JUSTINE AKUSHIKA ALEXANDER
Accra,Ghana
Summary
Highly experienced in monitoring portfolio performance indicators including default rates, churn rates, customer retention, repayment trends, and recovery performance. Adept at identifying high-risk accounts, implementing recovery strategies, and driving customer engagement initiatives that improve portfolio health and business profitability.
Overview
12
12
years of professional experience
Work history
Customer Relationship Team Lead
BBOXX GHANA
Accra
2018.02 - Current
- Skilled at implementing 95% cash collections and recovery strategies to boost the organization's Cash Bank.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Represented organisations at seminars, conferences and business events.
- Experienced in implementing strategies to reduce customer default and churn rate to the bare minimum, and improve customer experience
- Possesses strong leadership, analytical, and communication skills with a proven ability to supervise teams, manage escalations, resolve customer complaints, and improve operational processes. Recognized for maintaining high service standards, achieving performance targets, and supporting organizational growth through customer-focused strategies and data-driven decision-making
- Conducted data analysis using Excel to aid decision-making processes.
Customer Service Representative
MTN GHANA (ISON BPO)
Accra, Greater Accra Region
2017.04 - 2018.01
- Handled returns and exchanges efficiently, maintaining high levels of customer satisfaction.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Managed over 180 inbound calls for quick resolution of customer issues.
- Resolved 80% customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with product complaints, logging issues for investigation, and providing replacement items.
Administrative Assistant
● Yak Fire Safety
Accra
2016.01 - 2017.06
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Increased customer satisfaction by resolving issues.
- Completed customer orders with speed and accuracy.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
● Administrative Secretary
Ministry of Foreign Affairs
Airport -Accra
2014.09 - 2015.08
- Processed important paperwork, enabling timely decision-making.
- Drafted professional correspondences, improving company image.
- Streamlined internal communications for improved team productivity.
- Carried out comprehensive research to aid senior staff in decision making.
- Optimised daily operations with effective diary management.
Education
Bachelor of Arts - Business Administration
Ghana Institute of Management And Public Administr
Accra2012-06
High School Diploma -
Sunyani Polytechnic
SunyaniSkills
- Performance metrics evaluation
- Team performance data analysis
- Microsoft Excel
- Stock management
- Client support
- Team supervision
Personal Information
Title: Relationship Manager
Timeline
Customer Relationship Team Lead
BBOXX GHANA
2018.02 - Current
Customer Service Representative
MTN GHANA (ISON BPO)
2017.04 - 2018.01
Administrative Assistant
● Yak Fire Safety
2016.01 - 2017.06
● Administrative Secretary
Ministry of Foreign Affairs
2014.09 - 2015.08
Bachelor of Arts - Business Administration
Ghana Institute of Management And Public Administr
High School Diploma -
Sunyani Polytechnic