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Nathalia Awuku

@nathaliaawuku

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Customer Service Representative at Teleperformance Ghana who handled customer cases and supported new-agent onboarding.

Ghana

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What I'm looking for

I'm open to opportunities where I can build on my existing experience, learn new skills, and contribute meaningfully to an organisation.

At Teleperformance Ghana, I handled customer concerns through email and telephone, investigating account information and documenting findings, actions, and outstanding issues.

I worked toward a 48-hour case-resolution target and followed up on unresolved or repeat cases. I consistently met and exceeded assigned performance targets and maintained strong quality assurance results.

I supported new-agent onboarding through shadowing sessions, demonstrated case-handling procedures, and reviewed cases submitted by new agents. I also assisted colleagues with difficult customer cases.

At MGA CONSULTING GHANA LIMITED, I contacted prospective business clients and introduced consulting services. I also assisted with training programmes by preparing materials, contacting participants, and following up on arrangements.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Teleperformance Ghana

Jul 2023 - Jul 2025 (2 years)

Managed 40 customer interactions daily via email and telephone, investigated concerns, and updated case notes. Supported new-agent onboarding and assisted colleagues with difficult cases.

Customer Service Complaint Resolution Case Documentation Email Communication Phone Communication Onboarding Support Quality Assurance

Training Support

MGA Consulting Ghana Limited

Apr 2023 - Jun 2023 (2 months)

Assisted in organizing training programmes, prepared materials, and contacted participants to confirm attendance and share details.

Training Support Material Preparation Communication Skills Coordination

Sales Representative

MGA Consulting Ghana Limited

Oct 2022 - Mar 2023 (5 months)

Contacted prospective business clients, introduced consulting services, and followed up to support business development. Assisted in organizing training programmes and preparing materials.

Sales Client Relations Business Development Training Support Communication Skills Follow up