Rachel Naa Adei Broohm
London
Summary
Dedicated Customer Service Officer with a strong background in client relations, issue resolution, and administrative support. Known for delivering exceptional customer experiences through effective communication, problem-solving, and a customer-centric approach. Experienced in handling inquiries, managing customer databases, and supporting organizational operations to ensure service excellence.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Administrative & Client Support Assistant
Gateway Wealth Management
, Ghana
05.2021 - 10.2022
- Responded to customer inquiries and resolved service issues, ensuring high client satisfaction
- Maintained client records using CRM software, ensuring data accuracy and privacy
- Scheduled client meetings and followed up on inquiries to maintain strong relationships
- Provided administrative support to team members and ensured smooth office operations
- Dealt with correspondence, ensuring clear and effective communication throughout the organisation.
- Managed incoming calls, ensuring prompt response and resolution.
Customer Service Representative
National Communications Authority
, Ghana
09.2019 - 08.2020
- Handled large volumes of public inquiries, delivering consistent and high-quality customer support
- Recorded and tracked customer issues using ticketing systems and escalated when necessary
- Maintained strong working knowledge of services to effectively assist users and resolve queries
- Contributed to improvements in customer service protocols and communication strategies
- Answered customer telephone calls promptly and improved on-hold wait times.
Public Relations & Service Intern
Ghana Ports & Harbours Authority
, Ghana
07.2018 - 08.2018
- Assisted in handling media inquiries and public engagement tasks
- Provided front desk support and helped resolve customer queries and direct them to appropriate departments
- Helped organize stakeholder communication materials and internal updates
- Sought feedback actively and used it to improve performance.
- Wrote and edited articles for company's website.
Education
MSc - Marketing & Brand Management
Kingston University
01.2023 - 01.2024
B.A - Communication Studies, Journalism
Ghana Institute of Journalism
09.2015 - 05.2019
Skills
- Customer Service & Support
- Complaint Resolution
- CRM Systems
- Verbal & Written Communication
- Administrative Support
- Data Entry & Management
- Team Collaboration
- Client Relationship Management
- Multichannel Communication
- Office Administration
- Customer Retention Strategies
HOBBIES
- Writing
- Listening to music
- Exploring different cultures
- Customer interaction and service improvement strategies
Timeline
MSc - Marketing & Brand Management
Kingston University
01.2023 - 01.2024
Administrative & Client Support Assistant
Gateway Wealth Management
05.2021 - 10.2022
Customer Service Representative
National Communications Authority
09.2019 - 08.2020
Public Relations & Service Intern
Ghana Ports & Harbours Authority
07.2018 - 08.2018
B.A - Communication Studies, Journalism
Ghana Institute of Journalism
09.2015 - 05.2019
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