KWAKU FRIMPONG MARFO
Accra,Ghana
Summary
Dedicated professional with a strong focus on customer satisfaction and service-oriented approaches. Demonstrates exceptional communication proficiency and mastery of the Microsoft Office suite, ensuring efficient email correspondence and telephone etiquette. Committed to leveraging expertise in call handling etiquette to drive customer satisfaction and support career growth in customer service excellence.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer care specialist
Coral Paints Ghana
Accra, Greater Accra Region
03.2022 - Current
- Achieved high-resolution rates by efficiently addressing customer complaints.
- Managed over 100 customer calls a day and achieved positive customer rating every quarter.
- Elevated customer satisfaction through prompt responses to queries in care email inbox.
- Clarified doubts using effective communication to improve customer understanding.
- Assisted customers in navigating website features to enrich online experience.
- Managed multiple inquiries simultaneously for timely and effective service.
Sales Associate
Coral Paints Ghana
Accra, Greater Accra Region
02.2018 - 03.2022
- Resolved customer complaints promptly, improving customer retention rates.
- Maintained up-to-date knowledge of current promotions and discounts to inform customers appropriately.
- Created visually appealing merchandise displays attracting more foot traffic into the store.
- Conducted regular inventory checks, ensuring adequate stock levels at all times.
Route to Market Officer
The Coca Cola Bottling Company of Ghana
Accra, Ghana
12.2014 - 01.2017
- Provided customer service to improve overall visitor experience.
- Wrote detailed reports, aiding in case documentation.
- Upheld laws and regulations within my jurisdiction, ensuring compliance from all parties involved.
- Worked diligently under pressure whilst preserving high-quality output.
- Maintained high standards of personal conduct, contributing to a positive work environment.
- Actively participated in community engagement initiatives fostering good relations between the force and local residents.
Education
Bachelor of Arts - Sociology and Geography
University of Cape Coast
Ghana 08.2009 - 05.2013
Diploma in Communication Studies - Communication
Ghana Institute of Journalism
Ghana 10.2005 - 06.2008
Skills
- Email correspondence efficiency
- Product knowledge mastery
- Customer satisfaction orientation
- Communication proficiency
- Microsoft office suite mastery
- Call handling etiquette
- Customer relationship management
- Complaint management
Languages
English
Proficient (C2)
Certification
Alison Online Learning. Certificate in Develop Your Emotional Intelligence
Atingi (GIZ and Federal Ministry for Economic Cooperation and Development)
Certificate in Customer Care and Complaint Management
References
• Amel Moutrage
Corporate Sales Manager, Coral Paints Ghana
amel@coral-ghana.com
+233244040004
• Dr. Solomon Sika-Bright
Lecturer, University of Cape Coast
Sika-bright@ucc.edu.gh
+233244985804
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
Bachelor of Arts - Sociology and Geography
University of Cape Coast
08.2009 - 05.2013
Diploma in Communication Studies - Communication
Ghana Institute of Journalism
10.2005 - 06.2008
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