Emmanuel Mensah

T

CUSTOMER SUPPORT REPRESENTATIVE

Taptap Send UK Limited (Remote)

Sep 2022 - Jul 2023 (11 months)

Received and responded to customer queries via inbound Calls, SMS, WhatsApp, and E-mails Handled VIP calls and provided the highest level of professionalism on the channel Ensured customer queries get resolved through timelines set via escalations Suggested improvements to our processes, policies, and documentation to meet customer needs Achieved and maintained excellent results by adhering to guidelines and standards Tools used for escalations: Zendesk, Slack, Asana, Deputy, LastPass, Onfido.

S

CONTACT CENTER AGENT

Sports Betting Group Ghana Limited

Jan 2019 - Aug 2022 (3 years 8 months)

Proficient with customer experience, problem-solving skills, managing customers, and understanding personality differences Answered calls, chats, and e-mails for Betway Ghana Logged cases to the appropriate team on a system known as Customer Relationship Management (CRM) Checked on player/customer account information and transactions using Back Office Administration Tool (BOAT) Made outbound calls to players/customers when appointed by Floor Manager Responded to social media queries on Facebook, Twitter and WhatsApp using the Sprout Social Application

e

BRAND AMBASSADOR

e-Services Africa Limited

May 2016 - Jan 2019 (2 years 9 months)

Answered calls for our clients the Electricity Company of Ghana Logged faults cases to District Engineers on a system called Incident Management System (IMS) Answered customer queries and handling or checking billing issues on a system called Commercial Management System (CMS) Maintained and improved upon quality results by adhering to guidelines and standards Performed other duties as assigned by either the Team Leader or Supervisor. Meeting set targets for Key Performance Indicators

G

VOLUNTEER

Ghana Health Service

May 2016 - Nov 2016 (7 months)

Distributed mosquito nets in and around Osu municipality Took records and details of beneficiaries after distribution Educated beneficiaries on the importance of using mosquito nets Submitted daily reports to Supervisor

R

ADMINISTRATOR

Riitco Company Limited

Jan 2015 - Jan 2016 (1 year 1 month)

Run the day-to-day sales activities. Made accounts with the CEO on monthly basis and managed office equipment. Ensured an extremely good relationship between our customers and the company. Organized and arranged meetings with the CEO. Doubled as a cashier when the actual cashiers may not be present at work.

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