PAMELA DOMINGO
Summary
I am an enthusiastic young lady full of hope and motivation. I hold a Bachelor of Science degree in Business Administration with specialization in Banking and Finance. I am very hardworking, able to learn new things quickly and accustomed to work in a team with a high level of adaptability. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. I am a dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities, committed to maintaining professional relationships to increase profitability and drive business results. I have years of experience in Customer Service bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. I am very good at enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. I am also solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Onesource Medical Group
01.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Experience Center Personnel
Vodafone GH
04.2014 - 06.2019
- Increased production efficiency by streamlining bending processes and implementing new techniques.
- Reduced waste and improved material usage through precise bending calculations and measurements.
- Enhanced team productivity by providing guidance on proper bending techniques and safety measures.
- Maintained high-quality standards for all completed projects, ensuring customer satisfaction and repeat business.
Vodafone Cash Experience Center Personnel
Vodafone GH
04.2014 - 06.2019
- Enhanced customer satisfaction by efficiently handling cash transactions and providing accurate change.
- Maintained a clean and organized work area for optimal efficiency and professionalism.
- Reduced discrepancies by routinely balancing the cash register at the end of each shift.
- Increased accuracy in counting cash with diligent attention to detail and thorough verification processes.
- Assisted customers with inquiries, offering prompt solutions for transaction-related issues.
- Contributed to a positive store atmosphere by delivering friendly and courteous service to customers.
- Collaborated with team members, ensuring smooth operations during peak hours for consistent customer experience.
Internship
IPSOS Research company
12.2013 - 03.2014
- Enhanced intern productivity by assisting with project coordination and providing ongoing support.
- Streamlined office processes for improved efficiency and time management through regular organization and filing.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Participated in professional development opportunities to enhance skill set, contributing to overall intern growth and potential future employment prospects.
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
Relieving duties
SIC Insurance Company LTD
01.2012 - 12.2013
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Account Department
SIC Insurance Company LTD
11.2011 - 11.2012
- Enhanced customer satisfaction by addressing and resolving account issues promptly and professionally.
- Developed strong client relationships, resulting in increased loyalty and retention rates.
- Collaborated with cross-functional teams to ensure seamless service delivery for preferred accounts.
- Implemented strategic account plans to drive revenue growth and achieve sales targets.
- Conducted regular account reviews to identify areas for improvement and opportunities for upselling or cross-selling services.
Internship at a recruiting Agency
Platinum Executive Services
02.2011 - 05.2011
- Enhanced intern productivity by assisting with project coordination and providing ongoing support.
- Streamlined office processes for improved efficiency and time management through regular organization and filing.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
Internship
Local Government Secretariat
06.2009 - 08.2009
Education
BSC. Administration (Banking and Finance) -
Central University College
08.2012
BSC. Administration (Banking and Finance) -
Central University College
08.2012
Mfantsiman Girls Senior High School
06.2006
Mfantsiman Girls Senior High School
06.2006
Jack & Jill Preparatory School
Accra, Ghana03.2003
Skills
- Excellent interpersonal skills
- Excellent organizational and co-ordination skills
- Excellent Communication and writing skills
- Strong Negotiating skills
- Excellent Presentation skills
- Computer Literacy in MS Windows, MS Word, MS Excel
- Report Generation
- Product Knowledge
- Appointment Scheduling
- Information Security
- Call Management
- Data Entry
- Account Updating
- Data Collection
- Strategic Sales Knowledge
- Problem-Solving Abilities
- Conflict Resolution
- Microsoft PowerPoint
- Active Listening
- Stock Management
- Reading Comprehension
- Prioritization
- Critical Thinking
- Project Management Abilities
- Report Creation
- Delivery Scheduling
- Computer Proficiency
- Customer Relationship Management (CRM)
- International Sales Support
- Microsoft Excel
- Medical Terminology Knowledge
- Customer Relations
- Order Processing
- Office Equipment Proficiency
- Shipping Procedures Understanding
- Client Relations
- Research
- Product and Service Solutions
- Coordination
- Microsoft Office Suite
- Service Standard Compliance
- Call Center Operations
- Customer Service
- Microsoft Outlook
- Multi-Line Phone Talent
- Professional Telephone Demeanor
- Order Fulfillment
- Spreadsheets
- Quality Control
- Documentation
- Computer Literacy
- Effective Communication
- Training and Development
- Social Media Management
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Achieved overall best in class in 2023
Roles And Responsibilities
Answer courteously Vodafone cash inbound calls., Raising of customer complains report using CRM soft ware, Provide customers with information packages on products or services., Respond to customer inquiries., Generate customer interest in the services or products offered by the company., Provide personalized customer service by responding to the needs of the customers., Ensure feedback from the customer to further improve the customer services., Manage and update customer databases with the status of each customer., Coordinate with the dispatch team to send products or provide services on time to customers., Build customer loyalty by follow-up of customer calls., Evaluate problems of the customers and provide logical lasting solutions., Manage filing, mailing, correspondence and other management tasks., Capturing of data into the system (Receipting), Preparing of Banking Reconciliation Statement, Preparing of journal vouchers, Matching of receipts, Preparing Payment advice, Keying in cheques for payment, Cashier Duties
Personal Information
- Date of Birth: 09/29/88
- Nationality: Ghanaian
References
- EBENEZER AINOO, Vodafone Experience Centre Supervisor, Ebenezer.ainoo1@vodafone.com, 0203006585
- PATIENCE OWUSU, SSNIT, ohemaakua@gmail.com, 0202020770
Training
SG-SSB GHANA, CASHIERING, OPERATIONS, ACCOUNT OPENING, 02/01/11, 05/31/11
Timeline
Customer Service Representative
Onesource Medical Group
01.2022 - Current
Experience Center Personnel
Vodafone GH
04.2014 - 06.2019
Vodafone Cash Experience Center Personnel
Vodafone GH
04.2014 - 06.2019
Internship
IPSOS Research company
12.2013 - 03.2014
Relieving duties
SIC Insurance Company LTD
01.2012 - 12.2013
Account Department
SIC Insurance Company LTD
11.2011 - 11.2012
Internship at a recruiting Agency
Platinum Executive Services
02.2011 - 05.2011
Internship
Local Government Secretariat
06.2009 - 08.2009
BSC. Administration (Banking and Finance) -
Central University College
BSC. Administration (Banking and Finance) -
Central University College
Mfantsiman Girls Senior High School
Mfantsiman Girls Senior High School
Jack & Jill Preparatory School
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