PRINCE OPOKU
Accra
Summary
Resourceful Contact Center Representative known for high productivity and efficient task completion. Skilled in customer relationship management, problem resolution, and communication technologies. Excel in active listening, empathy, and patience to enhance customer satisfaction and build loyalty. I'm committed to maintaining professionalism and calm under pressure to resolve questions quickly and effectively.
Overview
1
1
year of professional experience
Work History
Contact Center Representative
Zenith Bank (Ghana ) Limited
11.2023 - Current
- Responsible for the resolution of all customer queries received via all channels for customer correspondences outlined by the bank; namely, dedicated telephones lines,Z-Chat, Complaints Portal, E-mail(Info@zenithbank.com.gh,cardsservices@zenithbank.com.gh)
- Responsible for assisting customers on card management requests (Card Activation, Clearance for Pin Tries, and Temporary increase in Limit) using approved applications including GTW Online and GTP Merchant Lite.
- Update Customers on with status of their chargeback complaints.
- Research and follow-up on customer problems and respond to questions.
- Responsible for assisting customers with requests that will require liaison with staff of other departments and ensure adherence with the bank’s SLA
- Serve as a branch anchor for assigned branches who shall be responsible for soliciting feedback from customers through a minimum of fifty(50) calls per week to customers of assigned branches
- Responsible for preparing reports on correspondences on banks portals on weekly, monthly, quarterly and annual basis
- Assist in the conduct on customer satisfaction surveys and reporting on same
- Assist in the conduct of service benchmarking calls on competition and internal units in a bid to help improve upon service delivery
- Assist with the business development drive of the bank by cross selling bank’s product via respective correspondent channels and ensure interactions with customers with good prospects are closed.
- Assist with any other duty assigned by Head of Unit or department.
IT Technical Support Intern
IPMC
04.2023 - 08.2023
- Setting up of work stations for staff and students
- Replaced defective components and upgraded office equipment per technology plan.
- Supported computer laboratory users with hardware, software, and connectivity issues across both Windows and Mac platforms.
- Network Configuration
- Installation of new operating systems
Education
Bachelor of Computer Technology - Computer Technology
KUMASI TECHNICAL UNIVERSITY
KUMASI,ASAFO09-2021
Skills
- Inbound Phone Call Management
- Software Installations
- Customer Service
- Complaint resolution
- Report Preparation
- Technical Support
- Data Entry
- Verbal and written communication
- Product Knowledge
Timeline
Contact Center Representative
Zenith Bank (Ghana ) Limited
11.2023 - Current
IT Technical Support Intern
IPMC
04.2023 - 08.2023
Bachelor of Computer Technology - Computer Technology
KUMASI TECHNICAL UNIVERSITY
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