Emmanuella Donkor
Calgary,AB
Summary
Experienced and reliable customer service officer with extensive experience providing assistance in a busy call center setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.
Overview
10
10
years of professional experience
Work History
Customer Service Officer
MTN Ghana, Graphic Road Office
Kumasi City Mall
01.2018 - 09.2023
- Answer an average of 100 calls per day in a high-volume call center environment.
- Resolve customer complaints and ensure calls are handled in a professional and prompt manner.
- Consistently earned “above average” or “excellent” on-call quality evaluations.
- Train and assist entry-level customer service officers by helping them improve their listening skills, communication and multitasking abilities.
Customer Service Representative
Spectra Health Mutual Insurance
Kumasi, Ghana
05.2013 - 12.2017
- Helped holders of insurance policies resolve their concerns in a timely and professional fashion.
- Used computer to retrieve policyholder information while maintaining proper phone and customer service etiquette.
- Collected customer feedback from an average of 1,000 customers per year and made process changes to exceed customer satisfaction goals.
- Participated in voluntary corporate training classes to increase understanding of caller concerns and shorten call response time.
Education
Master of Science - Project Management
University of Calgary
Calgary, AB12.2025
Bachelor of Science - Quantity Surveying
Kwame Nkrumah University of Science And Technology
Kumasi, Ghana06.2017
Skills
- Data entry and maintenance
- Credit card applications
- Customer account management
- Complaint resolution
- MS Office suite
- Multiline phone etiquette
- Communication
- Attention to detail
Profession Relevant Skills
- Capable of handling a variety of disputes and facilitating quick and efficient resolutions over the phone.
- Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service.
- Proficient understanding of Microsoft Word, Excel and Access.
- Knowledgeable of common office electronics and tech support.
- Passionate about promoting lasting customer satisfaction.
- Able to enter large quantities of data into a computer and retrieve important information in a brief period of time.
- Capable of entering data while remaining online with customers at the same time.
- Strong verbal communication skills allow for the fostering of strong bonds with customers during all interactions.
- Able to thrive and meet company standards in a busy call center environment both alone and in a team setting.
- Successful at satisfying different types of customers with creative and knowledgeable solutions.
Languages
English
Native or Bilingual
Hobbies and Interests
As much as I enjoy my customer service career, one of my true loves is gardening. I love planting a variety of fruits and vegetables in my backyard. If I'm not at the call center, more than likely, I am in my garden. In addition to gardening, I love anything related to the cinema and I have a keen interest in classic films. In my spare time, I also enjoy drawing, painting and sketching.
Timeline
Customer Service Officer
MTN Ghana, Graphic Road Office
01.2018 - 09.2023
Customer Service Representative
Spectra Health Mutual Insurance
05.2013 - 12.2017
Master of Science - Project Management
University of Calgary
Bachelor of Science - Quantity Surveying
Kwame Nkrumah University of Science And Technology