Hi, I’m
PROSPER TEYE DOSOO
Customer service rep / IT Support
Airport, Accra
Summary
Motivated Customer Care Executive / IT support technician who likes to be in a dynamic, growth-oriented company focused on cultivating exceptional customer experience and a positive work environment. With experience resolving product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution, I bring attention to detail and a dedication to technical and customer care service improvement to every task.
Overview
14
years of professional experience
Work History
TECH MAHINDRA
Buddy Team Lead
06.2016 - 09.2017
Job overview
- Helping in managing the call center daily-Submit regular reports to management –Helping with training and development
- Maintain inventory of call commodities/items to ensure at all times there are sufficient stocks of items at hand
- Monitor all calls to ensure that due process and quality are adhered to-Service Levels (SL) management to measure the success of the process-Escalating customer issues for resolution
- Handling customer complaints, queries, and request
TECHMAHINDRA, Airtel
Customer Support
06.2014 - 09.2017
Job overview
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Effectively manage large amounts of incoming calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication`
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/team targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Customer Service Agent
10.2023 - Current
Job overview
- Offering pawaPay customers the best experience while using our product and
- Services
- Providing professional customer support via email and chats
- Coordinating with different departments internationally
- Resolving customer issues efficiently, utilizing problem-solving skills, and
- Knowledge of products/services
- Managing multiple customer interactions simultaneously while maintaining a high level of service and attention to detail
- Providing insights and feedback from customer interactions to help improve
- Products, services, and customer experience
- Displaying professionalism, empathy, patience, and a positive attitude in all
- Customer interactions.
Buwelo Ghana
Technical support representative
03.2023 - 10.2023
Job overview
- Resolving software and hardware issues in the cloud
- Set up new users’ accounts and profiles and deal with password issues
- Keep client servers running smoothly and ensure users get value for their money
- Provide support, including procedural documentation and relevant reports
- Diagnosing and repairing faults within client software in the cloud
- Troubleshooting technical issues
- Speaking to customers to quickly get to the root of their problems.
Majorel, Google
Content Analyst
10.2022 - 03.2023
Job overview
- Providing high-quality customer service via email
- Meeting deadlines with pace
- Delivering efficient troubleshooting and query resolution
- Gaining in-depth knowledge and understanding of all online advertising services
- Ability to research and develop knowledge of customer services.
Sporty bet Ghana Ltd
Agent-Customer Service
07.2002 - 10.2021
Job overview
- Providing real-time support for customer concerns
- Answer customer questions and queries through live chat
- Engages Proactively
- Multitasks Effectively
- Active listening to clients and understanding their needs
- Be knowledgeable of the products and services of the organization
- Responding quickly through live chat and providing courteous and professional customer service.
IsonXperiences, MTN
IT Support Engineer
03.2020 - 09.2021
Job overview
- Effectively assisted with WFH deployment
- Installing and configuring Windows 10 and third-party applications
- Providing technical support and ensuring the whole company runs smoothly
- Monitoring and maintaining computer systems and networks
- Keeping an inventory of company peripherals, E.g ( headsets, mouse, keyboards, monitors, system units, etc)
- Providing technical support across the company (this may be in person or over the phone)
- Setting up accounts for new users
- Repairing and replacing equipment as necessary
- Testing new technology
- Respond to and resolve help desk requests
- Monitor and respond quickly to incoming ticket requests related to IT issues.
ISONBPO, MTN
Customer Care Representative
08.2019 - 03.2020
Job overview
- And Responsibilities
- Effectively manage large amounts of incoming calls
- Multitasking on software applications
- Assist customers effectively by solving customer disputes regarding products and services
- Active listening to clients and understanding their needs
- Be knowledgeable of the products and services of the organization.
TONATON.COM
Customer Support, Listing Executive
01.2018 - 08.2019
Job overview
- Duties and Responsibilities
- Receiving inquiries from customers and directing them to the appropriate department
- Adhering to all Tonaton.com’s quality guidelines in reviewing ads with the highest quality
- Handling customers’ complaints and finding means to resolve them
- Be knowledgeable of the products and services of the organization
- Ensuring working tools are always in the right conditions
- Receiving payment by cash from customers and issuing out receipts to them
- Reviewing of adverts posted on the site
- Calling customers to make payment for their adverts to be published
- Publishing adverts that have been paid for
- Handling high-pressure workload
- Entering of payment details into excel sheet
- Writing of monthly reports.
TONATON.COM
Telesales Executive
09.2017 - 03.2018
Job overview
- Multi-tasking on software applications
- Assist customers effectively by solving customer disputes products and services
- Maintaining customer relationships in a positive and quality manner
- Updating sales database on a daily basis
- Following guidelines regarding receiving payments from clients, making payments to accounts for monthly reconciliation, and sending of codes to customers
- Active listening to clients and understanding their needs
- Handle grievances to preserve the company’s reputation
- Keep a record of calls and sales and note useful information.
St. BENS MEMORIALSCHOOL
Teacher
09.2013 - 06.2014
Job overview
- Responsibilities
- Integrated science teacher
TRECOR COMPANY Ltd
Project supervisor/Personal assistant
03.2013 - 09.2013
Job overview
- Acting as the first point of contact: dealing with correspondence and phone calls
- Managing diaries and organizing meetings and appointments, often controlling access to the manager/executive
- Organizing events and conferences
- Typing, compiling and preparing reports, presentations, and correspondence
- Implementing and maintaining procedures/administrative systems
- Liaising with staff, suppliers, and clients
- Collating and filing expenses
INTRODOT COMPUTERS
IT Technician
08.2010 - 12.2011
Job overview
- Prospecting for new clients
- Laying of Network cables, laptop, and desktop repairs
- Maintaining MS Windows XP, Vista, and Windows7networkservices
- Maintaining and configuring MS Windows XP for companies like (TUC headquarters, Ghana railway company, etc.)
- Ensuring good customer service
EBEN PC SOLUTIONS
IT Technician (Intern)
10.2009 - 12.2009
Job overview
- Installing and configuring Microsoft Windows Professional
- Gathering and analyzing data from the field
- Maintaining MS Windows XP network services on a contract basis for companies like, (Melcom, MDPI, Adjwoa Wangara, etc.)
Education
Saylor Academy
CUST
Oct-2016
IPMC Ghana
Certified Systems Engineer
(MCSE)
2010
IPMC Ghana
Diploma from Hardware, Networking Engineering
2009
Dip. HNE
Koforidua Senior Technical School
WASSCE
2008
Skills
- SKILLS AND COMPETENCIES
- Providing phone and online support to users
- Excellent telephone skills and good ability to use Remote Access
- Good analytical and troubleshooting abilities
- Patient and able to walk customers through troubleshooting and repair process
- Keeps abreast of changes in technology
- Good organizational abilities
- Good understanding of installations and updates
- Team player attitude
References
REFERENCES
Ms Hilda Demanya
Miss. Sherifatu Ibrahim
Senior Team lead (Buwelo Africa)
Team Lead (Tech Mahindra)
hildademanya67@gmail.com
Mob: 0266000765
Work Preference
Work Type
Part TimeWork Location
HybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsTeam Building / Company RetreatsFlexible work hoursWork from home optionPersonal development programsTimeline
Customer Service Agent
10.2023 - Current
Technical support representative
Buwelo Ghana
03.2023 - 10.2023
Content Analyst
Majorel, Google
10.2022 - 03.2023
IT Support Engineer
IsonXperiences, MTN
03.2020 - 09.2021
Customer Care Representative
ISONBPO, MTN
08.2019 - 03.2020
Customer Support, Listing Executive
TONATON.COM
01.2018 - 08.2019
Telesales Executive
TONATON.COM
09.2017 - 03.2018
Buddy Team Lead
TECH MAHINDRA
06.2016 - 09.2017
Customer Support
TECHMAHINDRA, Airtel
06.2014 - 09.2017
Teacher
St. BENS MEMORIALSCHOOL
09.2013 - 06.2014
Project supervisor/Personal assistant
TRECOR COMPANY Ltd
03.2013 - 09.2013
IT Technician
INTRODOT COMPUTERS
08.2010 - 12.2011
IT Technician (Intern)
EBEN PC SOLUTIONS
10.2009 - 12.2009
Agent-Customer Service
Sporty bet Ghana Ltd
07.2002 - 10.2021
Saylor Academy
CUST
IPMC Ghana
Certified Systems Engineer
(MCSE)
IPMC Ghana
Diploma from Hardware, Networking Engineering
Dip. HNE
Koforidua Senior Technical School
WASSCE
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