Prince Charles Dolphine
Takoradi
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Giving the utmost satisfaction to customers, considering all policies, procedures and doing due diligent to enable the organization achieve its goal, even above expectation.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
GCB Bank Plc
Twifo Praso, Central Region - Ghana
01.2020 - 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Trained staff on operating procedures and company services.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Opening of new accounts.
- Processing of cheques received from customers.
- Processing customer information updates.
Teller
GCB Bank Plc
Twifo Praso, Central Region - Ghana
04.2012 - 01.2020
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Paying and receiving cash from customers.
- Cross selling of bank's products and services.
- Balancing and transferring of total cash into Chief Cashier's books.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
Education
Higher National Diploma (HND)
Takoradi Polytechnic
Takoradi, Ghana05.2011
Adiembra Senior High School
Takoradi, Ghana05.2008
Skills
- Ability to memorize all products and services
- Maintaining confidentiality when dealing with customers request and transactions
- Ability to serve customers within the lowest turn around time
- Ability to serve customers with speed and accuracy
- Ability to use smiles to welcome customers as well as when dealing with them
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
- Critical Thinking
- Data Entry
Accomplishments
- 2016 - improving the sale of GCB Bank's product (Fixed Deposit) by collaborating with a college staff in developing an automated Fixed Deposit Calculator spreadsheet using microsoft excel.
- 2015 - Created an Automated Microsoft excel spreadsheet that enables Chief Cashier to balance his books quickly and with accuracy.
- 2013 - Able to win a cash prize for my branch as a result of being able to exceed the target of signing on customers onto E-banking Services within a given period of time.
Languages
English
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
GCB Bank Plc
01.2020 - Current
Teller
GCB Bank Plc
04.2012 - 01.2020
Higher National Diploma (HND)
Takoradi Polytechnic
Adiembra Senior High School