Open to opportunities

DANIEL OSEI-SOMUAH

@danieloseisomuah

Message

Results-driven Customer Service Representative with 15 years of experience.

Ghana

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a results-driven Customer Service Representative with over 15 years of experience dedicated to enhancing customer satisfaction in fast-paced environments. My proven track record includes achieving a 25% increase in customer satisfaction ratings and a remarkable 95% resolution rate on first-touch interactions. I excel at building meaningful relationships and anticipating customer needs through personalized communication, ensuring that every interaction is a positive one.

Throughout my career at ABSA Bank Ghana Ltd, I have successfully managed customer inquiries and provided exceptional support, which has led to significant improvements in service delivery. My ability to analyze customer feedback and develop strategic solutions has contributed to a 30% reduction in average response times. I am proficient in CRM tools such as Zendesk and Google Suite, leveraging technology to streamline operations and enhance the overall customer experience.

With a bold approach to problem-solving and a commitment to teamwork, I thrive in collaborative environments. I am currently pursuing a Google Data Analytics Professional Certificate to further enhance my skills and stay ahead in the evolving landscape of customer service.

Experience

Work history, roles, and key accomplishments

Personal Banker/Customer Service Representative

ABSA Bank Ghana Ltd

Apr 2016 - Jul 2023 (7 years 3 months)

As a Personal Banker, I built professional relationships with customers, achieving a 25% increase in satisfaction and a 95% resolution rate for inquiries. I analyzed feedback to develop strategic solutions, collaborated with teams to enhance customer experience, and maintained records in Zendesk.

Problem Solving CRM Tools Team Collaboration Cross Selling Time Management

Customer Service Representative

ABSA Bank Ghana

Apr 2016 - Jul 2023 (7 years 3 months)

I have 15 years experience in Customer Service, I've transformed challenges into opportunities, leading to a 25% increase in customer satisfaction. I thrive in fast-paced environments, achieving a 95% resolution rate on first-touch interactions and reducing response times by 30%. I am passionate about leveraging technology to improve service delivery.

Communication Skills Problem Solving Interpersonal Skills Time Management Multitasking Technology Organizational Skills Collaboration

Forex Clerk/Branch Operations Officer

ABSA Bank Ghana Ltd

Dec 2009 - Mar 2016 (6 years 3 months)

In my role as a Forex Clerk, I revamped transaction processes, achieving a 20% increase in operational efficiency. I resolved complex customer issues, collaborated with departments to enhance service, and conducted training sessions to improve customer understanding of banking products.

Problem Solving Customer Training Team Collaboration Critical Thinking Communication Skills