Emelia Afua Afedi

A dynamic and results-oriented Customer Service Manager with over 20 years of experience at Ecobank Ghana Ltd, specializing in customer service management (CRM), team leadership, and operational efficiencies. Throughout my career, I have honed my ability to enhance customer satisfaction, drive sales, and build strong, lasting client relationships. My expertise includes overseeing customer service operations, managing multi-functional teams, and developing strategies to improve service delivery and customer retention. I have a proven track record of implementing innovative solutions that streamline processes and increase profitability. Having consistently achieved sales targets and boosted customer loyalty, I thrive in high-pressure environments where attention to detail and the ability to manage complex customer needs are crucial. I am committed to professional growth and continuously seek to expand my knowledge in leadership and business management. My ultimate career goal is to leverage my experience to step into senior management roles, ultimately becoming the Head of the Department and progressing to the CEO position, where I can lead and influence organizational growth and success.

• Increased customer satisfaction scores by 25% through targeted service initiatives.
• Contributed to a 15% increase in sales revenue within the first year by training staff on effective sales techniques.
• Spearheaded a customer loyalty program that led to a 20% improvement in customer retention rates.

Certified customer Services Manager