ERNEST DEBRAH
Accra,Ghana
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work history
Marketer
Aqua Volt Solution
Accra
09.2024 - 01.2025
- Provided comprehensive support to a portfolio of 100+ clients, ensuring timely resolution of technical issues and inquiries related to software applications.
- Increased client retention rate by 25% through proactive communication and personalized assistance, resulting in a boost in annual revenue by $100,000.
- Implemented a client feedback mechanism, resulting in a 30% decrease in customer complaints within the first six months of implementation.
- Conducted quarterly client training sessions, improving user proficiency and reducing support ticket volume by 20%.
- Collaborated with the product development team to identify and address recurring technical issues, leading to a 40% reduction in software bugs reported by clients.
Client Support Manager
Mcberry Biscuit Factory
Accra
07.2021 - 10.2022
- Managed inbound and outbound calls, assisting an average of 50 customers daily with product inquiries, issue resolution, and account management.
- Achieved a customer satisfaction rating of 95% through effective communication and problem-solving, as measured by post-interaction surveys.
- Exceeded monthly sales targets by 20%, consistently upselling and cross-selling products to customers, resulting in a 15% increase in revenue generation.
- Reduced average call handling time by 15%, implementing streamlined processes and utilizing active listening techniques to address customer needs promptly.
- Recognized as the 'Employee of the Month' three times in a year, based on performance metrics including customer satisfaction, sales targets, and call quality.
Networking Manager
Maxmed Enterprise
Accra
12.2019 - 06.2020
- Consistently met and exceeded quality assurance benchmarks (above 90% monthly).
- Accurately updated and maintained records in CRM and call tracking systems.
- Designed and executed onboarding processes that reduced time to value by 30%.
- Developed self serve resources reducing inbound support tickets by 25%.
- Identifies upsell, downsell and crossell opportunities generating 60K+ in expansion revenue.
Teacher
Queen Esther Montessori Preparatory School
Accra, Ghana
02.2018 - 04.2019
- Fostered a positive learning environment for student engagement through effective classroom management.
- Communicated regularly with parents about their children's performance and behaviour at school.
- Led after-school clubs, facilitated students' participation in extracurricular activities.
- Created inclusive classroom setting to ensure all students felt accepted and valued.
- Fostered strong relationships with students by displaying genuine interest in their personal growth and achievements.
- Took part in parent-teacher meetings discussing pupil progress and potential areas for improvement.
Education
WASSCE -
Asamankese Senior High School
09.2014 - 07.2017
Adjen Kotoku Junior High School
Accra 10.2014 - 10.2017
Skills
- RM Systems: Sales force, CRM systems
- Technical Troubleshooting
- Microsoft Office Suite
- Excellent Communication
- Interpersonal Skills
- Quick Learner
- Detail-oriented
- Customer Success Management
- Digital marketing
- Social media management
- Influencer marketing
Languages
English
Native language
English
Fluent
A1
Custom
- Digital marketing
- Information Technology
- Customer Support
- Developing campaign online (Running ads on Facebook, TikTok, Google, and Instagram)
References
References available upon request.
Timeline
Marketer
Aqua Volt Solution
09.2024 - 01.2025
Client Support Manager
Mcberry Biscuit Factory
07.2021 - 10.2022
Networking Manager
Maxmed Enterprise
12.2019 - 06.2020
Teacher
Queen Esther Montessori Preparatory School
02.2018 - 04.2019
Adjen Kotoku Junior High School
10.2014 - 10.2017
WASSCE -
Asamankese Senior High School
09.2014 - 07.2017
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