JESSICA BANI
Accra
Summary
Adept at complaint resolution and CRM system management, I significantly enhanced customer satisfaction at Aquantuo Shipping by streamlining service processes and mentoring team members. My expertise in call control and documentation, combined with a proactive approach to problem-solving, consistently delivers impactful results in fast-paced environments.
Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.
Overview
7
7
years of professional experience
Work History
Ecommerce Analyst (Call Center)
Aquantuo Shipping
Accra
05.2022 - Current
- Maintained records of customer interactions, transactions, comments and complaints.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Maintained high levels of professionalism while interacting with customers via phone call.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Mentored junior team members and managed employee relationships.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Developed effective working relationships with team members across multiple departments.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Gathered customers complaints through surveys to improve on customer service skills.
Customer Service Representative
G&G
Accra
09.2020 - 12.2021
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Answered inbound calls, chats and emails to facilitate customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
Cashier
Africabets Limited
Accra
03.2018 - 12.2019
- Greeted customers promptly and responded to questions.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Greeted customers and answered any questions they had about the store's products and services.
- Followed company security procedures for handling large sums of money.
- Operated cash register or POS system to receive payment by cash.
- Balanced daily transactions on a computerized point-of-sale system.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collected payments and provided accurate change.
Education
Diploma - Business Skills And IT
NIIT
Accra09-2017
High School Diploma -
Begoro Senior High School
Eastern Region05-2011
Skills
- Complaint resolution
- Call logging
- Call control skills
- Call documentation skills
- Product upselling
- CRM system expert
- Payment processing
Languages
English
Beginner
A1
Timeline
Ecommerce Analyst (Call Center)
Aquantuo Shipping
05.2022 - Current
Customer Service Representative
G&G
09.2020 - 12.2021
Cashier
Africabets Limited
03.2018 - 12.2019
Diploma - Business Skills And IT
NIIT
High School Diploma -
Begoro Senior High School