Josephine Yirenkyi Baidoo
Kumasi
Summary
Empathetic Customer Experience Specialist known for high productivity and efficiency in task completion. Possess specialized skills in customer relationship management, conflict resolution, and data-driven decision-making. Excel at communication, problem-solving, and adaptability, ensuring top-notch customer satisfaction and loyalty.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Work From Home Customer Experience Specialist
Remote Ghana
Accra
02.2017 - 02.2019
- Deliver fast, accurate, and empathetic support to healthcare professionals across chat, voice, and email, resolving shift, payment, and platform-related issues in real time
- Apply sound judgment and critical thinking to troubleshoot issues, follow or adapt workflows, and escalate only when necessary
- Personalize communication using macros, proofread carefully, address workers by name, and maintain a confident, helpful tone
- Monitor trends and flag recurring issues or process gaps to improve worker experience and internal operations
- Support onboarding by guiding new workers through platform workflows and helping them gain confidence quickly
- Uphold our values such as unreasonably fast, ownership, and uncomfortably high standards in every interaction.
Senior Customer Experience Officer
Los Angeles,CA
06.2015 - 06.2016
- Deliver fast, accurate, and empathetic support to healthcare professionals across chat, voice, and email, resolving shift, payment, and platform-related issues in real time
- Navigate tools like Zendesk and Salesforce to investigate cases, update form fields, log clear internal notes, and maintain accurate documentation
- Apply sound judgment and critical thinking to troubleshoot issues, follow or adapt workflows, and escalate only when necessary
- Personalize communication using macros, proofread carefully, address workers by name, and maintain a confident, helpful tone
- Monitor trends and flag recurring issues or process gaps to improve worker experience and internal operations
- Support onboarding by guiding new workers through platform workflows and helping them gain confidence quickly
- Uphold our values such as unreasonably fast, ownership, and uncomfortably high standards in every interaction
Customer Experience Specialist
Ghana Contract
Ashanti Region
01.2014 - 12.2014
- Managed customer feedback and suggestions to improve service quality.
- Coordinated with team members to resolve customer issues effectively and efficiently.
- An ability to thrive in fast-paced, cross-functional environments
- A proactive problem-solver who takes initiative without waiting for direction
- Strong attention to detail and sound judgment, especially under pressure
- A collaborative attitude that contributes to team success .
Education
Diploma - Registered Nursing Midwifery
Presbyterian Nursing And MidwiferyTraining Agogo
Ghana-Ashanti Region 10.2022
Associate of Arts - Art
Kwame Nkrumah University of Science And Technology
Ghana -Ashanti Region 05.2018
Bachelor of Science, Business Administration
Kwame Nkrumah University of Science And Technology
Kumasi Skills
- Ability to thrive in fast-paced, cross-functional environments
- Proactive problem-solver who takes initiative without waiting for direction
- Strong attention to detail and sound judgment, especially under pressure
- A collaborative attitude that contributes to team success
Certification
- Medication Administration.
- Udemy (Learn Finnish: 100 Finnish Lessons for Beginners in Finnish. )
- Supporting older people with learning disabilities and their families.
- Pathway to Care programme Module A- Adult Social Care .
- Accessibility of eLearning.
- Attachment in the early years.
- Applying Social Work law to asylum and immigration.
Skills
- Patient Relationship-Building
- Medical Procedures Understanding
References
Available Upon Request.
Languages
English
Upper Intermediate
B2
Timeline
Work From Home Customer Experience Specialist
Remote Ghana
02.2017 - 02.2019
Senior Customer Experience Officer
Los Angeles,CA
06.2015 - 06.2016
Customer Experience Specialist
Ghana Contract
01.2014 - 12.2014
Diploma - Registered Nursing Midwifery
Presbyterian Nursing And MidwiferyTraining Agogo
Associate of Arts - Art
Kwame Nkrumah University of Science And Technology
Bachelor of Science, Business Administration
Kwame Nkrumah University of Science And Technology