MELODY AKOSUA YEBOAH
Bletchley
Summary
Empathetic professional in customer service with extensive experience in customer service, client relations, and problem resolution across banking, corporate and retail environments. Adept at handling high-volume client interactions and implementing strategic solutions that enhance customer satisfaction and retention. Proven ability to supervise and train teams, collaborate with cross-functional departments, and drive customer engagement strategies that result in measurable improvements.Driven by a passion for continuous learning and successfully navigating change.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
LHT Group (GH) Limited
08.2021 - 01.2025
- Engaged with over 60 customers per day in processing requests, resolving complaints managing inquiries, complaints, and product-related concerns across phone, email, and in-person interactions
- Awarded the Customer Travel Specialist Award for proactively detecting new travel opportunities, crafting tailor-made itineraries and significantly improving customer satisfaction ratings
- Supervised and mentored a team of junior customer service executives, providing training on service excellence and customer engagement boosting satisfaction by 20%
- Partnered with five key departments to streamline customer processes and enhance issue resolution efficiency
Client Relations Officer
PricewaterhouseCoopers (PwC)
09.2017 - 06.2021
- Served as the primary point of contact for high-profile clients, handling complex inquiries and service requests
- Developed customer engagement strategies, resulting in a 15% increase in client satisfaction scores
- Consistently outperformed customer satisfaction quotas, resulting in recognition as one of the top advisors for exceptional service delivery
- Supervised and trained a team of six customer service representatives, enhancing their service delivery skills and problem-solving abilities
Front Desk Receptionist
GCB Bank Limited
09.2015 - 08.2017
- Attained a 90% 5-star customer satisfaction rating for maintaining a friendly, empathetic, and professional demeanor
- Handled 50+ customer interactions per shift, exceeding call volume targets by 25%
- Resolved customer issues independently, reducing the need for supervisor assistance by 15%
- Triaged and directed over 100 guests daily, prioritizing urgent request, managing multi line calls and improving front desk efficiency by 30% through optimized workflows
Education
Master’s Degree - International Relations & Diplomacy
Ghana Institute of Management & Public Administration
05.2019
Bachelor of Arts - Linguistics & French
University of Ghana
05.2011
Skills
- Customer Service Excellence
- Teamwork & Collaboration
- Complaint Resolution & Escalation
- Sales & Upselling Strategies
- Conflict Resolution & Critical Thinking
- IT Skills (CRM Systems, MS Office Suite, Customer Database Management)
- Team Supervision & Training
- Call Centre & Front Desk Operation
Volunteer Experience
- Trinity Presbyterian Church, 01/01/20, Present, Community outreach & administration, supporting local initiatives and engaging with members.
- Sunlet Language School, 01/01/24, Present, Teaching English to non-native speakers, improving language skills for better integration.
Professional Development
- Customer Care & Complaint Resolution – Reed.co.uk
- Results-Driven Customer Service – Brookman & Associates
- Soft Skills for Personal & Professional Development – Udemy
References
Available upon request
Timeline
Customer Service Specialist
LHT Group (GH) Limited
08.2021 - 01.2025
Client Relations Officer
PricewaterhouseCoopers (PwC)
09.2017 - 06.2021
Front Desk Receptionist
GCB Bank Limited
09.2015 - 08.2017
Master’s Degree - International Relations & Diplomacy
Ghana Institute of Management & Public Administration
Bachelor of Arts - Linguistics & French
University of Ghana