Open to opportunities

Ebenezer Thompson

@ebenezerthompson

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Customer service supervisor focused on quality, coaching, and recovery.

Ghana

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What I'm looking for

I seek a customer-focused role where I can lead teams, improve quality and KPIs, coach agents, and drive operational improvements in a collaborative culture.

I am a self-motivated customer service professional with experience across contact center supervision, multichannel support, and recovery operations. I bring strong attention to detail, dependability, and a track record of improving service quality and customer satisfaction.

At Zuzo Company Limited I coached agents, managed performance and escalations, led quality assurance initiatives, and produced reporting and trend analysis to drive service improvement. Previously I resolved complex customer inquiries across chat, email, voice, WhatsApp and social media, and handled payment recovery and collections processes.

I value teamwork, inclusiveness and integrity, and I seek opportunities where I can continue to develop as a leader while contributing measurable improvements to operations, KPIs, CSAT and overall customer experience.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Supervisor

Current

Zuzo Company Limited

Dec 2024 - Present (1 year 2 months)

Coach and develop contact center agents, drive performance management and quality assurance, and manage escalations to improve service recovery and customer satisfaction.

Coaching Quality Assurance Escalation Management Performance Monitoring Multichannel Support CRM

Customer Service Representative

Zuzo Company Limited

Jul 2023 - Nov 2024 (1 year 4 months)

Provided multichannel customer support handling inquiries on deposits, withdrawals and account issues across chat, voice, email and social platforms, improving customer relationships and experience.

Customer Support Troubleshooting Multichannel Support Email Support WhatsApp CRM

Recovery Officer

Maxcolour Ghana Tech

Mar 2023 - Jun 2023 (3 months)

Monitored outstanding payments, investigated historical receivables, conducted follow-ups via phone and email, and prepared collection reports to streamline the payment recovery process.

Debt Collection Accounts Receivable Reporting

Client Support / Sales Consultant

Steel Box International

Nov 2022 - Nov 2022 (0 months)

Marketed shipping container products on social media, advised customers on pricing and options, engaged leads to support purchasing decisions, and escalated confirmed orders for fulfillment.

Sales Customer Engagement Pricing Guidance Lead Qualification Customer Escalation

Inspection Officer

Metro Mass Transit Limited

Jan 2021 - Jan 2022 (1 year)

Monitored and evaluated fieldworker activities, assessed operational route risks and validity, and compiled reports during national service to support operational oversight.

Reporting Risk Assessment & Compliance

Administrative Officer

Prampram Polyclinic

Jun 2019 - Sep 2019 (3 months)

Recorded patient admissions, renewals and insurance forms, organized medical files, and collated statistics to support clinic administrative operations.

Medical Administration Records Management Data Entry Patient Registration Reporting

Sales Representative

Emmanuel Enterprise

Jan 2016 - Jan 2017 (1 year)

Prepared sales reports, supported pricing and promotions, and conducted cost-benefit analyses to maintain client relationships and drive sales activities.

Sales Reporting Pricing Strategy Negotiation Customer Relations