Freda Narh
@fredanarh
Customer-focused Customer Service Specialist with 10+ years of experience in process optimization an
What I'm looking for
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
CX Report Analyst
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.
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 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.
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 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.
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.
Education
Degrees, certifications, and relevant coursework
University of Ghana
Master of Science, International Business
University of Ghana
Bachelor of Arts, Information Studies
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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