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
Accra, 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)
Remote
11.2024 - 02.2025
- Resolve escalated customer requests, inquiries and complaints
CUSTOMER SERVICE- ESCALATIONS SUPPORT
Buwelo Ghana
Accra, 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
Accra
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
Ghana
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
Accra, Ghana
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