Open to opportunities

Vera Adams

@veraadams

Message

I lead customer care operations, resolve escalations, and improve service delivery and team performance.

Ghana

Message

What I'm looking for

I'm looking for a customer care or operations leadership role where I can lead teams, improve service delivery, resolve customer issues, and drive measurable business results.

At Access Bank Ghana, I led Customer Care Operations and Telemarketing teams, overseeing daily service delivery, complaint resolution, performance reporting, and customer acquisition campaigns.

I've helped improve customer satisfaction and operational efficiency by resolving escalations, tracking KPIs, sharing customer insights with management, and coaching high-performing teams. My experience also includes customer service at Brisk Credit Microfinance and taxpayer support, registration, assessments, and payment processing at the Ghana Revenue Authority.

I'm currently pursuing an LLB at GIMPA, building on my background in Economics and Information Studies from the University of Ghana.

Experience

Work history, roles, and key accomplishments

Team Lead – Customer Care Operations & Telemarketing

Access Bank Ghana Limited

May 2016 - Dec 2022 (6 years 7 months)

Led and supervised the Customer Care Operations and Telemarketing Team to deliver exceptional service and achieve operational objectives. Managed customer complaints, prepared operational reports, and drove process improvements to enhance efficiency and customer experience.

Team Leadership Customer Service Complaint Resolution Telemarketing Operations Management Performance Management Stakeholder Engagement Process Improvement Coaching Cross Selling Compliance

National Service Personnel – Small Tax Office

Ghana Revenue Authority

Sep 2014 - Aug 2015 (11 months)

Registered businesses and processed tax clearance certificates, raised annual tax assessments, and assisted with tax enforcement and revenue collection activities. Provided support and guidance to taxpayers regarding tax-related matters.

Tax Compliance Tax Clearances Tax Assessment Revenue Collection Customer Support

Customer Service Officer

Brisk Credit Microfinance

Jul 2013 - Oct 2013 (3 months)

Responded promptly to customer enquiries and concerns, monitored feedback to maintain service quality, and assisted in resolving complaints. Built and maintained positive relationships with customers and stakeholders.

Customer Service Complaint Resolution Customer Feedback Relationship Management Stakeholder Engagement