Open to opportunities

Freda Narh

@fredanarh

Message

Customer-focused Customer Service Specialist with 10+ years of experience in process optimization an

Ghana

Message

What I'm looking for

Seeking a challenging role in a dynamic environment where I can leverage my expertise in process optimization and customer service to drive efficiency and quality.

As a dedicated Customer Service and Experience Specialist, I bring over a decade of expertise in enhancing customer satisfaction and streamlining processes. My journey includes roles such as CX Report Analyst, Customer Support Specialist, and Client Service Manager, where I've consistently delivered results in high-paced environments.

My professional path has equipped me with a strong foundation in CRM systems like Salesforce and Zendesk, allowing me to drive efficiency and quality. I've successfully managed large volumes of customer inquiries, implemented process improvements, and provided actionable insights through data analysis.

With a Master's in International Business and a Bachelor's in Information Studies, I've developed a keen ability to foster transparent communication and empower teams. My commitment to excellence is evident in my achievements, such as increasing operational efficiency by 15% and reducing customer cancellations by 5%.

Experience

Work history, roles, and key accomplishments

Current

CX Report Analyst

Current

Multichoice Ghana

Jul 2023 - Present (1 year 11 months)

Implemented dynamic scheduling systems, increasing operational efficiency by 15%. Analyzed customer interaction trends, providing actionable insights to improve service delivery. Delivered accurate and timely management reports to support strategic decision-making.

Process Optimization Data Analysis Reporting CRM Systems

Customer Support Specialist

Petra

Mar 2023 - Jul 2023 (4 months)

Managed over 70 customer interactions daily across phone, email, and web chat, leveraging Salesforce for accurate tracking and resolution. Exceeded company benchmarks by achieving an 85% customer satisfaction rate through tailored solutions.

Customer Support Salesforce Customer Satisfaction

Customer Support Specialist

Bolt

Dec 2022 - Mar 2023 (3 months)

Resolved customer queries efficiently via Zendesk, maintaining a high-quality customer experience. Escalated technical issues to relevant teams for swift resolution while guiding users through app functionalities.

Customer Support Zendesk Troubleshooting

Client Service Manager

Insel Communications

Aug 2022 - Dec 2022 (4 months)

Managed relationships with major clients, including AirtelTigo and Unilever, ensuring satisfaction and timely project delivery. Conducted regular meetings and presented progress updates, fostering transparent communication.

Client Relationship Management Project Delivery Communication Stakeholder Engagement

Client Service Executive

Publicis West Africa

Apr 2022 - Aug 2022 (4 months)

Coordinated communication projects for Nestle Central and West Africa, ensuring quality and timeliness. Organized team schedules and coordinated travel arrangements for production projects.

Project Coordination Communication Scheduling Quality Assurance

Call Centre Team Lead

Blu Telecommunications

Dec 2021 - Apr 2022 (4 months)

Supervised a team of five, ensuring exceptional service delivery and achieving key performance targets. Conducted coaching sessions to improve team efficiency and customer satisfaction.

Team Leadership Service Delivery Performance Management Coaching Customer Satisfaction