Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Work Availability
Timeline
Dorcas Akuokor Dodoo

Dorcas Akuokor Dodoo

Customer Service Officer
Accra

Summary

Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

10
10
years of professional experience

Work History

OPERATIONS AND CUSTOMER SERVICE OFFICER

HI-CAP MICRO
02.2022 - Current
  • Help over 50 customers every day with positive attitude and focus on customer satisfaction.
  • Use Zigloi software to manage payments, update account balances and discuses subsequent payments with customers to keep accounts on track.
  • Attend to customer-related complaints reported via phone calls, emails and walk-in
  • Handle all back-office operational duties
  • Respond to customer calls and emails to answer questions about products and services.
  • Provide primary customer support to internal and external customers.
  • Count cash drawers and deposits, check supplies and complete any other required opening or closing task to facilitate smooth team operations.

Customer Service Officer

GN MONEY LIMITED
07.2018 - 07.2019
  • Onboarded over 1000 customers on GN Mobile Application.
  • Assisted customers with Mobile Wallet related issues and associated features.
  • Recorded and addressed customer's complaints.
  • Identified problems and provided timely solutions, feedback and follow-ups.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Communicated with clients regarding account services, statements, and balances
  • Completed data entry to record call notes, suggestions and questions

MARKETING OFFICER

ECOBANK GHANA
09.2017 - 02.2018
  • Marketing all Ecobank products and services to clients
  • Registered 2000 customers on Ecobank Mobile Application
  • Registered 1500 clients on Ecobank Masterpass QR Code
  • Attended to customer-related complaints reported via phone calls, emails, and walk-in
  • Identified problems and provide timely solutions, feedback and follow-ups
  • Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
  • Consulted with product development teams to enhance products based on customer interest data.
  • Provided feedback to all departments on brand consistency in outbound communications.

PERSONAL ASSISTANT

FIO ENTERPRISE LIMITED
02.2015 - 02.2017
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Maintained appropriate filing of personal and professional documentation.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
  • Displayed absolute discretion at handling confidential information.
  • Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks.
  • Coordinated international and domestic travel logistics including flight itineraries, hotel reservations and car services.
  • Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
  • Handled incoming mail, bills and invoices and completed appropriate actions.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Answered over 50 customer calls and addressed customer questions and concerns to promote satisfaction and continued business.

Revenue Specialist

NATIONAL SERVICE PERSONNEL, GHANA REVENUE AUTHORITY
09.2013 - 02.2015
  • Registered over 800 taxpayers for new Tax Identification Number (TIN)
  • Processed over 1000 taxpayers' information on Ghana Revenue system
  • Prepared Tax Credit Certificates for clients.
  • Managed all paper and electronic filing systems and handled routes mails.
  • Developed and maintained positive relationships with taxpayers for satisfaction.
  • Prepared various tax forms and documentation associated with tax compliance, audits and refunds.
  • Organized client tax documents to facilitate quick preparation of tax returns.
  • Kept case data and contact information up to date to expedite proceedings.
  • Responded to taxpayer questions and helped individuals complete and file tax documentation.
  • Monitored and controlled data upload, checking for successful data import and quality.
  • Performed routine tasks under direct supervision and within established procedures and guidelines.
  • Processed tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
  • Prepared tax returns for individuals and businesses.
  • Produced briefs, located records and organized documentation to support court cases.
  • Skilled at working independently and collaboratively in team environment.
  • Self-motivated, with strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.

Education

Bachelor of Arts - Geography and Resource Development

University of Ghana, Accra-Ghana
05.2013
  • 3.44 :4.00 GPA
  • Bachelor of Arts in Geography and Resource Development with Archaeology with [Second Class Honors, Upper Division]
  • Women's Commission Welfare Member, Student's Representative Council, University of Ghana, (2012) to (2013)
  • Internship, Energy House Ghana Limited, Completed August,2012 - October,2012
  • The discharge of waste into the Korle lagoon and how best it can be managed - Research Project

Skills

  • Proficiency in Zendesk
  • Microsoft Office Suite (MS Word, MS Excel and MS PowerPoint)
  • Merchandise Recommendations
  • Register Opening and Closing
  • POS Terminal Operation
  • Effective team player
  • Ability to work under pressure with little or no supervision
  • Strong analytical ability and high problem-solving skills
  • Detail oriented
  • Excellent customer service
  • Calm and Professional Under Pressure
  • Verbal and Written Communication
  • Retail Inventory Management
  • Persuasive Selling
  • Strong Communication and Interpersonal Skills
  • Credit Card Applications
  • Information Updates
  • Payment Processing
  • Data Entry
  • Document and Records Management
  • Understanding Customer Needs
  • Invoice Preparation and Processing
  • Administrative Duties
  • Customer Data Confidentiality
  • Office Supplies and Inventory
  • Administrative and Office Support
  • Documentation

Accomplishments

  • Successfully conducted a research on "The discharge of waste into the Korle lagoon and how best it can be managed”, supervised by: Dr Kwabena Awere Gyekye (Department of Geography and Resource Development, University of Ghana).
  • Re-registered about (800)eight hundred old taxpayers unto the TRIPS
  • Compiled and developed a computer based master list of Agbogbloshie MTO taxpayers for easy identification, handling and monitoring taxpayer's files
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Languages

English
Bilingual or Proficient (C2)
French
Beginner (A1)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

OPERATIONS AND CUSTOMER SERVICE OFFICER - HI-CAP MICRO
02.2022 - Current
Customer Service Officer - GN MONEY LIMITED
07.2018 - 07.2019
MARKETING OFFICER - ECOBANK GHANA
09.2017 - 02.2018
PERSONAL ASSISTANT - FIO ENTERPRISE LIMITED
02.2015 - 02.2017
Revenue Specialist - NATIONAL SERVICE PERSONNEL, GHANA REVENUE AUTHORITY
09.2013 - 02.2015
University of Ghana - Bachelor of Arts, Geography and Resource Development

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Dorcas Akuokor DodooCustomer Service Officer