Joycelyn Mensah
Accra
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
American Home Shield/ Buwelo Africa Limited
11.2022 - 01.2024
- Answered phone calls and educated customers on product and services.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Representative
MTN / ISONBPO
12.2020 - 06.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Sales Representatives / Merchandiser
The Farmers Market
06.2016 - 03.2017
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Improved overall store appearance by performing routine maintenance tasks such as cleaning shelves, updating signage, and reporting damaged fixtures for repair or replacement.
Education
Journalism / Communication - Journalism And Mass Communication
Multimedia Institute of Ghana
Accra Ghana 11.2019
High School Diploma - General Arts
Academy of Christ The King
Cape Coast Ghana 05.2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Microsoft Office Suite
- De-escalation techniques
Accomplishments
Nsroma award for overall best agent between January-March 2021
Rising star Award
Languages
English,
Advanced (C1)
Fante
Beginner (A1)
Twi
Beginner (A1)
French
Beginner (A1)
Timeline
Customer Service Representative
American Home Shield/ Buwelo Africa Limited
11.2022 - 01.2024
Customer Service Representative
MTN / ISONBPO
12.2020 - 06.2022
Sales Representatives / Merchandiser
The Farmers Market
06.2016 - 03.2017
Journalism / Communication - Journalism And Mass Communication
Multimedia Institute of Ghana
High School Diploma - General Arts
Academy of Christ The King
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