Open to opportunities

Joseline Ahiekpor

@joselineahiekpor

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Ghanaian customer service expert with 12 years of experience.

Ghana

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What I'm looking for

I am looking for a role that values innovation and offers opportunities for growth.

I am a Ghanaian-trained customer service expert with twelve years of experience in the banking and telecommunication industries. My career has been defined by my ability to innovate, lead cross-functional teams, and deliver exceptional results. I thrive on recalibrating people's perceptions and raising the bar in customer service.

Currently, I work as a Client Relations Expert and Digital Marketer at Access Bank Ghana, where I achieve 100% response and resolution rates for customer inquiries across various platforms. My role involves cross-selling banking products and services, managing customer queries, and developing effective sales and marketing strategies. I am passionate about building sustainable relationships with customers and ensuring their needs are met efficiently.

Experience

Work history, roles, and key accomplishments

Current

Client Relations Expert/ Digital Marketer

Current

Access Bank Ghana

Apr 2016 - Present (9 years 2 months)

Achieved 100% response and resolution rate for customer issues via email, live chat, and social media platforms like Facebook, Twitter, and Instagram. Engaged stakeholders to ensure rapid resolution of customer queries and cross-sold bank products and services, converting online leads into customers. Participated in marketing campaigns to raise awareness of key products.

Customer Service Digital Marketing Email Support Live Chat Social Media Management Lead Conversion Marketing Campaigns Stakeholder Engagement

Outbound Call Agent

Vodafone Ghana

Feb 2016 - Apr 2016 (2 months)

Served as an Outbound Call Agent, achieving a daily target of reaching 200 customers via voice calls. Escalated customer feedback to ensure prompt resolution within defined turnaround times. Engaged stakeholders and cross-sold company products and services.

Outbound Calling Customer Engagement Customer Feedback Voice

National Service Personnel

Nestle Ghana Limited

Nov 2012 - Oct 2013 (11 months)

Maintained accurate records for sales meetings and managed documentation like bank receipts and sponsorships. Analyzed sales reports, recruited, trained, and supervised merchandisers, and prepared weekly market reports. Organized trade promotion activities and retailer engagement forums to improve sales practices and gather market insights.

Sales Analysis Merchandiser Supervision Training Trade Promotion Documentation Management

Education

Degrees, certifications, and relevant coursework

University of Professional Studies

MA Brands and Communication Management, Brands and Communication Management

2023 - 2024

Pursued a Master's degree focusing on brands and communication management. Studied advanced concepts in strategic branding, marketing communication, and media relations.

Valley View University

BBA-Marketing, Marketing

2008 - 2012

Completed a Bachelor of Business Administration with a specialization in Marketing. Gained knowledge in marketing principles, consumer behavior, and strategic marketing.

Institute of Commercial Management (ICM UK)

Single Subject Diploma / Certificate, Human Resource Management

2008 - 2008

Obtained a Single Subject Diploma/Certificate in Human Resource Management. Focused on key principles and practices within the HR field.

Ofori Panin Secondary School

Senior Secondary School Certificate, Science

2004 - 2007

Completed Senior Secondary School Certificate with a focus on Science subjects. Studied core scientific disciplines.

All Nations University Computer School

Computer Training Certificate, Computer Training

2004 - 2004

Completed a computer training program focusing on essential software applications. Gained proficiency in Microsoft Word, Excel, PowerPoint, and Internet Explorer.