Maame Aba Abokuma Baffoe
Accra
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Quality Analyst
Stanbic Bank Ghana Limited, Central Fulfilment Unit-Voice Branch
02.2020 - Current
- Verification of Manual and Online Accounts and Reporting.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilization of customer service software (Online Account Opening) to manage interactions and track customer satisfaction.
Customer Service Consultant
Stanbic Heights Branch
01.2018 - 02.2020
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
Customer Service Consultant
Stanbic Bank Ghana Limited, Madina Branch
02.2015 - 01.2018
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
Customer Service Consultant
Stanbic Bank Ghana Limited, Accra Main Branch
01.2014 - 01.2015
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
Administrative Secretary
Stanbic Ban Ghana Limited, North Industrial Area Branch
09.2012 - 12.2013
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Created and updated records and files to maintain document compliance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Operational duties – cheque and salary processing, draft issuance & stop payments.
National Service Person
Ministry Of Foreign Affairs And Regional Integration
10.2011 - 07.2012
- Report writing and processing of reports received from Ghana’s missions abroad.
- Coordinating the organization of international conferences and seminars and speech writing.
- Translation and interpretation (English-French, French English).
- Logistics Officer – Ghana-Cote d’Ivoire permanent joint commission for cooperation –February 2012
Administrative Assistant
Education Solution Consult
08.2007 - 09.2008
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Counselled students on their choices of schools and courses available.
- Assisted students in applying for courses and program from chosen universities.
- Prepared spreadsheets on prospective students and followed up on such students by email and phone calls to ensure that enquiries and real expectations were met.
- Prepared reports on the above for supervisor and management.
French Teaching Assistant
University Of Ghana Basic Primary School
06.2007 - 07.2007
- Supported classroom activities, tutoring, and reviewing work.
- Helping the pupils to assign the correct french names to various objects.
- Taking the pupils through various aspects of essay writing in french.
Monitoring and Evaluation Officer
VAT Service, Internal Revenue Services
11.2005 - 05.2006
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Monitoring the issuance of vat invoices in specific hotels in the country
- Writing of reports on the activities of some hospitality agencies
Education
Bachelor of Arts - Sociology And French - Second Class Upper
University of Ghana
Legon, Accra-Ghana03.2011
Associate of Arts - French Language And Literature
University of Abomey Calavi
Benin08.2010
High School Diploma -
Ghana Institute of Languages
Accra, Ghana08.2007
Skills
- Microsoft Excel
- Report Preparation
- Customer Relations
- Operational Efficiency
- Team Support
- Report Transcription
Certification
Stanbic Heights Toastmasters International Club
- 1st Place - Humorous Speech Contest (Club Level) - September 2023.
- 1st Place - Humorous Speech Contest (Area 39) - October 2023.
- 1st Place - Humorous Speech Contest (Division G) - November 2023.
Timeline
Service Quality Analyst
Stanbic Bank Ghana Limited, Central Fulfilment Unit-Voice Branch
02.2020 - Current
Customer Service Consultant
Stanbic Heights Branch
01.2018 - 02.2020
Customer Service Consultant
Stanbic Bank Ghana Limited, Madina Branch
02.2015 - 01.2018
Customer Service Consultant
Stanbic Bank Ghana Limited, Accra Main Branch
01.2014 - 01.2015
Administrative Secretary
Stanbic Ban Ghana Limited, North Industrial Area Branch
09.2012 - 12.2013
National Service Person
Ministry Of Foreign Affairs And Regional Integration
10.2011 - 07.2012
Administrative Assistant
Education Solution Consult
08.2007 - 09.2008
French Teaching Assistant
University Of Ghana Basic Primary School
06.2007 - 07.2007
Monitoring and Evaluation Officer
VAT Service, Internal Revenue Services
11.2005 - 05.2006
Bachelor of Arts - Sociology And French - Second Class Upper
University of Ghana
Associate of Arts - French Language And Literature
University of Abomey Calavi
High School Diploma -
Ghana Institute of Languages
- 1st Place - Humorous Speech Contest (Club Level) - September 2023.
- 1st Place - Humorous Speech Contest (Area 39) - October 2023.
- 1st Place - Humorous Speech Contest (Division G) - November 2023.
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