PRISCILLA KONLAN
Summary
Outstanding Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Executive
E-Services Africa Limited (Taptap Send)
10.2024 - Current
- Conducted thorough Know Your Customer (KYC) checks, reviewed customer documentation, and ensured compliance with regulatory standards.
- Worked closely with compliance teams to flag suspicious activity and adhered to Anti-Money Laundering guidelines.
- Managed and executed churn prevention campaigns to retain customers, gathered feedback, and improved customer loyalty.
- Built trust and rapport with users, identified problematic issues, and escalated product feedback to internal teams.
- Provided technical support when necessary to resolve complex problems.
Customer Service Representative
E-Services Africa Limited (ECG)
10.2022 - 10.2024
- Managing large amounts of inbound calls promptly, with the highest level of professionalism.
- Responding to calls, for not more than 8 hours by verifying information, explaining procedures, responding to queries, providing feedback, and channeling these queries appropriately onto approved systems.
- Identifying and escalating priority issues, and reporting to the supervisor.
- Having an in-depth understanding of the products and services of clients to respond appropriately to calls from customers.
Account Assistant
Ghana Atomic Energy Commission
01.2020 - 01.2021
- Issued invoices and receipts.
- Handled accounts payable and receivable.
- Maintained and updated financial records.
- Contacted clients on debt payments.
- Drafted demand notices of clients for payments overdue.
- Prepared bank reconciliation statements.
Education
Bachelor's Degree - Business Studies Education
University For Development Studies
01.2020
Certificate -
Career Box/ESal Work Readiness Program
Skills
- Familiarity with CRM tools like Zendesk
- Basic knowledge of compliance
- Navigating ticketing systems and knowledge bases
Quick thinking and adaptability in high-pressure situations
- Customer service and comm skills like empathy and patience, active listening and professionalism
- Working with cross-functional teams such as product, fraud,compliance
Certification
- Bachelor of Education Business Studies Certification
- Career box/eSal Work Readiness Program Certificate
- Customer Service Representative
- Account Assistant
References
- Mr. Evans Laryea, Supervisor, E-Services Africa Limited, 0246591604
- Mr. Stephen Tamatey, Accountant, Radiation Protection Institute, ptamatey@gmail.com, 0243670700
Languages
English
Advanced
C1
Timeline
Customer Service Executive
E-Services Africa Limited (Taptap Send)
10.2024 - Current
Customer Service Representative
E-Services Africa Limited (ECG)
10.2022 - 10.2024
Account Assistant
Ghana Atomic Energy Commission
01.2020 - 01.2021
Bachelor's Degree - Business Studies Education
University For Development Studies
Certificate -
Career Box/ESal Work Readiness Program