Akosua Asare

Experience

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  Central Hospital,Koforidua

  Jun 2010 - Aug 2010

  Monitor & Health Insurance Unit

  Attachment

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  Social Security and National Insurance Trust

  Oct 2012 - Aug 2013

  National Service Personnel

  Acted as the assistant to the General and Deputy General Managers.Received and distributed mails.Retrieval of statements for contributorsCapturing of SS1A's into the EBOS

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  Vodafone

  Apr 2015 - Mar 2016

  Interact with customers through phone calls to validate and update their records in the CRM (Customer Relationship Management) Software.Review materials to determine accuracy of information; follow up to correct or complete data.Extracts and compiles information from database/customers to produce routine and specialized reports (Daily and weekly) for supervisor.Disseminates reports according to established procedures.Ask of any pending issues the customer might have aside the data update and then it is forwarded to the appropriate unit. Show less

  • Vodafone Cash Outbound Agent

    Feb 2016 - Mar 2016

  • Data Entry Specialist

    Apr 2015 - Mar 2016
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  Vodafone Ghana Experience Center

  Mar 2016 - Feb 2019

  Assist in the monitoring and coaching of agents as and when required.Assist with escalation of customer complaints to the appropriate department for resolution.Assist with escalation of Service Requests that have breached Service Level Agreement.Prepare performance report-daily, weekly or monthly for the team.Handle pre-shift when tasked to.Handle agent questions and enquiries related to Call History Portal and other systems. Address customer service enquiries in a timely and accurate fashionGive accurate and proper information to answer questions, troubleshoot issues and resolve complaintsDevelop and maintain professional relationships with all customers and assist to handle all situations.Cross selling and Up selling of products to Vodafone customers.Kept records of customer interaction, recording details of inquiries, complaints, or comments, as well as actions taken.

  • Buddy Team Lead

    Feb 2018 - Feb 2019

  • Experience Center Agent

    Mar 2016 - Feb 2019
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  Telecel Ghana

  Feb 2019 - now

  Team Manager

  - Monitor customer service representatives' adherence to company policies and procedures.- Monitor performance and lead the team to achieve Key Performance Indicators (KPIs) and provide excellent service to customers.- Observe team operations to verify employee work with maximum productivity, adhering to company best practices.- Handle customer issues in a timely, professional manner, adhering to company best practices.- Familiarity with key call centre applications: CRM/Siebel Application, Avaya, Cloud Payment System (CPS)- Monitor performance, particularly live calls to provide coaching and feedback.- Lead by example and foster a culture of continual improvement.- Prepare and analyze customer service reports.- Foster an environment of collaboration and teamwork among customer service representatives. Show less