Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Volunteer
Jacqueline Ama Otoo

Jacqueline Ama Otoo

Customer Care Representive
Accra

Summary

I have developed a track record for delivering targets that are set by superiors and can be relied upon to excel in any role given. I am highly motivated and a competent collaborator and can bring positivity, support and a creative mindset on board. I pride myself on taking ownership of challenging problems, maintain high standard and assisting employer in achieving their commercial objectives. With a desire and passion for continuous professional development, I am confident to add more value to the organization by ensuring customers and clients receive the best.

Overview

4
4
years of professional experience
7
7
years of post-secondary education
1
1
Language

Work History

Customer Service Representative

SportyBet Ghana
Accra, Ghana
07.2022 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Respond to customer's queries on emails and chats adequately.

Customer Service Representative

Societe Generale Ghana
Accra, Ghana
02.2021 - 07.2022
  • · Receive inbound calls and assisting customers with their issues at any time of the day and night.
  • · Response to emails sent by customers
  • · Escalating of issues from customers to the appropriate desk to be worked on.
  • · Making outbound calls to customers to officially welcome them to the bank and to be sure all details were input correctly.
  • · Assist the ATM monitoring team in checking on all ATMs so customers can make transactions.
  • · Assist the cards teams in monitoring fraud alerts online.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Processed customer adjustments to maintain financial accounts.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Recommended products to customers, thoroughly explaining details.

Data Entry Clerk

Diamed Diagonosis Centre
Accra, Ghana
09.2019 - 02.2021
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Worked with customers to understand needs and provide excellent service.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked flexible hours across night, weekend and holiday shifts.
  • · Procure working materials to be used.
  • · Preparing presentation and flyers for work and teachings

Administrative Assistant Student Worker

Loyalty Insurance Company
Accra, Ghana
08.2018 - 09.2019
  • Executed record filing system to improve document organization and management.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Planning and organizing the office of the Managing Director.
  • Ensuring that all letters/documents and files in the MD’s outgoing tray are distributed to the appropriate department or staff and ensuring that letters and documents are filed properly and timelessly as well as preparing Board packs
  • Record all insurance policies worked on into excel and the system per day.
  • Call clients for renewals on their insurance policies
  • Ensuring that visitors and clients are received and attended to in an appropriate, professional and cautious manner.
  • Ensuring that incoming calls are well handled in a professional manner and directed to the appropriate department or staff.

Data Analyst Intern

Nursing and Midwifery Council
Accra, Ghana
07.2017 - 08.2017


  • Provided first line support and day to day administration for exams results publication.
  • Ensure proper care in documentation.
  • Analyse exams results of students who passes and that of others who failed.

Education

Bachelor of science - Procurement and Logistics

Ghana Communication Technology University
Accra
03.2021 - 11.2022

Higher National Diploma - Purchasing and Supply Chain Management

Accra Techical University
Accra
09.2015 - 06.2018

High School Diploma - Business

Accra Girls Senior High School
Accra
09.2010 - 04.2013

Skills

Complaint resolution

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Accomplishments

  • Completed an online training on Care Certificate Course 15 Standard
  • Completing an online Strategic Thinking (Working Across Borders 2022)
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Timeline

Customer Service Representative

SportyBet Ghana
07.2022 - Current

Bachelor of science - Procurement and Logistics

Ghana Communication Technology University
03.2021 - 11.2022

Customer Service Representative

Societe Generale Ghana
02.2021 - 07.2022

Data Entry Clerk

Diamed Diagonosis Centre
09.2019 - 02.2021

Administrative Assistant Student Worker

Loyalty Insurance Company
08.2018 - 09.2019

Data Analyst Intern

Nursing and Midwifery Council
07.2017 - 08.2017

Higher National Diploma - Purchasing and Supply Chain Management

Accra Techical University
09.2015 - 06.2018

High School Diploma - Business

Accra Girls Senior High School
09.2010 - 04.2013

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Jacqueline Ama OtooCustomer Care Representive