Summary
Overview
Work history
Education
Skills
Interests
Timeline
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FRANCOIS FRIMPONG

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

15
15
years of professional experience

Work history

Customer service advisor

Day Lewis Plc
LONDON, CITY OF LONDON
09.2019 - 10.2023
  • Logged call details and customer information in secure systems, improving data collection measures
  • Handled high call volumes with accuracy and efficiency for optimum productivity
  • Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction
  • Used outstanding problem-solving and communication skills to appease dissatisfied customers.
  • Answered 60+ telephone calls per day with professionalism.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Registered and updated accurate customer information on database.

Call centre service agent

Day Lewis Plc
LONDON, City of London
08.2014 - 09.2019
  • Engaged clients with sales opportunities to secure valuable transactions.
  • Maintained client databases with updated customer information and current service plan agreements.
  • Recorded customer information and interactions.
  • Created timely follow-up alerts for increased sales conversions and completions.
  • Processed orders quickly, providing customers with accurate order information.
  • Answered customer enquiries with excellent customer service skills.
  • Established positive customer rapport using multiple communication channels.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.

Telesales Representative

NCP Ltd
Manchester
01.2014 - 08.2014
  • Worked cohesively within a team environment
  • Handled inbound telephone calls from interested customers
  • Maintained and recorded customer information in database
  • Trained new hires and led team of 10 telemarketers
  • Attended regular product training to enhance customer advice.

Inbound call centre agent

NEXT DIRECTORY
Leicester, Leicestershire
05.2011 - 12.2013
  • Emailed customers comprehensive service information, contracts and after-care support packages.
  • Ordered prompt product dispatch to meet business delivery timeframes.
  • Established positive customer rapport using multiple communication channels.
  • Promoted current services and offers using expert product knowledge.
  • Recorded customer information and interactions.
  • Coordinated in-person visits with sales representatives to progress customer engagement.
  • Monitored market trends to remain ahead of competitor activity.
  • Anticipated clients' commercial needs and made appropriate recommendations.

Inbound call centre agent

READERS DIGEST
LEICESTER, Leicestershire
05.2008 - 04.2011
  • Used outstanding problem-solving and communication skills to appease dissatisfied customers.
  • Maintained accurate knowledge of current services to provide informative customer advice.
  • Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Acted as first point of contact for customer issues and queries.
  • Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
  • Navigated internal computer database for smooth client interactions.
  • Delivered exceptional after-sales customer care to promote customer loyalty.

Education

Bachelor of Science - Sports Science

Loughborough University
Loughborough
08/2006 - 07/2008

Certificate of Higher Education - SPORTS SCIENCE

Loughborough College
Loughborough
09/2004 - 08/2006

GCSEs -

New College Leicester
Leicester
09/2001 - 07/2003

Skills

  • Customer communications
  • Inbound call handling
  • Customer rapport building
  • Resolving issues
  • Personable telephone manner
  • SOFTWARE/SYSTEM SKILLS
  • Microsoft Office - Word, Excel, PowerPoint, Access, Outlook
  • Queue management
  • Record maintenance
  • Data verification procedures
  • Customer experience
  • Transaction processing
  • Payment processing
  • Data confidentiality
  • Dispute resolution

Interests

Voluntary work with Charitable Organisations Counselling Travelling Cycling

Timeline

Customer service advisor

Day Lewis Plc
09.2019 - 10.2023

Call centre service agent

Day Lewis Plc
08.2014 - 09.2019

Telesales Representative

NCP Ltd
01.2014 - 08.2014

Inbound call centre agent

NEXT DIRECTORY
05.2011 - 12.2013

Inbound call centre agent

READERS DIGEST
05.2008 - 04.2011

Bachelor of Science - Sports Science

Loughborough University
08/2006 - 07/2008

Certificate of Higher Education - SPORTS SCIENCE

Loughborough College
09/2004 - 08/2006

GCSEs -

New College Leicester
09/2001 - 07/2003
FRANCOIS FRIMPONG