RICHEL ELEWOD -AHETO
Accra
Summary
Results-driven Customer Service Manager with over 5 years of experience optimizing service delivery for reputable organizations. Adept at scaling multi-channel support operations (voice, chat, social) and streamlining workflows to reduce average resolution time by 25%. Recognized for excellence in staff development and mentor-leadership, consistently maintaining a 65% team retention rate for customers while delivering a seamless customer journey across all touch points. With me, costumers are the priority.
Overview
10
10
years of professional experience
2022
2022
years of post-secondary education
Work History
Customer Support Specialist
Vitanature Healthcare
Accra
01.2025 - Current
- Responded to customer inquiries via phone and email in a timely manner.
- Assisted customers in navigating Vitanature Healthcare product offerings effectively.
- Documented customer interactions accurately in the support database system.
- Collaborated with team members to resolve complex customer issues promptly.
- Maintained up-to-date knowledge of Vitanature Healthcare products and services offered.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Processed customer account changes with proprietary software.
- Assisted in developing training materials related to new products or services being released.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Participated in team meetings to discuss strategies for improving customer experience.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Oversaw daily performance of computer systems.
- Evaluated software or hardware to recommend improvements or upgrades.
Customer Service Manager
Kuvuki Luxury Resort
Accra
12.2018 - 12.2020
- Supervised customer service team in a luxury hospitality environment.
- Developed training programs for new staff members to enhance service quality.
- Resolved guest complaints efficiently to ensure high satisfaction levels.
- Coordinated with hotel departments to manage guest requests and special events.
- Oversaw daily operations of the front desk and concierge services.
- Implemented feedback systems to gather customer insights for service improvement.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Explained benefits, features, and recommendations to maximize client retention.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Created and managed budgets for travel, training, and team-building activities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Customer Service Representative
Cherry Electronics Limited
Accra
06.2016 - 07.2018
- Assisted customers with product inquiries and technical support issues.
- Processed orders and managed returns efficiently using company systems.
- Collaborated with team members to resolve customer complaints promptly.
- Educated customers on product features and usage to enhance satisfaction.
- Handled billing questions and issues with attention to detail and care.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Conducted regular follow-up calls with customers after resolving their issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Led on- and off-site customer support teams across multiple time zones.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Took special orders in person and over telephone, generating additional revenue every month.
Education
Certificate Of Completion - Virtual Assistantship And Business Communication
Nestuge Virtual Assistantship Training
09.2025 - 01.2026
Associate Degree in Nursing - Nursing Midwifery
Kwame Nkrumah University of Science And Technology
Kumasi , Ghana 01.2021 - 09.2025
Certificate Of Completion - Data Analytics
Coursera
09.2023 - 12.2023
Aburi Girls’ High School
Accra, GhanaSkills
- Customer relationship management
- Conflict resolution
- Technical troubleshooting and timely service delivery
- CRM software operations such as salesforce and zendesk
- Data analysis
- Performance monitoring
- Active listening
- Customer engagement strategies
- Multitasking and organization
- Social media support
- Verbal and written communication
- Email management
- Live chat support
- Call center experience
- Data entry
- IT consulting
- Remote support tools
- Quality assurance
Languages
English
First Language
French
Beginner (A1)
A1
Accomplishments
- Awarded the Most Outstanding Cadet Officer in High School.
- Awarded for outstanding performance in increasing annual customer retention by 65%
- Awarded the position of best in first aid training at the regional cadet training program.
Affiliations
- Ethical Fashion
- Interior Decoration
- Poultry Farming
Lend a Hand Today
- Volunteered to provide health education at the community clinic.
- Joined the Esi Foundation to donate relief items to less privileged families.
- Joined a family donation to support orphans .
Timeline
Certificate Of Completion - Virtual Assistantship And Business Communication
Nestuge Virtual Assistantship Training
09.2025 - 01.2026
Customer Support Specialist
Vitanature Healthcare
01.2025 - Current
Certificate Of Completion - Data Analytics
Coursera
09.2023 - 12.2023
Associate Degree in Nursing - Nursing Midwifery
Kwame Nkrumah University of Science And Technology
01.2021 - 09.2025
Customer Service Manager
Kuvuki Luxury Resort
12.2018 - 12.2020
Customer Service Representative
Cherry Electronics Limited
06.2016 - 07.2018
Aburi Girls’ High School