Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Darlene Glover

Accra

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Head, Customer Service

Donewell Insurance Limited
Accra
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 touch points.

Personal Assistant to the CEO

Donewell Insurance Company Limited
Accra
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.

Volunteer

Camfed Ghana
Accra
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)
Birmingham
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
Accra
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
Accra
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.

Education

MSc - International Development, Inequality

University of Birmingham
Birmingham
12.2014

BSc - Business Administration: Marketing

Central University College
Accra, Ghana
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
  • Cultural Awareness
  • Friendly, Positive Attitude
  • Dependable and Responsible

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
  • Supervise team of 5 staff members.

Certification

CX Pro : Customer Experience, Customer Experience Professionals Ghana, Accra, Ghana, 07/2023

References

References available upon request.

Timeline

Head, Customer Service

Donewell Insurance Limited
11.2020 - Current

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

MSc - International Development, Inequality

University of Birmingham

BSc - Business Administration: Marketing

Central University College

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Darlene Glover