Diana Tackie

Provide frontline customer support by resolving inquiries, complaints, and service issues while maintaining customer satisfaction. Meet KPIs including low average handling time and 100% quality scores and support compliance with health insurance policies and internal procedures.

Support clients through the full travel booking process with tailored recommendations and service guidance. Manage customer communication across email, phone, SMS, and WhatsApp, resolve booking and itinerary issues, and maintain accurate customer records and interaction notes.

Trained in digital customer service, managing multiple real-time touchpoints via LiveChat and phone interactions. Assisted with upselling, resolved customer issues promptly, and contributed to customer engagement and retention based on feedback.

Manage communication with internal and external stakeholders to support clear collaboration and client relationships. Coordinate meetings and appointments and manage client-related documentation to protect sensitive information.

Serve as the first point of contact for customers, resolving inquiries and directing them to appropriate departments for swift issue resolution. Collect customer feedback to support service improvements while maintaining professional responsiveness.

Earned a BA in Political Science from the University of Ghana (Legon), completing the degree from 2016 to 2020.

Completed a Virtual Assistant program with ALX in Accra, focused on developing virtual administrative and support skills.

Completed a Digital Customer Service Training Program in Accra, building skills in real-time customer support across LiveChat and phone interactions.