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Thelma Edinam

@thelmaedinam

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Customer service professional with expertise in training and performance improvement.

Ghana

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What I'm looking for

I am looking for a role that values collaboration, offers growth opportunities, and allows me to leverage my training and customer service skills.

I am a dedicated customer service professional with a strong background in training and performance enhancement. Currently, I serve as a Customer Service Product Trainer at Yellow Card Financial, where I co-lead the hiring process and have successfully evaluated and selected over 30 candidates, resulting in a 20% increase in team performance. My focus on designing and facilitating onboarding programs has reduced ramp-up time by 25%, significantly boosting first-quarter performance.

Throughout my career, I have developed tailored training materials that have improved knowledge retention by 30%, leading to a 20% boost in team performance metrics and higher customer satisfaction scores. My experience spans various roles, including Customer Support Representative and Front Desk Executive, where I consistently achieved high customer satisfaction rates and contributed to revenue generation. I thrive in collaborative environments, working closely with cross-functional teams to enhance operational efficiency and service quality.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Product Trainer

Current

Yellow Card Financial

Feb 2024 - Present (1 year 4 months)

Co-led the hiring process for the Customer Service team, evaluating and selecting over 30 candidates, leading to a 20% increase in team performance and a 15% reduction in turnover. Designed and facilitated onboarding programs, reducing ramp-up time by 25% and increasing first-quarter performance by 18% through structured coaching.

Recruitment Onboarding Performance Management Customer Service Product Training Process Improvement B2B Support Customer Satisfaction

Customer Support Representative

Yellow Card Financial

Dec 2022 - Feb 2024 (1 year 2 months)

Provided email and chat support for Yellow Card customers by investigating, troubleshooting, and resolving customer issues. Managed, prioritized, and responded to customer issues, inquiries, and escalations.

Email Support Chat Support Troubleshooting Escalation Management

Front Desk and Sales Executive

Villa Monticello Boutique Hotel

Feb 2022 - May 2022 (3 months)

Contributed to generating revenue by meeting assigned targets through specific guest relations efforts. Implemented a swift and fully computerized appointment-setting procedure that reduced reservation time by 5 minutes on average.

Sales Revenue Appointment Setting Customer Satisfaction

Customer Care Representative, Sales and Distribution

MTN Ghana

Sep 2020 - Dec 2021 (1 year 3 months)

Increased customer base by generating over 1000 downloads on myMTN App and Ayoba monthly. Resolved an average of 150 complaints and inquiries per day.

Customer Care Sales Customer Acquisition Troubleshooting Data Reporting

Education

Degrees, certifications, and relevant coursework

University of Professional Studies, Accra

Bachelor of Arts, Public Relations Management

Studied core principles of public relations, including strategic communication, media relations, and crisis management. Developed skills in public speaking, campaign planning, and stakeholder engagement.

University of Professional Studies, Accra

Diploma, Public Relations Management

Gained foundational knowledge in public relations, focusing on communication strategies and media engagement. Acquired practical skills in public relations techniques and industry practices.

Akosombo International School

High School Diploma, French, Literature, Government, and Economics

Completed secondary education with a strong emphasis on humanities and social sciences. Focused on subjects including French, Literature, Government, and Economics, building a broad academic foundation.