Emelia Narkuor Doku
Toronto,ON
Summary
Experienced and customer-focused professional with a proven track record in call center operations. Skilled in providing exceptional service to diverse populations, adept at handling inquiries and support. Proficient in call management, problem-solving, and conflict resolution, with a commitment to maintaining confidentiality and respecting privacy. Possesses strong computer skills and the ability to adapt to changing schedules and client needs. Committed to delivering welcoming and accessible service while advocating for tenant rights and addressing community needs.
Overview
14
14
years of professional experience
Work History
CUSTOMER SERVICE EXECUTIVE
Totalenergies Marketing Ghana Ltd
06.2017 - 10.2023
- Responsible for processing customer orders in respect of all products
- Ensured prices on orders corresponded with agreed prices
- Responsible for printing blocked orders and following up for release
- Captured credit details of customers on the blocked orders for release
- Responsible for generating proforma invoices for customers
- Ensured invoicing of all mining consignments
- Ensured all complaints received from network customers are lodged into Salsa case platform and followed up for resolution
- Ensured customer requests and enquiries are adhered to using the standard guidelines
- Handled inbound calls and record enquiries, comments, complaints for appropriate action to be taken.
MARKETING EXECUTIVE
TXTGhana
09.2016 - 05.2017
- Brand and product management for existing and new products – Infoboxx keywords & Gameboxx
- Responsible for co-ordinating company representation at relevant conferences and exhibitions (West Africa Telecom Summit 2014/2015)
- Developed and implemented marketing strategies for products – Soft Launch of Bringamcome
- Designed advertising campaign for selected products - Keywords & Bringamcome
- Ensuring synergy between communication materials and respective products
- Created and maintained a database of potential clients and business leads
- Managed and maintained relationship with strategic partners (Ghana Police, Unibank, Kirusa, Scancom Ghana, Passport Office, TV3 among others)
- Managed and handled enquiries from potential clients
- Co-ordinated between departments to launch new products and service offerings (New keywords rollout; Deals, safety, recipe, TV, Health, car and car keyword data acquisition project)
- Lead in the TV3 blood donation partnership and data acquisition exercise
- Produced business documents and proposals.
ADMINISTRATIVE COORDINATOR
TXTGhana
09.2015 - 08.2016
- Developed, implemented and updated administrative Policies
- Assisted with hiring, supervising, training and evaluating staff members
- Managed and organized office documents
- Coordinated request for human resources for various departments
- Generated reports from various departments for weekly meetings
- Maintained employee records per company procedures
- Handled basic office duties, such as answering and routing phones calls, responding to emails, data entry, and reporting.
CUSTOMER CARE REPRESENTATIVE
Scancom Ghana Ltd
04.2012 - 08.2015
- Provided and educated customers with up-to-date products and service information
- Obtained and maintained client information by answering client questions through emails, telephone and face to face as well as interviewing clients and verifying clients’ information
- As a team leader, interactions between team members and callers were monitored periodically to ensure quality assurance standards
- Disseminating information to team members to ensure customers were updated accordingly, evaluating team members’ performance and providing them with feedback
- Supervised 21 team members and ensured they were well-motivated.
ACCOUNTS AND ADMINISTRATIVE OFFICER
West Africa Fishery Products
01.2010 - 03.2012
- Prepared staff payroll for both permanent and casual employees and ensured generation of their pay slips
- Maintained an imprest system, prepared invoices and payment vouchers and reconciled bank and suppliers’ balances
- Maintained proper books of accounts including making entries in the accounting software (quick books pro)
- Performed warehousing and store keeping functions
- Prepared statutory reports including quarterly report to free zones board
- Discharged duties as an administrator including maintaining systematic filling of documents and attending to correspondence
- Calculated and prepared daily wages including overtime for 150 casual workers fortnightly.
Education
Master of Science - Business Analytics
Northeastern University
Bachelor of Business Administration (Accounting) -
Methodist University College
05.2011
Diploma in Public Administration -
University of Ghana Legon
05.2004
Skills
- Proven track record of delivering exceptional customer service to diverse populations
- Ability to provide welcoming, respectful, and accessible service to individuals of all ages, races, genders, sexual orientations, cultures, and disabilities
- Call Management and Support
- Proficient in utilizing computer software packages such as MS Word, Excel, and database applications for preparing correspondence, reports, and data entry
- Proficient in CRM systems (Salesforce)
- Exceptional verbal and written communication skills
- Ability to handle high-pressure situations
- Excellent organizational and multitasking skills
- Strong problem-solving and analytical abilities
- High level of patience and empathy
- Ability to recognize and respond to situations demanding immediate action
Languages
English
Full Professional
References
Stephen Nartey, Head of Budgeting and reporting, Totalenergies Marketing Ghana Plc, Ghana, +233 024 403 5075
Training
- Customer Care Training (Scancom Ghana Ltd by MTN Ghana training team), 04/2010
- Personal Brand management (TXT Ghana by The Learning Home), 09/2014
- The Phenomenon of Sales and Marketing Department (Alisa Hotel by CLF Education Ghana), 08/2015
- Cyber security training (Totalenergies Marketing Ghana), 06/2017
- Stick to Basics TM Training (Totalenergies Marketing Ghana), 07/2022
Timeline
CUSTOMER SERVICE EXECUTIVE
Totalenergies Marketing Ghana Ltd
06.2017 - 10.2023
MARKETING EXECUTIVE
TXTGhana
09.2016 - 05.2017
ADMINISTRATIVE COORDINATOR
TXTGhana
09.2015 - 08.2016
CUSTOMER CARE REPRESENTATIVE
Scancom Ghana Ltd
04.2012 - 08.2015
ACCOUNTS AND ADMINISTRATIVE OFFICER
West Africa Fishery Products
01.2010 - 03.2012
Master of Science - Business Analytics
Northeastern University
Bachelor of Business Administration (Accounting) -
Methodist University College
Diploma in Public Administration -
University of Ghana Legon
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