Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

FRANCIS LAMPTEY

Accra

Summary

Dedicated and results-driven professional with extensive experience in the BPO industry, call center operations, office administration, and IT support. Skilled in handling diverse customer inquiries, sales and administrative tasks, troubleshooting IT problems, and ensuring seamless communication between clients and my organization. Committed to maintaining high standards of professionalism, efficiency, and customer satisfaction in fast-paced environments.

Overview

19
19
years of professional experience

Work History

Administrator

Gome Fortress Business Centre - AIRBNB
Accra
07.2023 - Current
  • Manage multiple Airbnb listings, including creating and optimizing listings, managing reservations, and communicating with guests.
  • Provide a high level of customer service, including responding promptly to guest inquiries, resolving any issues that arise, and ensuring guests have a positive experience.
  • Ensure properties are clean, well-maintained, and stocked with necessary amenities.
  • Manage relationships with cleaning and maintenance vendors, ensuring properties are prepared for each guest stay.
  • Stay up-to-date with Airbnb policies, regulations, and best practices, and ensure all listings comply with relevant laws and regulations.
  • Monitor and analyze performance metrics, including occupancy rates, revenue, and guest feedback, to identify opportunities for improvement and optimization.

Administrative Officer

Pace-Up Consult International
Accra
06.2021 - 07.2023
  • Receive all client inquiries, respond promptly, and ensure client satisfaction.
  • Scout for business and market pace-up consulting services to prospective students/clients.
  • Represent pace-up, consult international at assigned meetings, workshops, etc.
  • Maintain accurate and up-to-date records of clients.
  • Keep an accurate financial record and manage any funds allocated to you appropriately.
  • Monitor and ensure clients' progress and resolve any related disputes thereof.
  • Prepare weekly and monthly reports on all activities.
  • Ensure adherence to high ethical standards and compliance with regulations.
  • Zoom meetings with educators for partnership.
  • Daily client review includes calls, emails, and WhatsApp messages.
  • Other duties that may be assigned by superiors, in line with your job.

Telesales Executive

aYo Intermediaries Limited - MTN
Accra
08.2019 - 06.2021
  • Selling insurance policies via the phone, Life, and Hospital Insurance.
  • Educate client on a suitable policy during sales.
  • Professionally and politely resolves complex complaints and handles angry customers, providing effective solutions.
  • Updated internal databases with relevant customer account details following each interaction.
  • Managed multiple accounts simultaneously while providing superior customer service.
  • Maintained a database of prospects and current clients for tracking purposes.

Customer Care Executive

MTN
Accra
06.2019 - 08.2019
  • Handle customers' complaints, requests, and inquiries via phone.
  • Escalation of customers' complaints, request to appropriate department for prompt resolution.
  • Maintained accurate records of customer interactions, transactions, comments, and complaints.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Resolved billing issues and disputes through effective problem solving techniques.

Brand Ambassador

eService Africa Limited
Accra
04.2015 - 01.2016
  • Handle customers' complaints, requests, and inquiries via phone.
  • Professionally handle angry and highly frustrated customers.
  • Escalate customers' complaints and requests to the appropriate department to be resolved.
  • Maintained an up-to-date knowledge base on products and services.

Customer Care Representative

Techmahindra - Airtel Ghana Limited
Accra
02.2014 - 02.2015
  • Handle customers' complaints, requests, and inquiries via phone.
  • Escalate customers' complaints and requests to the back office for prompt resolution.
  • Maintained up-to-date knowledge of company products, services, and promotions.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Utilized problem-solving techniques to identify recurring issues that could be addressed proactively.
  • Provided accurate, valid, and complete information to customers.
  • Identified opportunities to upsell additional services when appropriate.

Scanning Operator

Josanti InfoImaging Limited
Accra
01.2009 - 01.2012
  • Scanning and digitizing official government documents.
  • Data entry of scanned documents.
  • Splitting, renaming, and indexing documents.
  • Attending to administrative tasks whenever assigned.
  • Performed daily scanning of documents and ensured accuracy of data entry into the system.
  • Created electronic files for various types of documents.
  • Maintained records of scanned documents, including date, time, and document type.

Administrative Secretary | PA

Classfam Pharmacy Limited
Okaishie
07.2006 - 02.2008
  • Organize meetings and take minutes.
  • Schedule appointments for MD.
  • Support MD in operations workflows.
  • Effectively discharge human resource and financial tasks, cash, and cheque lodgements to the bank.
  • Sort and distribute business correspondence to the appropriate department and staff members.
  • Organize files, faxed reports, and scanned documents.
  • Gather information to create a spreadsheet of the company directory.
  • Coach new employees on administrative procedures, company policies, and performance standards.

Administrative Assistant/Office Assistant

Quince Lincoln University Centre
Accra
09.2005 - 06.2006
  • Provide administrative support tasks, including bank transactions and examination supervision.
  • Perform general office duties, including answering multi-line phone, routing telephone calls or messages to appropriate staff, and greeting visitors.
  • Ensure office space is neat and tidy.
  • Manage and control office supply inventory to ensure timely ordering or acquisition of depleted, low-level stocks.
  • Greeted visitors, determined their needs and directed them to the appropriate personnel.

Education

BBA - Operations Management

Accra Business School
Accra, Ghana
07-2025

Certificate in Agency Practice -

Ghana Insurance College
Accra
03.2021

Professional Diploma -

BPO CCIP Customer Interaction - Call Centre
Ghana Telecom University, Tesano Accra
08.2013

Professional Diploma -

System Engineering
IPMC College of Technology, Ring Road Accra
01.2013

Professional Diploma -

Business Administration and Management
Cambridge International College, UK
09.2011

SSSCE -

Business Secretarial
Yilo Krobo Secondary Commercial School, Somanya
07.2004

Skills

  • Empathy
  • Executive Support
  • Customer Experience
  • Self-discipline and discreet
  • Proficient in Microsoft Office
  • Multi-tasking and Typing skills
  • Teamwork and interpersonal skills
  • Verbal and written communication skills

Timeline

Administrator

Gome Fortress Business Centre - AIRBNB
07.2023 - Current

Administrative Officer

Pace-Up Consult International
06.2021 - 07.2023

Telesales Executive

aYo Intermediaries Limited - MTN
08.2019 - 06.2021

Customer Care Executive

MTN
06.2019 - 08.2019

Brand Ambassador

eService Africa Limited
04.2015 - 01.2016

Customer Care Representative

Techmahindra - Airtel Ghana Limited
02.2014 - 02.2015

Scanning Operator

Josanti InfoImaging Limited
01.2009 - 01.2012

Administrative Secretary | PA

Classfam Pharmacy Limited
07.2006 - 02.2008

Administrative Assistant/Office Assistant

Quince Lincoln University Centre
09.2005 - 06.2006

BBA - Operations Management

Accra Business School

Certificate in Agency Practice -

Ghana Insurance College

Professional Diploma -

BPO CCIP Customer Interaction - Call Centre

Professional Diploma -

System Engineering

Professional Diploma -

Business Administration and Management

SSSCE -

Business Secretarial

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