Joyce Keli Tettey
Accra
Summary
Passionate about delivering high-quality software solutions through detailed test analysis and execution. Seeking to contribute to a forward-thinking team where I can ensure products meet user expectations and business goal.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Eprocess International Ghana Limited
08.2023 - Current
- Developed and executed test plans to ensure software quality and functionality.
- Collaborated with cross-functional teams to identify and resolve software defects.
- Conducted regression and performance testing to maintain system integrity.
- Execute manual test cases according to define test plan
- Record and document test result, comparing expected and actual outcomes.
- Ensure all testing activities align with project timelines and quality standards.
- Collaborated closely with development teams to clarify requirements, resulting in more efficient bug resolution process.
- Verify that software meets performance, usability and reliability standard.
Customer Service Representative (Inbound/Outbound)
Ecobank Ghana Limited
05.2020 - 07.2023
- Effectively perform telemarketing and sales responsibilities to increase revenue of the bank.
- Assist update customer information by reaching out to customers to gather updated customer biodata.
- Reach out to customers of the bank to professionally gather information through surveys.
- Additionally, respond to customer calls and professionally assisting with customer inquiries, requests, and complaints.
- Respond to customer emails with appropriate information and ensuring customers have an exceptional experience.
- Ensuring customer accounts are protected by raising red flags on suspicious activities.
Digital Service Officer, Group eServices Support
Ecobank/eProcess
12.2016 - 05.2020
- Aid customers to ensure utmost customer satisfaction.
- Assisting with customers’ requests, complaints, and enquiries to ensure utmost customer satisfaction and customer retention.
- Ensure quality service delivery in all customer interactions, both written and verbal.
- Assisted in the resolution of customer complaints to maintain company reputation.
- Ensured the daily target was achieved regularly to reduce chat abandonment.
- Maintained company integrity by ensuring all clients were duly authenticated before the disclosure of any account information.
- Ensure zero percent errors in all RIB and Mobile app customer requests handled to mitigate operational loss
Front Desk Executive
Lister Hospital & Fertility Centre
01.2012 - 01.2016
- Processing clients electronically and manually, in a prompt manner for the appropriate medical/administrative services to be accessed.
- Admitting and billing clients appropriately and ensuring that payments are made prior to seeing medical personnel.
- Compiling, filing, and retrieving clinical records as required.
- Liaising with the credit controller to facilitate appropriate credit checks and follow up on non-paying clients.
- Ensuring the completion of insurance forms appropriately
- Recording and compiling client attendance data or any other data concerning work accurately and on timely basis.
Customer Service Representative
Vodafone Ghana
01.2007 - 01.2010
- Reviewing and cleansing fixed line consumer details to ensure easy identification of customers.
- Training BDMs and company drivers on how to pick coordinates for Geo Mapping.
- Ensuring team members meet performance targets and reporting & regularly reporting their performance.
- Combining historical information and forecast data to determine the appropriate staffing levels needed hourly to meet team targets.
- Respond to customers’ complaints and enquiries in an accurate and courteous manner following company procedures.
- Cross selling and up selling products of company.
Administrative Assistant
Springfield Africa LLC
01.2005 - 01.2007
- Arranging weekly schedules for Chief Executive and Senior Management.
- Handling all internal and external correspondence
- Ensuring the availability of office supplies.
- Handling all client queries
Education
Bachelor of Science - BSc Administration, Marketing
Central University College, Ghana
Accra 06-2010
Higher National Diploma - Marketing
Cape Coast Polytechnic
Accra12-2004
SSCE - Business
OLA Girls Senior High School
Ho, Ghana12-2000
Skills
- Proficient in Microsoft Word, Excel, Outlook, and PowerPoint (Intermediate)
- SQL
- Client dispute resolution
- Good multitasking ability
- Great team player
- Good interpersonal, communication and writing skills
- Ability to work efficiently under pressure and meet tight deadlines
Certification
SIIMT University College - Fundamentals of Information and Communication Technology
GI-KACE - Certificate in Software Development (CSD)
Timeline
Quality Assurance Analyst
Eprocess International Ghana Limited
08.2023 - Current
Customer Service Representative (Inbound/Outbound)
Ecobank Ghana Limited
05.2020 - 07.2023
Digital Service Officer, Group eServices Support
Ecobank/eProcess
12.2016 - 05.2020
Front Desk Executive
Lister Hospital & Fertility Centre
01.2012 - 01.2016
Customer Service Representative
Vodafone Ghana
01.2007 - 01.2010
Administrative Assistant
Springfield Africa LLC
01.2005 - 01.2007
Bachelor of Science - BSc Administration, Marketing
Central University College, Ghana
Higher National Diploma - Marketing
Cape Coast Polytechnic
SSCE - Business
OLA Girls Senior High School
Interest:
Reading, Socializing, Soul music enthusiast
Vodafone Ghana (SPECIAL TRAINING)
- Unicorn (Fixed Line & Data Billing System)
- Customer Management & Business System (CMBS)
- Fault Management & Ticketing System (FMTS)
- Intelligent Network (IN)
References
- Joseph, Nyakonor, Manager Contact Centre(Ecobank)
+233267892224,
- Mrs Cynthia Bulley, Senior Lecturer Central University
233244160060
- Mrs Deborah Beli Ampah, Manager, Quality Assurance
Contact Centre (Ecobank)
233243223995