin Officer

Donewell Insurance Company Limited
11.2017 - 11.2020

Personal Assistant to the CEO

Donewell Insurance Company Limited
10.2015 - 11.2020

Volunteer

Camfed Ghana
04.2015 - 08.2015

Administrative Assistant

EducationPlus (UK)
11.2013 - 07.2014

Senior Administrator

DEZYN Group
02.2012 - 05.2013

Administrator

TeliQ Limited
02.2011 - 01.2012

Contact Centre Agent

eProcess International S.A, Ecobank Group of Companies
11.2008 - 07.2009

Customer Service Assistant

CFAO Ghana Limited
06.2008 - 08.2008

Public Relations Officer

Ayawaso National Health Insurance Scheme
05.2008 - 08.2008

CX Pro - Customer Experience

Customer Experience Professionals Ghana

MSc - International Development, Inequality

University of Birmingham

BSc - Business Administration: Marketing

Central University College

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Darlene E. Glover