Dela Djegu
Customer Experience
Accra
Summary
Personable, friendly and solution-oriented with over Five() years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Head Customer Service Representative
Swoove Logistics
Accra
07.2018 - 01.2024
- Assessed customer needs and upsold products and services to maximize sales
- Informed customers about billing procedures, processed payments
- Consulted with customers to determine best methods to resolve service and billing issues
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge and provided payment option setup assistance
- Created and implemented process improvements to reduce workloads and bolster callback efficiency
- Educated customers on special pricing opportunities and company offerings.
Quality Assurance Tester
Roots Digital Limited
Accra
07.2018 - 08.2021
- Analyzed issues and recommended corrective actions to improve final results
- Troubleshot product issues and fixed problems
- Reviewed customer interactions and activity reports to identify and address concerns
- Kept records of quality reports and statistical reviews.
Marketing & Customer Service Executive
B-ONE Savings and Loans Company Ltd
Sakumono
01.2017 - 07.2020
- Assist new customers in account opening
- Guide customers in understanding loan policies and requirements
- Ensure queries from customers are timely and satisfactorily addressed
- Provide customers with appropriate products to solve specific concerns
- Handling irate customer with de-escalation strategies
- Ensuring targets on customer satisfaction and staff metrics are regularly met
- Performed research to analyze behavior of customers, including purchasing habits, trends and preferences.
Marketing & Customer Service Officer (Intern)
B-ONE Savings and Loans Company Ltd
Sakumono
05.2016 - 09.2016
- Provided technical support to customers in using online portal
- Ensuring customer grievances are duly addressed
- Assisted my supervisors in the acquisition of loans for clients as well opening saving account for clients
- Performed research to analyze behavior of customers, including purchasing habits, trends and preferences.
Customer Support & Dispensary
Narh-Bita Hospital
Tema
02.2015 - 08.2015
- Provided answers to client/patient's queries on systems and processes in the medical facility
- Provided patients with dispensary drugs as prescribed by doctors.
Education
Bachelor of Science in Business Administration in Human Resource Management - Human Resource Management
Central University
Miotso Near Dawhenya Accra -Aflao 09.2013 - 12.2017
West African Senior School Certificate in General Arts -
Pope Johns Senior High School And Minor Seminary
Effiduase Koforidua 06.2010 - 06.2013
Skills
Complaint resolution
Administrative support
Technical Support
Training development aptitude
Report preparation
Certification
De-Escalating Intense Situations Certificate of Completion
Accomplishments
- Created highly effective new programs that significantly impacted efficiency and improved operations.
- Consistently maintained high customer satisfaction ratings over 80% for 18 months
Additional Information
- Exceptional copywriting and creative writing skills
- Metacognitive awareness with the ability to clearly articulate thoughts and reasoning
- Deep interest in linguistics and language learning
- Strong documentation skills for learnings and methods refinement
- Proficient in evaluating AI models for safety, accuracy, and benefit to humanity
- Testing proficiency, actively identifying and addressing potential AI issues
Timeline
Head Customer Service Representative
Swoove Logistics
07.2018 - 01.2024
Quality Assurance Tester
Roots Digital Limited
07.2018 - 08.2021
Marketing & Customer Service Executive
B-ONE Savings and Loans Company Ltd
01.2017 - 07.2020
Marketing & Customer Service Officer (Intern)
B-ONE Savings and Loans Company Ltd
05.2016 - 09.2016
Customer Support & Dispensary
Narh-Bita Hospital
02.2015 - 08.2015
Bachelor of Science in Business Administration in Human Resource Management - Human Resource Management
Central University
09.2013 - 12.2017
West African Senior School Certificate in General Arts -
Pope Johns Senior High School And Minor Seminary
06.2010 - 06.2013