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Dzifa Tetteh

@dzifatetteh

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Virtual Assistant supporting clients with calendars, confidential documents, and meeting materials.

Ghana

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What I'm looking for

I'm seeking a Virtual Assistant role where I can provide administrative support, manage schedules and correspondence, organize files, and help improve team productivity.

As a freelance Virtual Assistant, I support clients with email, calendar organization, and personal document management. I also prepare meeting materials and handle confidential information with discretion.

I schedule appointments, organize meeting agendas, and assist with presentations and documents using Microsoft Office Suite. I conduct online searches and provide basic troubleshooting for web-related issues.

At Cellulant Ghana Ltd, I delivered customer support as an Associate Analyst - Customer Success, using Freshdesk and Freshchat to address support tickets. I applied an escalation matrix and helped facilitate timely resolution of technical and service issues.

Previously, as Customer Success Lead at Cellulant Ghana Ltd, I handled customer queries, monitored agent performance, and trained junior staff. I also supervised refunds and the reprocessing of transactions for services not fulfilled.

Experience

Work history, roles, and key accomplishments

Current

Freelance Virtual Assistant

Current

Self Employed

Nov 2023 - Present (2 years 11 months)

Provided remote administrative support including email management, scheduling, document preparation, and research. Handled confidential information with discretion and resolved client issues proactively.

Microsoft Office Email Management Scheduling Documentation Preparation Research Confidentiality Troubleshooting Multitasking Time Management

Associate Analyst - Customer Success

Cellulant Ghana Ltd

Jan 2023 - Mar 2024 (1 year 2 months)

Delivered first-level customer support with an average response time of 2 minutes and 45 seconds and a satisfaction rating of 85.6%. Operated CRM platforms to address an average of 25 support tickets daily and applied escalation matrices to minimize resolution delays.

Customer Support CRM Freshdesk Freshchat Escalation Management Communication Skills Problem Solving Customer Relationship Management KPI Monitoring

Customer Success Lead

Cellulant Ghana Ltd

Sep 2019 - Feb 2023 (3 years 5 months)

Resolved customer queries, served as liaison between Mobile Network Operators and merchants, and ensured query resolution per SLAs. Supervised refunds and reprocessing of over 60 transactions and handled 40 calls per day.

Customer Service Communication Skills SLA Management Team Mentoring Performance Monitoring Reconciliations Problem Solving Reporting

Customer Service Agent

National Service Personnel

Sep 2018 - Sep 2019 (1 year)

Handled over 150 outbound calls daily for customer feedback and resolved complaints. Monitored all customer contact channels and processed failed transactions.

Customer Service Outbound Calling Complaint Resolution Transaction Processing Multichannel Support Communication Skills

Sales and Marketing Intern

Electroland Ghana Limited

Jul 2016 - Aug 2017 (1 year 1 month)

Assisted with sales and marketing activities including electronic marketing, personal selling, and market research. Supported the sales team with administrative tasks and contributed ideas for revenue growth.

Sales Marketing Market Research Cold Calling Networking Administrative Support Analytical Skills