Elliot Banini
Accra
Summary
Dedicated Customer Service Representative, passionate and skilled in customer care. Proficient in responding to customer complaints, finding lasting solutions and customer request management. Specialize in facilitating customer satisfaction by connecting and communicating fluidly.
Overview
17
17
years of professional experience
Work History
International Client Service Advisor
Yandex taxi/Yango
07.2019 - Current
- Solving Technical Problems Related to the Operations of the Drivers under Yandex Taxi system
- Organization of the training process and testing of the customer’s service drivers
- Registration and addition into the system the new drivers who have not previously used the service
- Management of Partners (third party companies) that manage drivers
- Consulting Drivers about the Service of Yandex.Taxi
- Making of inbound and outbound calls
Customer Care Manager
MTN Ghana
02.2017 - 06.2019
- See to the day to day running of the department
- Monitoring and assessment of agents
- Delegation of Tasks to agents according to the needs of the business
- Evaluate data and employee performance
- Coaching and Mentoring of agents
Call Center Agent
MTN Ghana
03.2012 - 01.2017
- Receives calls, gather & verify information from clients and assists them accordingly
- Educate customers on new products and services
- Keep up to date information on all existing products and services and accurately explain them to customers
- Defuse difficult client’s situations to enhance customer satisfaction and loyalty
- Follow proper technical escalation on clients’ complaints to appropriate departments for complete resolution
Administrative Assistant (Industrial Attachment)
Ghana Highway Authority
09.2011 - 08.2011
- Filing of documents
- Receiving, Writing and Dispatching of Letters
- Any other assigned duties
Data Entry Clerk
Electoral Commission
11.2007 - 09.2008
- Managing and updating electoral database with customer account information
- Identifying system discrepancies and reporting to appropriate departments and personal for issues to be resolved
Microsoft Office Instructor
Printing Press
07.2007 - 10.2007
- Typing and Printing
- Designing Business Cards
- Instructing trainees
Education
Bsc. - BUSINESS ADMINISTRATION
university of professional studies
06.2016
diploma - management
university of professional studies
07.2010
west african education certificate -
bechem presby secondary school
05.2007
Skills
- Office skills
- Customer Service
- Complaint Handling
- Data Entry
- Inter-personal intelligence
- Proficient in Microsoft Word
- Proficient in PowerPoint
- Proficient in Excel
Hobbies and Interests
- Listening to music
- Reading
- Playing soccer
References
- Mrs. Eunice Quarcopome, MTN Call Center Manager (Overall), +233 244331462
- Mr. Obeng Waye Kwajo, National Service Coordinator, +233 244152363
- Mr. Philip Lartey, MTN Call Center Manager, +233 244207859
Timeline
International Client Service Advisor
Yandex taxi/Yango
07.2019 - Current
Customer Care Manager
MTN Ghana
02.2017 - 06.2019
Call Center Agent
MTN Ghana
03.2012 - 01.2017
Administrative Assistant (Industrial Attachment)
Ghana Highway Authority
09.2011 - 08.2011
Data Entry Clerk
Electoral Commission
11.2007 - 09.2008
Microsoft Office Instructor
Printing Press
07.2007 - 10.2007
Bsc. - BUSINESS ADMINISTRATION
university of professional studies
diploma - management
university of professional studies
west african education certificate -
bechem presby secondary school
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