Emmanuel Armah Buah
Hull
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Teleperformance Company Limited
Glasgow
02.2023 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Educated customers on loan repayments arrangement and confirmed their potential to pay their loans.
- Processed 6 digit card transactions for customers to help the make payment towards their loan balance.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Assisted customers with making payments or establishing payment plans to reduce loan balances.
- Investigated refund claim and facilitated its creation.
- Helped process loan repayment through varied channels.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Improved customer service wait times to mitigate complaints.
HEAD,CONTACT CENTRE
ZENITH BANK GH. LIMITED
ACCRA
10.2005 - 06.2009
- Training of new staff in the Unit;
- Organizing and supervising activities in the unit;
- Held meetings regularly to discuss the performance of the team;
- Was responsible for controlling telephone costs in the bank, we were charged the responsibility of making external calls on behalf of staff in order to moderate abuse of telephone conversations;
- Helped customers find specific products, answered questions and offered product advice.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Managed employee scheduling in accordance to the shift system operations.
Education
Master of Business Administration - Finance
University of Cape Coast
Bachelor of Arts - Economics/Study, Religion
University of Ghana
INFORMATION SECURITY-LEAD IMPLEMENTER ISO 27001
PECB
Virtual12.2020
Skills
- Report Creation
- Card Payment Processing
- Microsoft Office Suite
- Understanding Customer Needs
- Operations Management
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Upselling Products and Services
- Customer Retention Strategies
- Handling Difficult Customer complaints
- Data Entry
Accomplishments
- Highest cost savings of over 4 million in 2017 financial year for Zenith Bank.
- Long Service Award-Zenith Bank Gh. Limited (10 years in the bank).
- Held talks with contract staff to motivate them to pursue further education to develop themselves
Certification
Salesforce Customer Portal Training
Zendesk Training
Operational risk, Sustainability and Environmental Risk;
Management Leadership 101 (Talent Equip Consulting Company, Nigeria - Sept. 2015);
Banking Frauds & Other Financial Crimes (National Banking College, Accra - Aug 2014)
Business Writing and Presentation Skills Superior; Customer Service Training (in August 2017);
Timeline
Customer Service Representative
Teleperformance Company Limited
02.2023 - Current
HEAD,CONTACT CENTRE
ZENITH BANK GH. LIMITED
10.2005 - 06.2009
Master of Business Administration - Finance
University of Cape Coast
Bachelor of Arts - Economics/Study, Religion
University of Ghana
INFORMATION SECURITY-LEAD IMPLEMENTER ISO 27001
PECB
Similar Profiles
Trewith TriwatanaTrewith Triwatana
Telemarketing Executive at Teleperformance Company Limited ThailandTelemarketing Executive at Teleperformance Company Limited Thailand
Aman GoswamiAman Goswami
NA at Teleperformance global private limited companyNA at Teleperformance global private limited company
Yvonne BaahYvonne Baah
NA at Dameba Company Limited, Display and Bargain Company Limited Quizno’s Restaurant Company Limited Soft Company Limited, Courtesy International HotelNA at Dameba Company Limited, Display and Bargain Company Limited Quizno’s Restaurant Company Limited Soft Company Limited, Courtesy International Hotel
JENNIFER TWENEBOAHJENNIFER TWENEBOAH
Special education teacher at VIBE TEACHING, TURNEY SCHOOLSpecial education teacher at VIBE TEACHING, TURNEY SCHOOL
Sandra MammoSandra Mammo
Interpreter at AA GlobalInterpreter at AA Global