Summary
Overview
Work History
Education
Skills
Training
Languages
Volunteer Experience
Websites
Timeline
Generic

SAMUEL ASARE

Accra

Summary

Personable and dedicated Customer Service Representative with extensive experience in education,insurance, and finance industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Customer Support Specialist (Full-time)

DIDA Creative Agency
Accra
11.2022 - 06.2024
  • Managed a high volume of customer inquiries through phone, email, and live chat, providing prompt and accurate responses to ensure customer satisfaction
  • Diligently documented all customer interactions and resolutions in the CRM system, keeping accurate and up-to-date records of each case
  • Actively listened to customer feedback and worked to improve service quality, contributing to a significant increase in customer satisfaction ratings
  • Educated customers on the features and benefits of our products and services, helping them make informed decisions and ensuring they had the best possible experience
  • Constantly updated myself with knowledge about the products and services offered to clients
  • Prepared and documented all interactions and cases with clients.

Broker/Agent Relationship Manager (Full-time)

SIC Insurance PLC
Accra
10.2021 - 10.2022
  • Managed relationships with over 400 brokers across 16 regions, showcasing the ability to scale and maintain extensive networks
  • Explained insurance policies to agents and brokers as well as commission rates
  • Achieved a 20% increase in broker satisfaction scores by enhancing training and support, by surveying brokers' needs and customizing solutions
  • Oversee a CRM database with over 5000 contacts, ensuring accurate and efficient communication channels between company and brokers
  • Achieved a 40% reduction in customer complaints by streamlining the complaint resolution workflow, by implementing structured problem-solving training for the team
  • Increased customer satisfaction scores by 25% within the first year by enhancing complaint resolution processes.

Administrative Assistant (Contract)

Destiny Eternal Construction Services
Accra
01.2021 - 04.2021
  • Efficiently coordinated meetings, appointments, and events for executives using Google Calendar, optimizing time management and minimizing scheduling conflicts
  • Acted as the primary liaison for internal and external communications, drafting and managing emails and correspondence with clients and partners, ensuring clear and professional interactions
  • Created, edited, and organized a variety of documents and presentations using Microsoft Office Suite and Google Workspace, maintaining accurate records and an efficient filing system
  • Oversaw daily office operations, including managing office supply inventory, coordinating with vendors, and ensuring a well-maintained and efficient workplace environment
  • Assisted in planning, executing, and tracking project timelines and deliverables, providing comprehensive administrative support to project teams, and ensuring adherence to deadlines
  • Boosted customer engagement rates by 50% by deploying a new social media strategy, by analyzing audience insights
  • Slashed response time on social media inquiries by 40%, enhancing brand reputation and customer trust.

Customer Service Representative (Part Time-Hybrid)

Dida Creative Agency
Accra
02.2020 - 08.2020
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs to reduce customer effort score (CES) time by 30%
  • Developed strong relationships with customers by providing personalized assistance and support
  • Upheld quality control policies and procedures to increase customer satisfaction
  • Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices
  • Improved customer service wait times to mitigate complaints
  • Engaged in conversation with customers to understand needs, resolve issues, and answer product questions
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Customer Service Representative(Part-time)

Dida creative Agency
Accra
07.2019 - 09.2019
  • Performed administrative tasks such as filing paperwork, updating databases, and generating reports
  • Developed strong customer relationships to encourage repeat business
  • Escalated customer concerns, issues, and requirements to supervisors for immediate rectification
  • Referred unresolved customer grievances to designated departments for further investigation
  • Provided top quality control and eliminated downtime to maximize revenue.

Customer Service Representative(Internship)

Linzos Creative Agency
Kumasi
05.2018 - 08.2018
  • Supervised and trained customer service staff to ensure excellent customer service delivery
  • Organized special events such as webinars or live Q&A sessions to provide additional support for customers monthly to improve overall performance by 20%
  • Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage
  • Guided employees in handling difficult or complex problems
  • Reviewed employees' work to check adherence to quality standards and proper procedures.

Customer Service Representative(Internship)

Opportunity International Savings and loans
Accra
06.2017 - 08.2017
  • Provided technical support to customers over the phone and via email to reduce bank congestion by 15%
  • Resolved customer inquiries in a timely manner, exceeding service-level agreements
  • Performed data entry tasks for client records management
  • Created detailed reports on customer support activities and performance metrics
  • Assisted customers with product installation, troubleshooting, and usage questions.

Junior Client Support Officer(Internship)

Opportunity International Savings and Loans
Kumasi
07.2016 - 08.2016
  • Strengthened customer retention by offering discount options
  • Reached out to customers after completed sales to suggest additional service or product purchases
  • Increased revenue by 20% through upselling after resolving client issues
  • Took special orders in person and over the telephone, generating additional revenue every month.

Education

Bachelor of Science -

Kwame Nkrumah University of Science And Technology
Kumasi
09.2020

Skills

  • Complaint resolution
  • Social media management
  • CRM management (zoho)
  • Problem solving
  • Google sheets

Training

Fostering long-term client loyalty, Ghana, 2020

Languages

English

Volunteer Experience

Career Guidance Enquiry Agency Career Network, 06/2019, 12/2021, It helped me understand my strengths and made me realize how I enjoyed resolving issues and problems which eventually lead me into taking customer service representation seriously to contribute to maintaining and solidifying the brand of a business

Timeline

Customer Support Specialist (Full-time)

DIDA Creative Agency
11.2022 - 06.2024

Broker/Agent Relationship Manager (Full-time)

SIC Insurance PLC
10.2021 - 10.2022

Administrative Assistant (Contract)

Destiny Eternal Construction Services
01.2021 - 04.2021

Customer Service Representative (Part Time-Hybrid)

Dida Creative Agency
02.2020 - 08.2020

Customer Service Representative(Part-time)

Dida creative Agency
07.2019 - 09.2019

Customer Service Representative(Internship)

Linzos Creative Agency
05.2018 - 08.2018

Customer Service Representative(Internship)

Opportunity International Savings and loans
06.2017 - 08.2017

Junior Client Support Officer(Internship)

Opportunity International Savings and Loans
07.2016 - 08.2016

Bachelor of Science -

Kwame Nkrumah University of Science And Technology

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