Experience

Vodafone Ghana

• Ghana
• Telecommunications
• 100 - 200 Employee

• Revenue Management & Touch Point System Analyst at Vodafone Ghana

  • Jan 2019 - Present



Vodafone Ghana

• Business Support Analyst



Vodafone Ghana

• Service Desk Analyst

  • 2012 - 2014

  Major Responsibilities • Act as 1st Line Support person in resolving customer complaints • Assign complaints that cannot be resolved by 1st line support to appropriate 2nd line support teams • Follow up pending complaints • Communicate resolution of complaints to customers and ensure they are satisfied with resolution. Major Achievements • Provided 1st line support to customers, thereby shortening customer complaint resolution time • Provided effective follow up on pending customer complaints by liaising with customers and 2nd line support teams to ensure resolution of complaints, thereby ensuring that customer complaints were not left unattended to unduly • Due to excellent human relation/communication skills, customers promptly reported their complaints to the helpdesk Show less



Ghana Telecommunications Company

• Customer Service Representative

  • 2006 - 2009

  Major Achievements • Ensured customer complaints were dealt with successfully. • Assisted in improving the call answer times to 60%. • Ensured all team deadlines and targets were met. • Attracts potential customers by answering product and service questions; suggesting information about other products and services. • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Recommends potential products or services to management by collecting customer information and analysing customer needs. • Prepares product or service reports by collecting and analysing customer information. • Contributes to team effort by accomplishing related results as needed. Roles and Responsibilities • Ability to cope with changing priorities. • Handling multiple priorities in a time sensitive and dynamic environment • Strong team player who has the ability to work across geographical borders • Escalating and identify any critical issues • Assigned the tasks of providing timely responses to the queries and complaints of customers • Understanding of and commitment to the implementation of equal opportunities. • Extensive knowledge of call logging software. • Knowledge of health and safety issues. Show less