Kenny Bentum Jnr
@kennybentumjnr
Senior call center and customer service professional improving retention, SLA compliance, and resolution quality through CRM expertise.
GhanaWhat I'm looking for
Results-driven call center representative with 4+ years of expertise managing high-volume inbound and outbound operations while consistently exceeding customer satisfaction targets. I optimize call handling to reduce escalations and drive retention through exceptional problem resolution, active listening, and strong telephone etiquette.
In my most recent role, I processed 50+ customer service calls daily and achieved 95%+ customer satisfaction by strengthening how I resolve issues and follow up. I also improved turnaround and quality outcomes by reducing customer email response time by 40%, maintaining SLA compliance, and delivering 98% first-contact resolution through thorough research and CRM documentation.
As a Senior Call Center Representative, I owned call center performance across high-volume workloads—maintaining 92% first-call resolution, exceeding monthly metrics by 20%, and managing 100+ daily interactions. I’m also experienced in quality assurance & monitoring, confidentiality and compliance, and coaching others (including training 8+ representatives), with a consistent track record of measurable efficiency and customer experience improvements.
Experience
Work history, roles, and key accomplishments
Handled high-volume inbound and outbound customer service inquiries, achieving 95%+ customer satisfaction through strong telephone etiquette and problem resolution. Improved SLA adherence and first-contact resolution by optimizing response times, AHT, CRM documentation, and confidentiality compliance.
Senior Call Center Representative
University of New Haven
Jan 2021 - Dec 2023 (2 years 11 months)
Managed call center operations for Residential Life, responding to 200+ monthly inquiries across phone, email, and chat while maintaining a 92% first-call resolution rate. Escalated priority issues and improved resolution efficiency, customer satisfaction, and CRM documentation accuracy while maintaining confidentiality and compliance.
Senior Call Center Representative
Kingdom Full Tabernacle International Ministries
Sep 2020 - Oct 2021 (1 year 1 month)
Processed 100+ daily customer interactions, maintaining 94% customer satisfaction and contributing to improved retention through active listening and complaint handling. Supported operational reliability via proactive VOIP maintenance, coached new representatives, and led advocacy/process improvement initiatives.
Banking Operations Intern
Bank of Ghana
Jul 2015 - Aug 2016 (1 year 1 month)
Assisted 200+ clients with enrollment processes and payment plan selection while improving onboarding efficiency and customer support quality. Supported regulatory/audit compliance activities, maintained high data entry accuracy, and contributed to customer retention through communication and issue resolution.
Education
Degrees, certifications, and relevant coursework
University of New Haven
Master of Business Administration, Business Administration
Earned a Master of Business Administration from the University of New Haven, completed in December 2023.
Methodist University College
Bachelor of Business Administration, Business Administration
2017 -
Completed a Bachelor of Business Administration at Methodist University College starting in Fall 2017.
Availability
Location
GhanaAuthorized to work in
Job categories
Skills
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