Martha Amoako
Accra
Summary
Experienced Customer Relationship Manager with a proven track record of delivering exceptional results. Demonstrated expertise in customer service, high-value customer management, and effective team leadership. Excels in engaging customers, resolving complex issues, and developing strategic initiatives to drive revenue growth and enhance the overall customer experience. Known for fostering strong business relationships and ensuring seamless service delivery.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Relationship Manager
MTN Ghana
02.2015 - Current
- Manage customer relations on ongoing basis to maximize customer retention.
- Deliver superior customer service to strengthen relationships and drive future business revenue.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Develop and execute innovative customer engagement strategies to increase revenue.
- Provided leadership and direction to the customer relationship management team from July 2015 to 2024 as team lead.
- Manage and maintain a database of high-value customer profiles.
- Drive cross-selling and upselling initiatives to boost revenue.
- Collaborate with internal stakeholders to enhance customer experience.
Inbound Calls Supervisor, Eagle Team
MTN Ghana
09.2009 - 02.2015
- Oversaw daily operations of my team, ensuring smooth workflow and timely completion of tasks.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for team members.
- Provided leadership and support in handling complex customer issues.
- Provided coaching.
- Ensured compliance with company policies and service procedures.
Contact Center Representative
MTN Ghana
12.2006 - 08.2009
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Educated customers on MTN products and services.
Flight Attendant
Ghana International Airlines
01.2006 - 05.2006
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
Program Assistant
Kofi Annan International Peacekeeping Centre
01.2005 - 08.2005
- Assisted with planning and coordinating day-to-day and special program activities.
- Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Provided administrative support to department leadership.
- Assisted with research work.
Education
Bachelor of Science in Business Administration - Human Resource Management
Ghana Institute of Management And Public Administration (GIMPA)
Achimota05.2010
Higher National Diploma (HND) - Secretarial and Management Studies
Accra Polytechnic
Accra07.2004
Senior Secondary School Certificate (SSSCE) -
Mfantsiman Girls Secondary School
Saltpond11.1999
Skills
- Customer Relationship Management
- High-Value Customer Portfolio Management
- Leadership & Team Management
- Conflict Resolution & Problem-Solving
- Cross-Selling & Upselling Strategies
- Data Analysis & Customer Insights
- Effective Communication & Negotiation
- Presentation skills
- Customer Value Management (Usage & Churn Risk Analysis)
- Microsoft Office Suite (Word, Excel, PowerPoint)
Certification
- Customer Engagement & Service Excellence
- Social Media Masterclass
- Design Thinking for Business Innovation
- Crucial Conversations & Conflict Resolution
- Beyond Customer Service
- Corporate Excellence & Profitability Strategies
- Effective Team Communication & Leadership
- Managing Up: Leadership for Career Growth
- Stress Management & Employee Effectiveness
Accomplishments
- CLF Team Lead of the Year – Customer Relationship Manager, 2015, MTN Ghana
- CLF Team Lead of the Year – Call Center, 2013, MTN Ghana
- Platinum Award, 04/01/09, Contact Center, MTN Ghana
- Golden Headset, 01/01/09 and 05/01/08, Contact Center, MTN Ghana
- Rising Star, 09/01/08, Contact Center, MTN Ghana
- Making a Difference Award, 07/01/08, 06/01/08 and 12/01/07
- Initiated ‘A Day with My Customer’ Program – Strengthened business relationships by recommending suitable MTN products.
- Enhanced Customer Experience Initiatives – Introduced customized birthday songs and special engagement for media stakeholders.
Timeline
Customer Relationship Manager
MTN Ghana
02.2015 - Current
Inbound Calls Supervisor, Eagle Team
MTN Ghana
09.2009 - 02.2015
Contact Center Representative
MTN Ghana
12.2006 - 08.2009
Flight Attendant
Ghana International Airlines
01.2006 - 05.2006
Program Assistant
Kofi Annan International Peacekeeping Centre
01.2005 - 08.2005
Bachelor of Science in Business Administration - Human Resource Management
Ghana Institute of Management And Public Administration (GIMPA)
Higher National Diploma (HND) - Secretarial and Management Studies
Accra Polytechnic
Senior Secondary School Certificate (SSSCE) -
Mfantsiman Girls Secondary School