Esther Dufie Aforo
Communication Professional
ACCRA,Tema
Summary
Dynamic communication officer with a proven track record of crafting impactful messaging and building strong customer relations. Expertise in developing comprehensive communication strategies to enhance brand visibility and engaging diverse audiences. Proficient in managing digital platforms, organizing events, and adapting content for various channels. Adept at crisis management and leveraging effective communication to achieve organizational goals.
Overview
2
2
years of professional experience
7
7
years of post-secondary education
Work History
Client Engagement Advisor
Ecobank Ghana
10.2022 - Current
- Maintained customer and client databases and updated databases periodically
- I contacted prospective customers to present information and explain available services
- Provided information to customers and clients on account status and balances
- Resolved issues for banking customers and provided operational support
- Kept confidential client information properly protected and only used for official purposes
- Suggested effective ways through which bank could promote products and services to increase customer satisfaction
- Recommended strategies to assist clients in achieving financial goals and objectives
- I created and developed presentations on financial services to groups to attract new clients.
- Consistently exceeded performance targets by effectively managing time-sensitive projects and meeting deadlines under pressure
Customer Experience Representative
Petra Trust Company Limited
08.2022 - 09.2022
- Handled customer complaints courteously using appropriate techniques, problem-solving skills and follow-up logs
- Communicated with customers via phone, email and online chats
- Collected customer feedback and recorded into system, sharing key details with appropriate departments and team members
- Guided customers through troubleshooting, navigating company site and using services
- Assisted customers with making payments or completing orders in system
- Promoted available products and services to customers during service, account management and order calls
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
Bachelor of Arts - Communication Studies
Pentecost University
Accra Ghana 09.2018 - 07.2022
High School Diploma - General Arts
Achimota Senior High School
Accra Ghana 07.2014 - 07.2017
Skills
Business Development
Client Interaction
Information Verification
Consultative Sales
Product Promotion
New Account Setup
Relationship Management
Financial Services
Customer Consultations
Account Management
Customer Engagement
Client Relationship Management
Check Endorsing
Consultative Selling
Referral Coordination
Problem-Solving Skills
Team Leadership Skills
Team Building
Communication Planning
Social Media Platforms
Social Media Management
Strategic Planning
Supervising Staff
Research Abilities
Event Coordination
Computer skills [ Microsoft Excel, PowerPoint & Word]
Languages
English
References
- Mr. Isaac Assan, isaac.assan@petraonline.com, 0544616406
- Mr. Empson Awumah, eawumah@ecobank.com, 0243474916
Timeline
Client Engagement Advisor
Ecobank Ghana
10.2022 - Current
Customer Experience Representative
Petra Trust Company Limited
08.2022 - 09.2022
Bachelor of Arts - Communication Studies
Pentecost University
09.2018 - 07.2022
High School Diploma - General Arts
Achimota Senior High School
07.2014 - 07.2017