Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Additional Information
Timeline
Generic

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

undefined

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

Similar Profiles

CREATE PROFILE
Dela DjeguCustomer Experience