Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Lydia Darkoa Osei-Appiah

Accra

Summary

A determined individual experienced in meeting needs, improving processes and exceeding requirements both independently and in team environments. Diligent worker with strong communication and task prioritization skills.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Zeepay Ghana
05.2023 - Current
  • Handled over 40 of inbound calls per day.
  • Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
  • Thrived in fast-paced environment with energy and enthusiasm.
  • Spoke to customers in multiple languages to resolve problems and answer questions.
  • Assisted customers with product-related questions, feedback and complaints.
  • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
  • Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
  • Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
  • Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.
  • Effective liaison between customers and internal departments.
  • Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.

Customer Service Representative(Remote)/Social Media Manager

Audiovisual Systems
03.2022 - 03.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Managed over 30 calls per day.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Maintained up-to-date knowledge of product and service changes.
  • Effective liaison between customers and internal departments.
  • Developed marketing content such as promotional materials, and advertisements for social media.
  • Designed and implemented social media strategies to align with business goals.
  • Increased customer engagement through social media.
  • Monitored online presence of company's brand to engage with users and strengthen customer relationships.

Intern

Attorney General's Office
10.2022 - 11.2022
  • Attended court hearings and reported on proceedings.
  • Assisted with projects by applying strong analytical skills and studies.
  • Provided clerical support and research assistance
  • Handled confidential data

Teaching and Research Assistant

Kwame Nkrumah University Of Science And Technology
09.2020 - 10.2021
  • Identified negative trends such as groups of students missing key concepts and worked with professors to resolve concerns.
  • Tracked student attendance and calculated impact on grades for those missing excessive days.
  • Checked course materials, lessons and assignments for discrepancies and helped senior teachers resolve problems.
  • Taught small groups of students focused on specific parts of coursework.
  • Applied fair grading practices consistently to evaluate students' work and assign letter or number values.
  • Documented attendance and completed assignments to maintain full class and student records.
  • Checked assignments, proctored tests and provided grades according to university standards.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Participated in team-building activities to enhance working relationships.
  • Frontline worker for the University’s Covid-19 Protocol Team.
  • Strengthened communication skills through regular interactions with others.
  • Excellent communication skills, both verbal and written.

Intern

Stanbic Bank
09.2018 - 10.2018
  • Sorted, organized and maintained files.
  • Demonstrated outstanding knowledge of various insurance packages.
  • Provided clerical support, addressing routine and special requirements.
  • Answered and transferred incoming telephone calls, taking messages for various staff members.
  • Collaborated with team to optimize workflow and achieve objectives.
  • Collected, arranged and input information into digital database system.

Education

Bachelor Of Laws (LLB) - Law

University of Ghana
Legon-Accra, Ghana.

Bachelor Of Arts - Political Studies

Kwame Nkrumah University of Science And Technology
Kumasi, Ashanti Region
07.2020

Skills

  • Research
  • Data Confidentiality
  • Efficient and Detail-Oriented
  • Telephone Management
  • Answering Emails
  • Self-motivated
  • Skilled in Microsoft Office
  • Proactive Self-Starter
  • Critical Thinking
  • Social Media Management

Timeline

Customer Service Representative

Zeepay Ghana
05.2023 - Current

Intern

Attorney General's Office
10.2022 - 11.2022

Customer Service Representative(Remote)/Social Media Manager

Audiovisual Systems
03.2022 - 03.2023

Teaching and Research Assistant

Kwame Nkrumah University Of Science And Technology
09.2020 - 10.2021

Intern

Stanbic Bank
09.2018 - 10.2018

Bachelor Of Laws (LLB) - Law

University of Ghana

Bachelor Of Arts - Political Studies

Kwame Nkrumah University of Science And Technology

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Lydia Darkoa Osei-Appiah