Felix Obeng

I am an empathetic customer service professional with a proven record of resolving customer concerns across chat, email, phone, and in-person channels. I consistently meet and exceed performance KPIs while maintaining accuracy and customer focus.

At Universal Merchant Bank I support over 90 customers daily, achieving a 97% accuracy rate and resolving 94% of inquiries on first contact, which contributed to a 16% boost in satisfaction scores. I escalate complex cases appropriately to ensure zero unresolved complaints.

Previously at NeatHands Roofing Systems I developed and managed a customer database of over 500 accounts, created the company's social media and Google My Business profiles, and implemented digital campaigns to drive visibility and sales. My process improvements reduced complaint resolution time by 33% and recurring issues by 24%.

I am TEFL certified and trained as a Customer Service Representative, and I bring strong collaboration, communication, and technical proficiency to roles that require empathy, problem solving, and a focus on customer retention.