SETH OKANTEY
ACCCRA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Highly motivated and customer-focused Data entry/ Call Centre Representative with over 3 years of experience. Seeking to leverage strong communication skills and problem-solving abilities to contribute to a dynamic and fast-paced work environment.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
SECURITIES AND EXCHANGE COMMISSION
09.2022 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisors.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Support Technician
PROJECT DESELTOR
10.2020 - 02.2022
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Conducted regular follow-ups with customers to confirm resolutions were effective and satisfactory.
- Provided remote assistance to customers, effectively resolving issues without the need for on-site visits.
- Exceeded performance metrics consistently through diligent work ethic and commitment to excellent customer service.
- Utilized effective listening and problem-solving skills to resolve customer
inquiries and complaints, achieving a 20% reduction in call escalations - Collaborated with cross-functional teams to develop and implement strategies
to improve call centre efficiency, resulting in a 14% increase in first-call
resolution rate.
Information Systems Management Officer
ACCRA METROPOLITAN ASSEMBLY
10.2017 - 01.2020
- Ensured smooth communication within the organization with effective network infrastructure planning and maintenance.
- Ensured timely completion of critical projects by effectively prioritizing tasks based on deadlines, resources, and impact on the organization's goals.
- Maintained accurate documentation of all IT processes, policies, and system configurations for easy reference and compliance purposes.
- Improved information systems efficiency by conducting regular audits and implementing necessary updates.
- Reduced downtime, efficiently managing incidents through prompt troubleshooting and root-cause analysis.
- Safeguarded sensitive information with regular risk assessments, vulnerability testing, and disaster recovery planning.
Education
Bachelor of Science - INFORMATION TECHNOLOGY
GHANA TECHNOLOGY UNIVERSITY COLLEGE
ACCRA, GHANA09.2017
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Adaptability
- Computer Proficiency
- Data Entry
Timeline
Customer Service Representative
SECURITIES AND EXCHANGE COMMISSION
09.2022 - 04.2024
Customer Support Technician
PROJECT DESELTOR
10.2020 - 02.2022
Information Systems Management Officer
ACCRA METROPOLITAN ASSEMBLY
10.2017 - 01.2020
Bachelor of Science - INFORMATION TECHNOLOGY
GHANA TECHNOLOGY UNIVERSITY COLLEGE
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