Georgina Afrakoma Afful
Accra
Summary
‘A diligent and technically-minded graduate adept at providing high-quality accounting, insurance, marketing and sales and/or human-resource support to organizations. I am a quick learner who adds value to whatever roles I am assigned to. Team player with excellent communication skills, high quality of work, driven and highly self-motivated. A committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand."
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Raycom Technologies
Accra
04.2023 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Led team engagement to assist cross-functional departments and achieve goals.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Conducted training and offered staff development opportunities to decrease process lags.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Explained benefits, features and recommendations to maximize client retention.
- Organized client compliant records and reports to strengthen traceability.
- Addressed customer concerns with suitable solutions.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Presented performance and productivity reports to supervisors.
Customer Service Support Specialist
Raycom Technology
Accra
12.2022 - 03.2023
- Assessed departmental operations to determine areas for improvement and support.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained records of data communication movements, problems and remedial actions or installation activities.
- Oversaw daily operations of engineer work to be done.
- Collected, analyzed and reported on data for use in operational work done for clients both internally and externally.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Entered commands and observed system functioning to verify correct operations and report and loge detected errors reported by clients.
- Supervised, directed and assign workers on support challenges reported by clients.
- Conducted workflow analysis, space design comparison analysis.
- Modified and customized commercial programs for internal needs.
Bank Assurance Agent
Allianz Insurance Company Ghana Ltd
Accra
06.2017 - 11.2022
- Seeking out new clients and developing the clientele, networking to find new customers and generating lists of prospective clients
- Contacting potential clients and creating rapport by networking, returning calls, and using referrals
- Assessing the financial eligibility of clients, utilizing asset valuation, and performing cost analysis relating to real estate and other personal property
- Evaluating the existing and prospective insurance policies to ensure clients receive sufficient level of coverage
- Developing the financing strategies for clients in need of flexible and alternate payment options
- Calling policyholders to deliver and explain policy, analyzing insurance programs and suggesting additions or changes, or to change beneficiaries
- Building and maintaining a client base, keeping clients informed about products and services for, but not limited to, motor, life and health insurance.
Account Officer
AVM Books Incorporation
08.2019 - 06.2022
- Analyzing income and expenses, extracting the ledgers and summarizing the income and expenses
- Managing all payables due suppliers of the company
- Monitoring customer account details for non-payments, delayed payments and other irregularities to maintain accounts receivables and payables
- Reconciling of debtors and creditors accounts and submitting of reports on debtors and creditors accounts to management
- Using an accounting software
Marketing Executive
Global Signature
Accra
07.2019 - 08.2020
- National Service/Global Signature (a digital marketing firm) Part of a dynamic team responsible for planning and execution of SEO, SEM, social media, display adverting and email marketing campaign strategies
- Creating, building, and maintaining social media presence for clients
- Responsible for measuring and reporting on performance of campaigns using ROI and KPIs
- Writing articles, driving content creation and copywriting activities
- Conducting search Analytics to advise content creators on various platforms such Facebook, YouTube, instagram etc.
- Created sales strategies to promote advertising offerings and motivate larger deals.
Sales Team Member
AVM Books Incorporation
08.2017 - 06.2019
- Maintained up-to-date records on book sales
- Provided appropriate information in response to customer inquiries
- Successfully sold books via several channels such as online, phone and in-person
- Built customer loyalty by placing follow-up calls for customers who had challenges or complaints
- Date of Birth: 16th November, 1999 | Nationality: Ghanaian |Languages: English, Fante, Twi | Marital status: Single
Education
Bachelor of Science - Accounting
University of Professional Studies
07.2022
Diploma - Accounting
University of Professional Studies
05.2019
Senior School Certificate -
West African, Archbishop Porter Girls’ Sec. School
05.2017
Skills
- Soft Skills
- Organizational skills
- Ability to work in teams
- Ability to lead teams and projects
- Adaptive and proactive to project deadlines
- Exceptional leadership skills
- Customer service
- Communication and presentation skills
- Computer Skills
- Proficient in MS-Office suits especially Word, Excel, and PowerPoint
- Data Analytics in Excel and other software
- Internet search
- Account Management
- Persuasion Strategies
- Call Center Operations
- Team Building
- Performance Improvements
- Complex Problem Solving
- Customer Research
- Client Relations
- Call Center Background
- Investigation Due Diligence
- Performance Improvement Techniques
- Scripted Conversations
- Negotiation and persuasion skills
- Account Management
- Relationship Building
- Client Relations, Retention and Customer-Focused
- Leading Team Meetings
- Excellent Time Management Skills
- Talent Allocation
- Management of Remote Employees
- Deadline-Oriented
- Cash Handling
- Accounting Systems
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Manager
Raycom Technologies
04.2023 - Current
Customer Service Support Specialist
Raycom Technology
12.2022 - 03.2023
Account Officer
AVM Books Incorporation
08.2019 - 06.2022
Marketing Executive
Global Signature
07.2019 - 08.2020
Sales Team Member
AVM Books Incorporation
08.2017 - 06.2019
Bank Assurance Agent
Allianz Insurance Company Ghana Ltd
06.2017 - 11.2022
Bachelor of Science - Accounting
University of Professional Studies
Diploma - Accounting
University of Professional Studies
Senior School Certificate -
West African, Archbishop Porter Girls’ Sec. School
References
Referees:
Mr. Prosper Nii NorteyAddo Senior Political Officer AU Headquarters Addis Ababa Email: prosper.addo@gmail.com, TEL: 0244 632694/+251 886 820 127 2.
Mr Karl Antwi Adjei Branch Manager, Ecobank Legon Accra Email: kantwi-adjei@ecobank.com TEL: +233241185237/+233244679131
References
Referees:
Mr. Prosper Nii NorteyAddo Senior Political Officer AU Headquarters Addis Ababa Email: prosper.addo@gmail.com, TEL: 0244 632694/+251 886 820 127 2.
Mr Karl Antwi Adjei Branch Manager, Ecobank Legon Accra Email: kantwi-adjei@ecobank.com TEL: +233241185237/+233244679131
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