Open to opportunities

Joanitta Nettey

@joanittanettey

Customer Service Advisor delivering rapid issue resolution, de-escalation, and retention-focused support for healthcare and B2B clients.

Ghana

Message

What I'm looking for

I’m looking to contribute as a Client Support Specialist for healthcare facilities, using proactive problem-solving, clear communication, and high accountability to resolve issues quickly and protect client relationships.

I’m a Customer Service Advisor and call-center support professional who resolves 95% of client issues within 24 hours, driving client retention rates above 80%. In fast-paced environments, I manage high call and email volumes while keeping communication clear, professional, and calm—especially when tensions run high.

I bring B2B communication skills, strong lead qualification and live transfer accuracy, and disciplined follow-up through mail and coordinated escalation to supervisors for immediate rectification. Previously, I supported business growth through sales and marketing work—boosting sales leads by 30% in 4 months and improving brand awareness by 25% in 5 months—using KPI reporting, customer data analysis, and competitor monitoring to sharpen targeting and outreach.

Experience

Work history, roles, and key accomplishments

Current

Call Center Agent

Current

Calls Experts

Mar 2025 - Present (1 year 3 months)

Handled inbound and outbound calls with clear, professional customer communication while qualifying leads and completing accurate live transfers. Met performance targets in a remote environment and maintained up-to-date customer records.

Inbound Calls Lead Qualification Call Transfer Customer Service De escalation

Customer Service Advisor

Concentrix Ghana

Sep 2023 - Feb 2025 (1 year 5 months)

Resolved customer inquiries and problems in a timely manner while de-escalating tense situations with a calm, professional approach. Escalated unresolved issues to supervisors and supported follow-ups via mail, contributing to 95% of issues resolved within 24 hours and retention above 80%.

Customer Support De escalation Escalation Management

Marketing Personnel

Daily Water Company

Mar 2023 - Jun 2023 (3 months)

Maintained audience profile databases, monitored industry and competitor activity, and produced KPI reports to support targeting decisions. Analyzed customer data for campaign insights and conducted home visits to strengthen brand loyalty.

Audience Targeting KPI Reporting Competitor Analysis Market Research Home Visits Lead Generation

Assistant Sales and Marketing

Memorial Ghana

Aug 2022 - Dec 2022 (4 months)

Managed relationships with existing customers, generated new business leads, and supported branding and promotional campaign execution. Improved brand awareness and market share, working with design teams to create materials aligned to brand standards while tracking competitor trends.

Customer Relationship Management Lead Generation Branding Campaigns Market Share Growth Advertising and Promotion