Open to opportunities

Sika Tamakloe

@sikatamakloe

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Customer Experience Specialist with 5+ years delivering KPI-driven support across multiple channels.

Ghana

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What I'm looking for

I’m looking for remote customer support or customer experience work across global time zones, where I can handle chat/email/phone inquiries, resolve escalations, and consistently meet KPIs like CSAT, FCR, AHT, and SLA compliance.

I’m a Customer Support and Customer Experience professional with 5+ years of experience delivering high-quality support across chat, email, phone, and CRM platforms.

I manage high ticket volumes, resolve escalations, and consistently meet strict KPIs including CSAT, FCR, AHT, and SLA compliance—while keeping quality and data accuracy at the center of every interaction.

I’ve maintained 95%+ customer satisfaction, reduced complaints and escalations by 25%, and achieved 98% data accuracy in CRM and records management. I’m actively seeking remote customer support, chat support, or customer experience roles across global time zones.

Experience

Work history, roles, and key accomplishments

Customer Experience Agent

Vodafone Ghana

Mar 2018 - Dec 2019 (1 year 9 months)

Managed 80–120 inbound customer interactions per day via phone and digital channels, resolving most issues at first contact. Maintained 95%+ CSAT, documented 100% of interactions in CRM systems, and reduced complaint escalations by 25% while meeting AHT, SLA, and quality KPIs.

Customer Support Phone Support Chat Support Email Support Ticket Management Customer Experience CRM Systems CSAT KPI Tracking SLA AHT Escalation Handling Conflict Resolution Customer Retention

Data Entry Clerk (National Service)

Social Security and National Insurance Trust

Sep 2017 - Aug 2018 (11 months)

Processed and verified 200+ records daily with 98% accuracy while organizing and batching documents to improve processing efficiency. Generated daily and weekly operational reports and collaborated to resolve data discrepancies while maintaining confidentiality and data protection compliance.

Data Entry Data Verification Records Management Document Processing Reporting Confidentiality Data Compliance Administrative Support

Customer Care Representative (Internship)

GCB Bank PLC

Jul 2013 - Oct 2013 (3 months)

Assisted 40+ customers daily with account inquiries and service requests, processing banking forms and applications with 100% compliance accuracy. Provided follow-up support to improve customer resolution turnaround time by 20%.

Customer Service Customer Support Banking Forms Processing & Compliance Service Request Processing

Office Assistant (Internship)

Social Security and National Insurance Trust

Jul 2012 - Oct 2012 (3 months)

Managed administrative tasks including scheduling, filing, and correspondence, and organized digital and physical records to reduce document retrieval time by 35%. Supported interdepartmental communication and coordinated workflow while drafting contracts and maintaining structured filing systems.

Administrative Support Scheduling Filing Correspondence Records Management Workflow Coordination Contract Drafting Documentation

Teacher (Community Service)

Jesus Grammar School

Jul 2011 - Sep 2011 (2 months)

Supervised and guided 30+ students in classroom activities, improving classroom engagement and participation by 20%. Maintained structured learning and discipline standards.

Teaching Classroom Management Student supervision Student Engagement