PRINCE OPOKU
Ofankor
Summary
The resourceful contact center representative is known for high productivity and efficient task completion. Skilled in customer relationship management, problem resolution, and communication technologies. Excel in active listening, empathy, and patience to enhance customer satisfaction and build loyalty. Committed to maintaining professionalism and calm under pressure to resolve inquiries swiftly and effectively. The resourceful contact center representative is known for high productivity and efficient task completion. Skilled in customer relationship management, problem resolution, and communication technologies. Excel in active listening, empathy, and patience to enhance customer satisfaction and build loyalty. Committed to maintaining professionalism and calm under pressure to resolve inquiries swiftly and effectively. Additionally, a skilled IT graduate with experience in managing network systems, data security, and troubleshooting technical issues. Proficient in hardware and software installation and maintenance, with a strong track record of enhancing system efficiency and minimizing downtime.
Overview
3
3
years of professional experience
Work History
Contact Center Representative
Zenith Bank(Ghana)Limited
Accra - Independence Avenue
11.2023 - 12.2024
- Managed the resolution of all customer queries received via all channels for customer correspondences outlined by the bank; namely, dedicated telephone lines, Z-Chat, Complaints Portal, and the bank's designated emails.
- Liaised with internal teams to assist with customers' requests, ensuring efficient resolution of quality, and ensuring adherence to the bank's SLA.
- Handled customers' card management requests (card activation, clearance for PIN tries, and temporary limit increase) using approved applications, including Onafriq Merchant Lite.
- Prepared reports on correspondences on bank portals on a weekly, monthly, quarterly, and annual basis.
- Serve as a branch anchor for assigned branches, who shall be responsible for soliciting feedback from customers through a minimum of fifty (50) calls per week to customers of assigned branches.
- Scaled in the conduct of customer satisfaction surveys, and reporting on the same.
- Engaged in the conduct of service benchmarking calls on competition and internal units, in a bid to help improve service delivery.
- Assisted with the business development drive of the bank by cross-selling the bank’s products via respective correspondent channels, and ensure interactions with customers with good prospects are closed.
IT Technician
IPMC College of Technology
Accra- Kwame Nkrumah Circle
06.2022 - 08.2022
- Setting up workstations for staff and students.
- Replaced defective components and upgraded office equipment per the technology plan.
- Supported computer laboratory users with hardware, software, and connectivity issues across Windows and Mac platforms.
- Network Configuration.
- Installation of new operating systems.
Education
Bachelor of Computer Technology - Computer Technology
Kumasi Technical University
KUMASI -ASAFO09-2021
Skills
- Inbound phone call management
- Product Knowledge
- Software installations
- Customer service
- Complaint resolution
- Report preparation
Languages
Fante
First Language
English
Proficient (C2)
C2
Ga
Proficient (C2)
C2
References
- Emmanuel Abban Donkor
CEO/Director - Emplus Technology Systems
Email: Emplussystems.tech@gmail.com
Location: Achimota, Accra
Timeline
Contact Center Representative
Zenith Bank(Ghana)Limited
11.2023 - 12.2024
IT Technician
IPMC College of Technology
06.2022 - 08.2022
Bachelor of Computer Technology - Computer Technology
Kumasi Technical University
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