RECHEAL AMA OTENG
Summary
Experienced professional specializing in customer service, data entry, and administrative operations. Proven track record of managing complex tasks with high accuracy and efficiency. Strong communication and problem-solving abilities drive customer satisfaction. Adaptable team player excelling in diverse work environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
CCI Ghana
01.2025 - Current
- Efficiently resolved customer inquiries across multiple communication channels, ensuring timely and satisfactory outcomes.
- Utilized tools such as Salesforce to investigate cases, update form fields, log detailed internal notes, and maintain precise documentation.
- Stayed informed on the latest company products, services, policies, and procedures to provide accurate and up-to-date assistance.
- Applied sound judgment and critical thinking to troubleshoot issues, adapt workflows when necessary, and escalate only complex matters appropriately.
- Investigated customer complaints related to product quality and service delivery to ensure prompt and fair resolution.
- Delivered fast, accurate, and empathetic customer support across chat, email, and platform-related channels in real time.
- Personalized communication using macros, carefully reviewed messages, addressed customers and colleagues by name, and maintained a confident, helpful tone.
- Analyzed customer feedback and service trends to identify root causes and recommend process improvements that enhance overall service quality.
STUDENT CONSULTING MANAGER AND DATA ENTRY
NORTH AMERICAN UNIVERSITY
01.2024 - 01.2025
- Trained and onboarded new staff to uphold high service standards and ensure consistent customer satisfaction.
- Delegated daily tasks, set performance goals, and motivated team members to achieve operational excellence.
- Managed staff scheduling and shift assignments to maintain smooth, efficient service coverage.
- Served as the main point of contact for escalated customer concerns, ensuring timely and professional resolution.
- Ensured each guest received a positive, seamless, and memorable service experience.
- Assessed and improved customer service procedures to enhance efficiency and satisfaction levels.
- Responded promptly to customer inquiries via phone and email, meeting response targets and improving satisfaction scores.
- Investigated and resolved sensitive customer issues with empathy, maintaining trust and loyalty.
CUSTOMER SERVICE MANAGER/HEAD RECEPTIONIST
THE CABYN HOTEL
07.2022 - 12.2024
- Oversaw the training and onboarding of new staff to ensure consistent delivery of high-quality customer service.
- Delegated daily tasks, set performance goals, and motivated team members to achieve operational excellence.
- Organized staff schedules and assignments to maintain efficient and uninterrupted service coverage.
- Served as the main point of contact for escalated customer concerns, providing prompt and professional resolutions.
- Ensured every guest received a positive and memorable service experience.
- Evaluated and improved customer service processes to enhance efficiency and overall satisfaction.
- Responded promptly to customer inquiries via phone and email, meeting response time targets and improving satisfaction scores.
- Investigated and resolved complex customer issues with empathy and
PERSONAL ASSISTANT
COCO VANILLA
06.2019 - 06.2022
- Schedule meetings and manage calendars.
- Answer phone calls, emails, and take messages.
- Take accurate and comprehensive notes at meetings.
- Help with daily time management.
- Run errands as requested.
- Assist the restaurant with managerial duties and supervision.
- General administration to keep the day-to-day running smoothly, schedule, general office work, and interfacing with the restaurant.
- Monitored and responded to emails and calls, ensuring timely communication with stakeholders.
- Prepared and edited correspondence, reports, and presentations to support business operations.
CUSTOMER SERVICE PERSONNEL
IROKOTV GHANA LIMITED
LABONE
01.2017 - 04.2019
- Resolve customer complaints via phone, email, mail, or social media.
- Use telephones to reach out to customers and verify account information.
- Assist with the placement of orders, refunds, or exchanges.
- Assisted with customer requests and answered questions to improve satisfaction.
- Achieved cost savings by developing functional solutions to problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recognized by management for providing exceptional customer service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Education
Bachelor of Science - Administration
UNIVERSITY OF GHANA
Accra08.2024
WASSCE -
ST. JOHN’S GRAMMAR SENIOR HIGH SCHOOL
Achimota01.2017
BECE -
HOPE MARIE ACADEMY
Santa Maria01.2014
Skills
- Excellent Verbal and Written Communication
- Strong Customer Service and Relationship Management
- Active Listening and Empathy in Customer Interactions
- Stress and Time Management in High-Volume Environments
- Collaboration and Cross-Functional Teamwork
- Conflict Resolution and Problem-Solving Abilities
- Data Entry, Reporting, and Analysis for Service Improvement
- CRM System Proficiency (including Salesforce)
- Market and Customer Research to Enhance Experience
- Upselling and Sales Support Strategies
- Employee Training and Knowledge Sharing
- Organizational and Multitasking Skills
- Professional Email, Chat, and Telephone Etiquette
- Adaptability and Continuous Learning Mindset
Hobbies and Interests
- Passionate about sports, particularly handball and athletics
- Enjoy reading novels and motivational books
- Focusing on personal growth and self-improvement
- Good music
Languages
- ENGLISH C1
- GA
- TWI
References
- MR. FREDERICK SELORM KABE, 0242679694
- MR LOUIS ADJABENG ANKRAH, 0247537191
Personal Information
- Gender: FEMALE
- Nationality: GHANAIAN
- Marital Status: SINGLE
- Religion: CHRISTIAN
Certification
Second-class degree in Bachelor of Science in Administration, Marketing
Senior High School
Senior High School
Accomplishments
Subject Matter Expert (SME) at CCI Ghana
Timeline
Customer Support Specialist
CCI Ghana
01.2025 - Current
STUDENT CONSULTING MANAGER AND DATA ENTRY
NORTH AMERICAN UNIVERSITY
01.2024 - 01.2025
CUSTOMER SERVICE MANAGER/HEAD RECEPTIONIST
THE CABYN HOTEL
07.2022 - 12.2024
PERSONAL ASSISTANT
COCO VANILLA
06.2019 - 06.2022
CUSTOMER SERVICE PERSONNEL
IROKOTV GHANA LIMITED
01.2017 - 04.2019
Bachelor of Science - Administration
UNIVERSITY OF GHANA
WASSCE -
ST. JOHN’S GRAMMAR SENIOR HIGH SCHOOL
BECE -
HOPE MARIE ACADEMY