Open to opportunities

Frederick Sam Inkoom

@fredericksaminkoom

Remote customer support and lead qualification specialist, combining CRM expertise to deliver fast, efficient client experiences.

Ghana

Message

What I'm looking for

I’m looking for fully or mostly remote roles where I can own multi-channel customer support and CRM workflows, qualify leads using BANT, and improve operational efficiency through better processes and knowledge bases.

I’m a results-driven remote professional with 3+ years of experience delivering exceptional customer support, administrative coordination, and sales qualification across banking, insurance, and BPO environments. I manage high-volume CRM workflows in Salesforce and Zendesk across voice, chat, and email, resolving complex client issues while driving measurable outcomes, including a 12% reduction in Average Handle Time. I thrive in asynchronous, multi-time zone remote work and focus on frictionless client experiences and operational efficiency at scale.

In my lead qualification work, I serve as a primary point of contact for high-value insurance leads, qualifying prospects using rigorous BANT probing and maintaining strong Live Transfer success through active listening and objection handling. I also build and improve operational systems—such as localized knowledge bases, scheduling across time zones, and report generation—documenting and escalating systemic issues to support continuous service delivery improvements.

Experience

Work history, roles, and key accomplishments

Current

Lead Qualifier Specialist

Current

Calls Experts

Nov 2025 - Present (8 months)

Qualifies high-value insurance leads as the primary contact, using BANT probing before handing prospects to advisors. Maintains lead records in Salesforce and supports live transfer success through objection handling and rapport building.

Lead Qualification Objection Handling Live Transfers Active Listening Salesforce Data Entry

Client Advisory

Ubiquity Ghana

Nov 2024 - Nov 2025 (1 year)

Coordinated client orders, payment processing, and complex scheduling across multiple time zones while ensuring SLA compliance. Developed a localized knowledge base and documented/escalated systemic issues to improve service delivery.

Payment Processing SLA Management Knowledge Base Systems Documentation Escalations

Customer Service Advisor

Concentrix Ghana

Nov 2023 - Nov 2024 (1 year)

Provided fast, accurate, and empathetic support via chat, email, and messaging to resolve inquiries and complaints. Troubleshot issues using client systems/knowledge bases and managed high-volume queues with thorough documentation and follow-up.

Customer Support Chat Support Email Support Messaging Knowledge Base Order Processing Queue Management Documentation Quality Assurance

National Service Personnel

Agricultural Development Bank

Nov 2022 - Oct 2023 (11 months)

Supported daily branch operations through accurate record-keeping, data collection, and physical/digital filing. Served as a frontline liaison for banking product inquiries, including onboarding new clients and maintaining compliant account documentation.

Branch Operations Support Record keeping Data Collection Client Liaison Banking Product Inquiries Onboarding & Support Bank Account Documentation Regulatory Compliance

Associate Finance Officer

Godrej Ghana

Jan 2021 - Oct 2022 (1 year 9 months)

Produced weekly operational reports and managed high-volume invoicing with 100% accuracy using Google Sheets and Docs. Supported executives with meeting coordination and calendar management, and identified reporting discrepancies to improve data reliability.

Operational Reporting Invoicing Google Sheets Google Docs Meeting Coordination Calendar Management Data Administration

Intern & Trainee Officer

Agricultural Development Bank

Jun 2020 - Present (6 years 1 month)

Performed administrative tasks supporting staff operations and collected data with an emphasis on accuracy. Contributed to customer relations through administrative and operational support.

Administrative Support Operations Support Data Collection Customer Relations

Education

Degrees, certifications, and relevant coursework

University of Cape Coast

Bachelor of Commerce, Accounting

2018 - 2022

Grade: Second Class Upper Division

Activities and societies: Key coursework included Financial Accounting, Taxation, Auditing & Assurance, Corporate Financial Analysis, Management Accounting, and Business Law. Received the Dean's Award (2018).

Earned a Bachelor of Commerce (Accounting) from the University of Cape Coast (2018–2022), studying courses including Financial Accounting, Taxation, Auditing & Assurance, and Management Accounting.