Pearl Emefa Aklamanu
Summary
Highly motivated and well-organized individual with strong communication skills and customer-focused. Quick to learn and eager to grow, A solid team player with an outgoing positive demeanor and result-oriented, seeking a dynamic and rewarding environment that challenges me to utilize my full potential while contributing meaningfully to team and organizational success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Lead
Buwelo Ghana
01.2025 - Current
- Train new team members by relaying information on company procedures and safety requirements.
- Collaborate with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Enhance overall team performance by providing regular coaching, feedback, and skill development
- Establish clear performance metrics for the team which helps in tracking progress towards set targets effectively.
- Conduct regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Manage schedules, accepted time off requests and found coverage for short shifts.
- Serve as the main point of contact between team members and upper management and facilitate clear and consistent communication within the team.
Reputation Coordinator
Day and Night Support (Marbillcare)
11.2024 - 02.2025
- Resolve escalated customer requests, inquiries and complaints
CUSTOMER SERVICE- ESCALATIONS SUPPORT
Buwelo Ghana
06.2024 - 01.2025
- Resolve escalated customer requests, inquiries and complaints
- Assist customers with first hand resolution to concerns
- Work hand in hand with other escalation departments to helps resolve customers concerns
- Handling more complex issues that require escalation to higher levels of support or management.
- Follow ups: keeping customers informed on status of escalated issues, providing updates and managing expectations
CUSTOMER SERVICE REPRESENTATIVE
Buwelo Ghana
11.2023 - 06.2024
- Respond to High volume of calls to handle customer inquiries, request and complaints
- Assist to resolve customer issues according to standard operating process and acquired product knowledge
- Document all calls using approved applications (CSC, Amazon connect) for easy tracking
- Assisting with the placement, modification, or cancellation of and ensuring accurate order requests for product and services.
CUSTOMER SERVICE REPRESENTATIVE
United Bank For Africa
02.2022 - 11.2023
- Maintain knowledge of company products to provide helpful suggestions and recommendations to customers.
- Respond to telephone calls to handle customer inquiries, requests and complaints following standard operating procedures.
- Conduct outbound calls and video validation processes to assist customers with their requests.
- Log in all positive calls using the Group Response Portal (GRP) or any other CRM (Customer Relationship Management) application always to ease tracking
- Cross-sell and Up-sell to customers based on Customer Lifetime Value (CLV) to generate and increase revenue potential; increase profit
- Reporting in customer feedback on our services and products
PERSONAL ASSISTANT / FRONT DESK PERSONNEL
Unique Floral Limited
06.2021 - 11.2021
- Liaison between CEO and clientele
- Respond to and receive calls and emails for CEO
- Setup meetings and write reports
- Processed and ensured safe delivery of customers packages within target time frame
- Greeting and welcoming customers and assisting them with their orders
- Answered phone calls, emails and responded promptly to inquiries from customers and vendors.
ADMINISTRATIVE ASSISTANT (NATIONAL SERVICE)
Institute Of Local Government Studies
09.2020 - 06.2021
- Assist with day-to-day operations, working efficiently and productively with all team members.
- Assist in handling academic affairs (students' admissions, collection of theses, registration of courses)
- In-charge of student inquiries and respond to concerns
- Update student databases
- Created and maintained filing systems for tracking documentation, correspondence, reports, and other materials.
CUSTOMER SERVICE PROVIDER (INTERN)
Afrifanom Limited
06.2019 - 08.2019
- Content creation
- Update reports for service providers
FRONT DESK OFFICER (INTERN)
Airport View Hotel
10.2017 - 01.2018
- Generated invoices for clients based on their purchases or services rendered.
- Assisted customers with inquiries regarding hotel services and amenities.
- Processed payments using cash register systems and credit card machines.
- Received and responded to telephone enquiries and messages from clients, vendors and members of public.
- Manage guest bookings and reservations, check in guests and issuing room keys
Education
BACHELOR OF ARTS (B.A.) - PSYCHOLOGY, SWAHILI
University of Ghana
06.2020
Senior High School -
Wesley Girls High School
05.2016
Skills
- Microsoft Office (Excel, Word, PowerPoint)
- Adaptability
- Punctuality
- Communication
- Teamwork
- Organizational/Leadership skills
- Critical thinking
- Customer Service/relation
- Attention to detail
- Proactive and problem solver
Affiliations
- Member of the McKinsey Forward Program
- Principles of Public Relations (Coursera)
Certification
Member of the McKinsey Forward Program
Additional Information
Data collection in a fieldwork for the Greater Accra Metropolitan Assembly
Data collection for a survey by the Office of the Head of Local Government Service
Timeline
Team Lead
Buwelo Ghana
01.2025 - Current
Reputation Coordinator
Day and Night Support (Marbillcare)
11.2024 - 02.2025
CUSTOMER SERVICE- ESCALATIONS SUPPORT
Buwelo Ghana
06.2024 - 01.2025
CUSTOMER SERVICE REPRESENTATIVE
Buwelo Ghana
11.2023 - 06.2024
CUSTOMER SERVICE REPRESENTATIVE
United Bank For Africa
02.2022 - 11.2023
PERSONAL ASSISTANT / FRONT DESK PERSONNEL
Unique Floral Limited
06.2021 - 11.2021
ADMINISTRATIVE ASSISTANT (NATIONAL SERVICE)
Institute Of Local Government Studies
09.2020 - 06.2021
CUSTOMER SERVICE PROVIDER (INTERN)
Afrifanom Limited
06.2019 - 08.2019
FRONT DESK OFFICER (INTERN)
Airport View Hotel
10.2017 - 01.2018
BACHELOR OF ARTS (B.A.) - PSYCHOLOGY, SWAHILI
University of Ghana
Senior High School -
Wesley Girls High School
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