Esther Fosua Danso
Accra
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service Officer
Ecobank Ghana Plc
Accra
03.2018 - Current
- Managed customer inquiries through phone and email channels efficiently.
- Resolved customer complaints by analyzing issues and providing solutions promptly.
- Maintained up-to-date knowledge of bank products and services for effective support.
- Utilized CRM software to track customer interactions and feedback effectively.
- Facilitated communication between customers and various departments for issue resolution.
- Provided customer service in a courteous and professional manner.
- Managed the monitoring of premier card transactions for online/ATM.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Followed up on emailed or web-submitted
- Collaborated with other departments within the organization on various projects.
- Supervised the distribution of GHQR stands to vendors.
- Handled escalated customer complaints and disputes in a professional manner.
- Managed the process of testing, implementing and maintaining the chatbot features
Department Coordinator
Social Security and National Insurance Trust
Accra
09.2016 - 09.2017
- Organized documentation and maintained accurate records for compliance purposes.
- Supported project coordination by scheduling tasks and monitoring progress.
- Organized and maintained filing systems for all documents related to the department's operations.
- Facilitated interdepartmental collaboration by providing guidance on project-related tasks.
- Managed inventory of supplies for the department ensuring adequate stock levels were maintained at all times.
- Provided administrative support to department staff.
- Created reports outlining progress of various projects within the department.
- Managed daily operations, ensuring efficient workflow and productivity.
HR Assistant
Non-Formal Education Division
Accra
06.2015 - 08.2015
- Created, organized, and maintained employee personnel files to keep sensitive data secure.
- Provided administrative support for HR projects and initiatives.
- Filed documents, delivered mail and performed bookkeeping to facilitate office operations of HR department.
- Maintained employee records using HR management software for accuracy and compliance.
Data Collector Enumerator
International Labour Organization
Accra
07.2015 - 07.2015
- Collected data from various sources, ensuring accuracy and completeness.
- Conducted interviews with participants to gather relevant information effectively.
- Entered collected data into database systems for analysis and reporting.
- Coordinated with team members to align data collection efforts and timelines.
- Ensured that all collected data was stored securely according to established protocols.
- Traveled throughout assigned geographical areas to conduct face-to-face interviews with respondents.
Production Assistant Intern
TV3 Ghana Limited
Accra
06.2014 - 07.2014
- Supported team members in preparing and organizing production materials.
- Participated in team meetings to discuss project updates and improvements.
- Supported Producers by gathering required materials prior to meetings or events.
- Compiled contact lists of talent agencies, casting directors and other industry contacts.
- Created call sheets for cast and crew members.
Education
Bachelor of Arts - Adult Education With Theatre Arts
University of Ghana
Accra , Ghana 08.2012 - 07.2016
Skills
- Adaptability
- Technical support
- Dedicated team player
- Call center experience
- Customer support
- CRM software
- Complaint handling
- Email management
- Travel planning
- Willingness to learn
Languages
English
First Language
English
Proficient (C2)
C2
Akan
Advanced (C1)
C1
Accomplishments
- Bravo Award for exceptional leadership in the Rafiki Copilot Migration project.
Certification
- HR Foundations - Core Human Resources
- Administrative professionals tips
- Foundations of business banking
Timeline
Customer Service Officer
Ecobank Ghana Plc
03.2018 - Current
Department Coordinator
Social Security and National Insurance Trust
09.2016 - 09.2017
Data Collector Enumerator
International Labour Organization
07.2015 - 07.2015
HR Assistant
Non-Formal Education Division
06.2015 - 08.2015
Production Assistant Intern
TV3 Ghana Limited
06.2014 - 07.2014
Bachelor of Arts - Adult Education With Theatre Arts
University of Ghana
08.2012 - 07.2016
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