Kwaku MARFO
Accra
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities.
Overview
9
9
years of professional experience
Work History
Customer Care Specialist
Coral Paints Ghana
03.2022 - Current
- Delivered customer support to high call load each shift.
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Consulted with customers regarding needs and addressed concerns.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
Sales Associate
Coral Paints Ghana
02.2018 - 03.2022
- Worked with fellow sales team members to achieve group targets.
- Built and maintained relationships with peers and upper management to drive team success.
- Adhered to company initiatives and achieved established goals.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
Route to Market Officer
The Coca Cola Bottling Company of Ghana
12.2014 - 01.2017
- Expanded personnel skill sets by mentoring marketing team both individually and in groups.
- Improved profitability and developed pipeline while utilizing multiple marketing and distribution channels and sales strategies.
- Recommended policy changes to improve marketing tactics and strategies.
- Coordinated marketing events for showcasing product and service offerings.
- Marketed products and services at tradeshows and promotional events.
- Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
Education
Professional Short Course - Customer Service
Lumiere Management
10.2017
Bachelor of Arts - Sociology And Geography
University of Cape Coast
Cape Coast, Ghana05.2013
Diploma - Communication Studies
Ghana Institute of Journalism
06.2007
Skills
- Customer Service Excellence
- Multitasking and Prioritization
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Promoting Brand and Company Identity
- Computer Proficiency
- Customer Retention Strategies
- Microsoft Office
Accomplishments
- Member, Committee for the 5 year Strategic Plan of the Ho Municipal Hospital
- Volunteer, assisting students with disabilities particularly the blind to attend lectures and bact to their hostels
- Member, Committee for the Communication Strategy of the Media Foundation for West Africa
- Consistently maintained high customer satisfaction ratings.
References
- Amel Moutrage, Corporate Sales Manager at Coral Paints Ghana
- Telephone: 0244040004
- Email: amel@coral-ghana.com
- Dr. Solomon Sika Bright, Lecturer at the University of Cape Coast
- Telephone: 0244985804
- Email: sika-bright@ucc.edu.gh
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Care Specialist
Coral Paints Ghana
03.2022 - Current
Sales Associate
Coral Paints Ghana
02.2018 - 03.2022
Route to Market Officer
The Coca Cola Bottling Company of Ghana
12.2014 - 01.2017
Professional Short Course - Customer Service
Lumiere Management
Bachelor of Arts - Sociology And Geography
University of Cape Coast
Diploma - Communication Studies
Ghana Institute of Journalism
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