ESTHER MAWULI
Customer Relationship Manager
Accra,Ghana
Summary
I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. I am also a proactive service professional with substantial call centre experience. I build customer rapport through friendly, attentive interactions and handle queries knowledgeably and promptly to meet performance targets.
Overview
8
8
years of professional experience
Work History
Customer relationship officer
Nikao Pest Control Services
01.2021 - Current
- Responsible for answering phone calls, emails, and inquiries from clients and providing information or directing them to the appropriate department
- Scheduling appointments for services and maintaining an organised appointment calendar
- Addressing customer concerns, complaints, and inquiries and ensuring timely resolution
- Maintaining a high level of customer satisfaction by delivering excellent service and support.
- Data entry and record-keeping of customer information, appointments, and service details
- Assessing market and competitor activity to remain ahead of trends.
- Assisting with invoice generation, payment processing, and maintaining financial records
- Organizing and maintaining physical and digital files, including customer contracts, service agreements, and other important documents
- Address customer issues with compassion and professionalism, ensuring a swift and successful resolution.
- Ensuring the confidentiality and security of sensitive customer information.
- Promoting new and updated services to increase customer retention.
customer care and call centre representative
Glorious Child School Limited
Pokoase, Ghana
01.2020 - 09.2020
- Assisted customers in making product selections and provided information about available items and services.
- Reviewed and improved sales performance to routinely meet or exceed targets.
- I ensured all customers were served promptly and satisfactorily, addressing any questions or concerns
- Built focused new client networks, growing business opportunities, and increasing revenue possibilities.
- Built long-term relationships with customers and generated referrals from existing clients.
- Understood customer needs to craft exceptional sales journeys.
- Answered customer queries daily via inbound calls, emails, and live chats.
Researcher
International Food Policy Research Institute, School of Public Health and Noguchi Memorial Institute
Accra, Ghana
01.2019 - 01.2020
- Designed and implemented surveys and data collection methods, including fieldwork and interviews in Accra
- Conducted quantitative and qualitative research in the field of public health and food policy
- Coordinated project teams, ensuring research activities were on track, and meeting project timelines
- Communicated research findings and policy recommendations to a diverse audience through written documents and presentations
- Collaborated with colleagues, researchers, and institutions both locally and internationally to enhance research initiatives
- Ensured data quality, accuracy, and ethical research practices during data collection processes.
Teaching Assistant
University of Cape Coast
Accra, Ghana
08.2018 - 09.2019
- Assisted lecturers in class
- Organized tutorial sessions for students
- Marked and collated exam/quiz scripts and results and assisted in uploading on student e-portal
- Assisted in teaching: Reproductive Biology, Human Psychology and Behavior, Human Anatomy and Physiology, Health Policy and Analysis, and Developmental Biology
- Handled practical sections in the school laboratory and hospital laboratory
- Supervised student projects in both clinical trials and laboratory.
Intern
Cocoa Processing Company
Tema, Ghana
06.2017 - 08.2017
- I was involved in the detailed description of processes involved in the processing of cocoa beans into semi-finished products (cakes, powder, and butter)
- I acted as the ISO secretariat: Responsible for auditing all activities occurring at the CPC premises
- I functioned in the Physical and Chemical laboratory as part of the quality assurance department
- Involved with sampling and conducting physical and chemical analyses such as ash content, pH, residue, free fatty acid, moisture content, and fat content.
Intern
New Crystal Hospital
06.2016 - 07.2017
- Worked at the laboratory by running the antenatal department
- Worked at the main laboratory and carried out most of the laboratory tests from sample taking to processing of results with and without supervision.
Education
Certificate of Higher Education - Customer Relationship Management
IIMB
INDIA 02.2022 - 07.2022
BSc - Biomedical Science
University of Cape Coast
2018
Skills
IT Proficiencies:
- Google Workspace, Microsoft Office Suite, QuickBooks and Data entry
Soft skills:
- Adaptability, outstanding communication skills, excellent interpersonal relationships, critical thinking and problem-solving, attention to detail, emotional intelligence (EQ), creativity, teamwork, time management, and organization
- Data confidentiality
- Customer experience, CRM implementation, Customer care and customer retention
Interests
ACTIVITIES & VOLUNTEER WORK
, Volunteer | Aldersgate Foundation (NGO in Ghana)
Languages
English
Advanced
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I cannot believe the purpose of life is to be happy. I think the purpose of life is to be useful, to be responsible, to be compassionate. It is, above all, to matter, to count, to stand for something, to have made some difference that you lived at all.
Leo Rosten
Timeline
Certificate of Higher Education - Customer Relationship Management
IIMB
02.2022 - 07.2022
Customer relationship officer
Nikao Pest Control Services
01.2021 - Current
customer care and call centre representative
Glorious Child School Limited
01.2020 - 09.2020
Researcher
International Food Policy Research Institute, School of Public Health and Noguchi Memorial Institute
01.2019 - 01.2020
Teaching Assistant
University of Cape Coast
08.2018 - 09.2019
Intern
Cocoa Processing Company
06.2017 - 08.2017
Intern
New Crystal Hospital
06.2016 - 07.2017
BSc - Biomedical Science
University of Cape Coast
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