Sophia Gyan

Conducts pre-qualification calls to assess client eligibility and readiness for transfer to an advisor. Handles high-volume inbound and outbound calling, including cold-calling campaigns, and manages call dispositions.

Handled inbound customer calls by listening to concerns and providing accurate, timely resolutions. Built rapport with customers and followed up to ensure issues were successfully resolved.

Completed an intensive digital customer service training program focused on building practical and theoretical skills for customer service roles.

Trained in customer service excellence, including identifying customer personas and communicating effectively. Covered complaint management, handling difficult customers, and cross-cultural/diversity awareness.

Created engaging scripts for various shows. Rewrote and refined scripts to improve tone and clarity.

Assisted with writing reports and minutes. Coordinated and organized college programs and contributed to content development for publications.

Provided administrative support to help ensure smooth functioning of activities. Organized and prioritized the executive’s time by managing appointments, events, and deadlines, while handling sensitive information with discretion.

Handled reception tasks including scheduling and managing appointments and ensuring communications were accurate. Also utilized voice-over skills for projects.

Activities and societies: Training emphasized attention to detail, time management/multitasking, sales orientation (upselling/cross-selling), and customer retention strategies.

Completed the Digital Customer Service Support program at Generation Ghana (August to October 2024), building practical and theoretical customer service skills.

Earned a BSc in Communication Studies at the Ghana Institute of Journalism from 2017 to 2021.