Peace Torku
@peacetorku
Customer support specialist delivering high-volume omnichannel service and conflict resolution.
GhanaWhat I'm looking for
I am a results-driven customer support specialist with 3+ years of omnichannel experience, including one year fully remote. I consistently meet SLAs, maintain high customer satisfaction, and was recognized as 2nd Runner-Up for Best Performing Agent in 2024.
I leverage CRM platforms (Zoho) and virtual communication tools to document interactions, troubleshoot technical and payment issues, and reduce escalations by 95% for the ECG PowerApp. I collaborate with cross-functional teams to identify root causes and improve service delivery.
I prioritize clear communication, self-management, and continuous improvement—auditing calls for quality assurance, coaching peers, and educating customers to drive adoption and excellent support outcomes.
Experience
Work history, roles, and key accomplishments
Contact Center Representative
E-Services Africa Limited
Apr 2022 - Jan 2025 (2 years 9 months)
Managed omnichannel support for the Electricity Company of Ghana, maintaining 100% customer satisfaction and reducing escalations by 95% through effective troubleshooting and CRM-driven documentation.
Quality Assurance Intern
E-Services Africa Limited
Jul 2022 - Jul 2024 (2 years)
Audited agent interactions and provided feedback using company scorecards to improve adherence to quality standards and boost agent performance.
Front Desk & Customer Service
TDC Development Company Limited
Sep 2018 - Aug 2019 (11 months)
Oversaw front desk operations and handled inbound/outbound customer inquiries to improve client satisfaction and ensure efficient resolution of requests.
Education
Degrees, certifications, and relevant coursework
University of Media, Arts and Communication
Bachelor of Arts, Communication Studies
2018 - 2020
Completed a Bachelor of Arts in Communication Studies with a focus on Public Relations from 2018 to 2020.
University of Media, Arts and Communication
Diploma, Communication Studies
2016 - 2018
Completed a Diploma in Communication Studies from 2016 to 2018.
Akim State College
WASSCE, General Secondary Education
2005 - 2008
Attained the West African Secondary School Certificate (WASSCE) between 2005 and 2008.
Tech stack
Software and tools used professionally
Availability
Location
GhanaAuthorized to work in
Job categories
Skills
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