Winifred Tetteh

Experience

• 

  Ministry of Gender, Children and Social Protection (MGCSP)

  Sept 2019 - Dec 2020

  Human Resources Intern
• 

  Tirah

  Nov 2022 - now

  As a Customer Service Manager for a UK-based company, I lead a high-performing team, significantly reducing customer complaints and boosting annual sales. I monitor daily customer interactions using platforms like Freshdesk and Freshchat, ensuring quick issue resolution and seamless cross-departmental communication. I collaborate with tech and operations teams to improve backend processes, address payment issues, and enhance customer satisfaction, leading to a 90% monthly issue resolution rate. I collaborated closely with the Client Success Manager to elevate our Trustpilot score from 2.4 to 3.4 within two months, improving customer satisfaction and addressing recurring issues while integrating client feedback into service improvements to increase customer loyalty. Additionally, I manage recruitment and create training modules to continually develop team capabilities. Show less As a Virtual Assistant at Tirah, I manage executive email and calendar schedules, ensuring efficiency and prompt responses. I organize virtual meetings using Zoom, Google Meet, and Microsoft Teams, handling logistics seamlessly. My expertise in Microsoft Office and Google Workspace helps me maintain detailed documentation and streamline workflows. Additionally, I create professional presentations with Canva and PowerPoint, and conduct thorough research to support decision-making. I collaborate with cross-functional teams to deliver project milestones on time, ensuring smooth communication and execution across departments.I also have experience as a Venture Analyst at an angel investment firm. I scouted high-potential startups, conducting thorough market research and due diligence to identify promising investment opportunities. I managed critical documentation and streamlined the preparation process for investor meetings, ensuring startups were well-positioned to present compelling business cases. Show less I focused on delivering exceptional customer support by efficiently managing inquiries, and complaints, and resolving issues through emails and chat. I regularly used tools such as Intercom, Freshdesk, and Freshchat to ensure a smooth and effective service for customers. By adhering to updated FAQs and protocols, I provided accurate information to clients and venue owners, contributing to improved satisfaction levels. My consistent attention to customer needs played a vital role in maintaining a high-resolution rate for issues while working to enhance overall service quality. Show less

  • Business Outsourcing Manager

    Sept 2024 - now

  • Customer Service Manager

    May 2023 - now

  • Virtual Assistant

    Nov 2022 - now

  • Customer Service Agent

    Nov 2022 - May 2023