JUSTICE EDWARD AFFUL
Accra
Summary
Dynamic professional with a Bachelor of Business Administration in Accounting, dedicated to enhancing customer experiences through exceptional service and innovative solutions. Proven ability to cultivate strong relationships with diverse clients and stakeholders, leveraging effective communication and conflict resolution skills to foster trust and loyalty. Equipped with robust analytical and problem-solving capabilities, adept at navigating complex service challenges while consistently exceeding client expectations. Recognized for adaptability, reliability, and a proactive approach in achieving customer satisfaction and organizational objectives.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Pisces Aviation Limited (PassionAir)
07.2024 - Current
- Assist customers and answer queries on PassionAir product and services via phone, email or letter
- Assist in promoting brands in the areas of feedback management and customer service
- Investigate customer challengers and find solutions
- Assist the supervisor in investigating customer’s problems and find Solutions
- Assist customers with reservation and ticketing using the POS system
- Assist in isolating and identifying areas of improvement
- Utilizing social media to respond to customer complaints and reviews
- Undertake telephone survey and provide feedback
- Keep abreast with new company products and services
Customer Care Representative
ISON Experiences Ghana Ltd. (BPO)
07.2023 - 07.2024
- Manage inbound and some outbound calls for MTN GH. Customers
- Identify customer needs, answer questions and provide resolution
- Handle customer engagement to build sustainable customer relationship
- Upselling customers on the company’s product and services
- Escalating outcomes of unresolved issues via the system
- Multitasking on customer relationship management platforms to provide solutions to customers
Accountant
Charis Trans and Investment Co. Ltd.
09.2015 - 04.2023
- Preparation of bank reconciliation statement
- Check, verify and prepare invoices for payment
- Payroll Management
- Accounts Payable Management
- Accounts Receivable Management
- Finance and Procurement Management
- Assist in Audit and Financial Statement reporting
- Assist in Monthly and yearly financial statement preparation
NHIS Claims Officer
Korle Bu Teaching Hospital (Medical Dpmt.)
09.2014 - 08.2015
- A National Service Personnel working under Medical Department (Account Office) in-charge of National Health Insurance Scheme claim forms. My Duties were processing claim forms, Vetting claim forms, checking for diagnostics and drugs and entry of data in the system for summary report processing at the month end.
Account Assistance
Cotrima Shipping Gh. Ltd.
02.2010 - 07.2014
- Perform filing and general administrative task
- Payroll Management
- Accounts Payable Management
- Accounts Receivable Management
- Handling petty cash
- Check, verify and prepare invoices for payment
Internship Trainee
Barclays Bank Gh. Ltd.
01.2013 - 01.2013
- A Telesales Agent at Barclays@work performing the duties of introducing and selling to clients, various products like Scheme Loan, Barclayloan and Barclays Direct that I performed excellently well by virtue of the knowledge I had in marketing. At the end of the day, figures were captured in the system and calculated which also proved no problem to me at all.
Warehouse Supervisor
Melcom Ghana Limited
09.2005 - 08.2007
- Supervise day-to-day operations in a warehouse
- Supervise loading and unloading operations
- Supervise forklift and pallet jack operations
- Develop annual department budget
- Check and verify materials in warehouse periodically
- Maintain records of equipment, materials and products
Education
Trained as Customer Care Representative -
ISON New Hire Induction Program
07.2023
Bachelor of Science in Administration - Accounting
Central University College
Prampram, Miotso01.2014
Diploma in Business Studies - Accounting
Takoradi Polytechnic
Takoradi01.2009
Skills
- Self-directed work ethic
- Effective supervisory skills
- Quick learner
- I possess time management and critical thinking skills
- Effective under pressure
- Effective team player
- Highly dedicated
- Effective listener
- Eager to learn
- Analytical problem-solving skills
- Customer service
- Data entry
- Call center experience
- Customer relationship management (CRM)
Certification
- Pisces Aviation Ltd. (PassionAir)
- Participating in Customer Service Training (Certificate Awarded) June, 2024
- Participating in Company Indoctrination Training (Certificate Awarded) June, 2024
- Safety Management Systems & Emergency Response Plan (Certificate Awarded) June, 2024
- Participating in Aviation Security Training (Certificate Awarded) June, 2024
Community Service & Volunteer Work
New life Orphanage International, Volunteer, 2014, As part of my university graduation project, I undertook Care and Self-Care training with the children at the orphanage home as a volunteer for a period of one month. I also took part in the teaching activities with the children in the Junior High School. And finally when the period was over I contributed in the donation of money to the orphanage for care of the children.
Other Experience
- DBS President-2008 | Takoradi Polytechnic (2008- 2009)
- Before my tenure of office as the DBS president, the student body lacked recognition from the institution simply because of the fact that, the DBS program was not run by the institution, but rather the individual lecturers. Hence we were not affected by the policies and decisions of the school. However, this situation changed when I came into office. With my leadership skills and ideas and of course the help of my team, a meeting was organized with the school authorities and base on our dialog with them we were credible enough to be given that recognition.
References
Reference would be duly provided upon request.
Awards
Star Performer Award- 2007 | Melcom Ghana Limited, Tema Branch, Best Patriotic Student Award- 2000 | Chemu Secondary School, Tema
Timeline
Customer Service Representative
Pisces Aviation Limited (PassionAir)
07.2024 - Current
Customer Care Representative
ISON Experiences Ghana Ltd. (BPO)
07.2023 - 07.2024
Accountant
Charis Trans and Investment Co. Ltd.
09.2015 - 04.2023
NHIS Claims Officer
Korle Bu Teaching Hospital (Medical Dpmt.)
09.2014 - 08.2015
Internship Trainee
Barclays Bank Gh. Ltd.
01.2013 - 01.2013
Account Assistance
Cotrima Shipping Gh. Ltd.
02.2010 - 07.2014
Warehouse Supervisor
Melcom Ghana Limited
09.2005 - 08.2007
Bachelor of Science in Administration - Accounting
Central University College
Diploma in Business Studies - Accounting
Takoradi Polytechnic
Trained as Customer Care Representative -
ISON New Hire Induction Program