JEANNE SELA QUASHIE
Experienced Customer Service Executive
Accra
Summary
Award-winning Customer Service Executive with extensive experience at CalBank PLC, recognized for elevating customer service standards and consistently surpassing sales goals. Expertise in analytical problem solving and conflict resolution has led to significant improvements in client satisfaction and loyalty. Proficient in Microsoft Excel, leveraging data analysis to enhance operational efficiency. Aiming to further develop skills in customer relationship management and strategic engagement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Cal Asset Management Company Ltd.
Accra
05.2022 - Current
- Established and managed the customer service desk, ensuring efficient coordination and resolution of all customer service-related matters.
- Respond to client inquiries regarding account statements, transactions, valuations, and other fund-related details.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
Customer Service Officer
CalBank PLC
Accra
12.2014 - 05.2022
- Onboarded new clients (retail and corporate) onto the company’s systems.
- Achieved sales targets and collaborated with sales team members to stay current on inventory levels.
- Contacted customers about potential service upgrades, new services and account changes.
- Developed strategies to improve customer service processes and procedures.
- Collaborated with other departments within the organization on various projects.
- Provided general administrative support including filing documents, scheduling appointments.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Trained new employees on company policies related to customer service practices.
Team Lead, Customer Complaint (Francophone Markets)
E-Process International S.A
Accra
08.2013 - 12.2014
- Handled client complaints and requests received through various channels within set turnaround times.
- Maintained timely records of client interactions in CRM system.
- Ensured client satisfaction by addressing concerns within the 32 Ecobank network.
- Optimizes call flow by directing all incoming calls within the phone queue.
- Completed daily quality assurance duties to provide feedback for improvements.
- Developed strategies to increase team productivity and improve customer service levels.
Education
Master of Science - Management
University of Derby
Derby, United KingdomBachelor of Arts - Psychology and French Language
University Of Ghana, Legon
Accra, Ghana05.2012
DAFL C1 & DELF B2 - French as a Foreign Language
University Of Nancy
Nancy, France08.2011
Skills
- Client Engagement
- Analytical Problem Solving
- Strong verbal and written communication
- Call control
- Complaint handling
- Microsoft Excel Proficiency
- Effective Conflict Resolution
- Proficient Typist (50 WPM)
- Presentation skills
Certification
- Investment and Securities Certificate, Ghana Investment and Securities Institute Limited
- Certificate of Participation in Customer Experience (CX), Customer Experience Professional Ghana
- Bachelor of Arts in French and Psychology, First Class Honors, University of Ghana
- Diplôme Approfondi de Langue Française (DALF) B2 & Diplôme d'Études en Langue Française (DELF) C1, University of Nancy, France
References
- Mr George Boateng Addai, Business Centre Manager (Kumasi Business Centre CalBank PLC), 233261513534, gaddai@calbank.net
- Dr. Edmund Amponsah Opare, Fund Administration and Reporting Manager CAL Asset Management, 233267516020, eopare@calbank.net
Awards
- Most RED Staff (Reliable, Efficient & Dedicated) - 2018 CAL BANK LTD.
- Most RED Staff (Reliable, Efficient & Dedicated) - 2019 CAL BANK LTD.
Accomplishments
- Most RED Staff (Reliable, Efficient & Dedicated)-2018 CAL BANK LTD.
- · Most RED Staff (Reliable, Efficient & Dedicated) - 2019 CAL BANK LTD.
Languages
English
First Language
References
References available upon request.
Timeline
Customer Service Executive
Cal Asset Management Company Ltd.
05.2022 - Current
Customer Service Officer
CalBank PLC
12.2014 - 05.2022
Team Lead, Customer Complaint (Francophone Markets)
E-Process International S.A
08.2013 - 12.2014
- Investment and Securities Certificate, Ghana Investment and Securities Institute Limited
- Certificate of Participation in Customer Experience (CX), Customer Experience Professional Ghana
- Bachelor of Arts in French and Psychology, First Class Honors, University of Ghana
- Diplôme Approfondi de Langue Française (DALF) B2 & Diplôme d'Études en Langue Française (DELF) C1, University of Nancy, France
Master of Science - Management
University of Derby
Bachelor of Arts - Psychology and French Language
University Of Ghana, Legon
DAFL C1 & DELF B2 - French as a Foreign Language
University Of Nancy
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