Samuel Osei Mensah
Accra
Summary
Successful customer service Representative with over 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic, handling difficult situations through resourcefulness and adaptability.
Overview
6
6
years of professional experience
Work History
Customer Service Advisor
Fitdrop Ventures (2018 - Date)
05.2020 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Collaborated with team members to achieve monthly targets and improve overall performance.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Managing large volume of customer calls
- Resolve all inbound and outbound support requests per established guidelines.
- Sell products to established customers through up-selling and cross-selling.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Mobile Banking Coordinator/Customer Service Representative
Amansie West Rural Bank
10.2017 - 10.2020
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Responding appropriately to customer questions and comments.
- Processing new client accounts, maintaining customer accounts, implementing changes to existing accounts, and filing documents and other paperwork
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Cross-trained and provided backup support for organizational leadership.
- Managing large volume of customer calls
- Stay friendly and helpful
- Resolve questions and service issues for customers via phone, email and text
- Accurately document customer interactions
- Determine opportunities for new sales
- Sell products to established customers through up-selling and cross-selling
- Resolve all inbound and outbound support requests per established guidelines.
- Identify and act as a company ambassador at all times
Education
Bachelor Technology in Accounting With Computing -
KUMASI TECHNICAL UNIVERSITY
Kumasi, Ghana06.2017
Skills
- Call Center Operations
- [Product or Service] support
- Customer service excellence
- Supply Management
- Account Updates
- Account Management
- Proficient in [Software]
- Focus on quality and attention to detail
- Ability to multi-task
- Customer Relations
- Ability to work with minimal supervision
- Web chatting
- Highly organised
Timeline
Customer Service Advisor
Fitdrop Ventures (2018 - Date)
05.2020 - Current
Mobile Banking Coordinator/Customer Service Representative
Amansie West Rural Bank
10.2017 - 10.2020
Bachelor Technology in Accounting With Computing -
KUMASI TECHNICAL UNIVERSITY
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