CHARLOTTE IMBIR
Summary
Extremely organized individual with excellent human relation skills and strong reasoning ability to work in a motivated and challenging organization that strives for excellence and integrity with a view to ensure maximum customer satisfaction. A dependable and client focused customer service professional. I am highly competent and an enthusiastic about bringing positive change. Using initiatives to develop effective solutions to problems with an active and dynamic approach to work and getting things done efficiently and unsupervised.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work history
Customer service representative
Diligenta
Peterborough, Cambridgeshire
02.2025 - Current
- Acting with integrity, respect for individual and focused on leading change and learning new things which is in line with the company's values
- Offering customers seamless experience and assisting them to plan their retirement, access their investments and updating their personal information.
- Ensuring smooth operation with timely response and adapting to changing priorities.
- Enhancing customer satisfaction using software and switching between applications whiles paying attention to details
- Providing support to bereaved families by ensuring the processes are expedited where needed .
Health Care Assistant
Anchor Hanover
08.2023 - 07.2025
- Company Overview: Clayburn Court Care Home
- First point of contact for residents and their families for basic information and resolving basic issues
- Recording and reporting residents and family concerns
- Making sure all daily assigned tasks are done in a timely and efficient manner
- Assisting residents with the best care possible in order to retain and attract new residents
- Escalating issues to the appropriate team to ensure the best possible solution
- Document distressful behavior and offer distress solution when possible
- Engage in activities with residents to keep them occupied and happy
- Assisting residents with personal care and toileting needs and making sure their needs are met
- Report any change in physical appearance ie bruises, swellings, rashes etc
- Clayburn Court Care Home
Customer Relations Advisor/Administrator
Aeon Complex Limited
09.2017 - 10.2022
- Liaison between the management, clients and employees
- Ensure effective communication within the work place to ensure transparency
- Coordinates reports on project and project updates to all shareholders
- Maintain and monitor project plans, project schedules, work hours, budgets and expenditures
- Document and follow up on important actions and decisions from meetings
- Prepare necessary presentation materials for meetings
- Keep track of all project-related paperwork; ensure all needed materials are readily available
- Deliver on time all assigned tasks in a timely and efficient manner
Team Leader, Inbound Call Centre
Barclays Bank Ghana
03.2014 - 12.2016
- Company Overview: Service Excellence Unit
- Responsible for supervising the work of Call agents
- Finding ways to measure customer satisfaction and improve services
- Responsible for training staff to deliver a high standard of customer service
- Responsible for unblocking ATM cards, resolve blocked Internet banking access
- Responsible for managing the expectations of customers, followed up on their complaints and resolving those complaints
- Responsible for Receiving and responding to customer account inquiries on account balances, transaction details, statements and fees and charges
- Responsible for opening new accounts, closing accounts and managing vendor accounts
- Service Excellence Unit
Contact Centre Representative (National Service)
Barclays Bank Ghana
11.2013 - 03.2014
- Company Overview: Service Excellence Unit
- First point of contact for customers with complaints
- Responsible for informing and educating both new and existing customers on all the latest products and promoted products and services
- Responsible for recording inbound calls, tracking the calls to customers to ensure timely resolution of their complaints
- Any other duty assigned
- Service Excellence Unit
Education
MSc - International Business
Anglia Ruskin University
01.2023 - 07.2024
BA (Hons.) - Integrated Rural Art & Industry
Kwame Nkrumah University of Science and Technology (KNUST)
08.2009 - 06.2013
Senior High School Certificate - undefined
Ghana National College
08.2005 - 06.2008
Skills
- Relationship building and management techniques
- International marketing
- Brand Management Skills
- Problem solving skills
- Communication Skills
- Patience and Attentiveness
- Product Knowledge
- Ability to Read Customers
- Empathy
References
Contact emails and telephone numbers of referees are available upon request
Timeline
Customer service representative
Diligenta
02.2025 - Current
Health Care Assistant
Anchor Hanover
08.2023 - 07.2025
MSc - International Business
Anglia Ruskin University
01.2023 - 07.2024
Customer Relations Advisor/Administrator
Aeon Complex Limited
09.2017 - 10.2022
Team Leader, Inbound Call Centre
Barclays Bank Ghana
03.2014 - 12.2016
Contact Centre Representative (National Service)
Barclays Bank Ghana
11.2013 - 03.2014
BA (Hons.) - Integrated Rural Art & Industry
Kwame Nkrumah University of Science and Technology (KNUST)
08.2009 - 06.2013
Senior High School Certificate - undefined
Ghana National College
08.2005 - 06.2008
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