Gloria Agyeiwa Dwase
Brampton,ON
Summary
Accomplished Customer Service Executive at EIB Network, adept in leveraging call center experience and problem-solving abilities to enhance customer satisfaction and retention. Excelled in fostering relationships and training teams, significantly exceeding service standards. Skilled in customer relationship management and satisfaction monitoring, ensuring exceptional service delivery and brand loyalty.
Overview
19
19
years of professional experience
Work History
Customer Service Executive
EIB Network
09.2014 - 08.2024
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Described product and service details to customers to provide information on benefits and advantages.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Administrative Assistant
Kairos World Limited
10.2013 - 08.2014
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Client Service Executive
Multimedia Group Limited
04.2005 - 10.2013
- Built a reputation as a trusted advisor to clients by consistently providing insightful analysis and actionable recommendations.
- Demonstrated excellent problem-solving skills in handling challenging situations that arose in client engagements.
- Developed strong relationships with key clients, fostering trust and loyalty.
- Developed and maintained existing client relationship and developed new client relationships.
Education
Bachelor Of Arts - Sociology
University of Ghana
Accra, GhanaCertificate - Customer Service
GIMPA
Accra, Ghana10.2013
Certificate - Customer Care, Public Relations &Event Management
Ghana Institute of Journalism
Accra, Ghana10.2010
Diploma - Secretariat & Management Studies
Kumasi Technical University
Kumasi, Ghana06.2004
Skills
- Call center experience
- Marketing
- Team training and development
- Satisfaction monitoring
- Payment management
- Customer queries
- Problem-solving abilities
- Customer Relationship Management
- Staff education and training
Languages
English
Full Professional
Timeline
Customer Service Executive
EIB Network
09.2014 - 08.2024
Administrative Assistant
Kairos World Limited
10.2013 - 08.2014
Client Service Executive
Multimedia Group Limited
04.2005 - 10.2013
Bachelor Of Arts - Sociology
University of Ghana
Certificate - Customer Service
GIMPA
Certificate - Customer Care, Public Relations &Event Management
Ghana Institute of Journalism
Diploma - Secretariat & Management Studies
Kumasi Technical University
Similar Profiles
Cecil SovereignCecil Sovereign
Sales Manager, Corporates at EIB NetworkSales Manager, Corporates at EIB Network
BENEDICTA ADDISONBENEDICTA ADDISON
Client Service And Credit Control, at EIB NETWORK- EMPIRE FMClient Service And Credit Control, at EIB NETWORK- EMPIRE FM
Maheswari Maheswari null
Telesales Executive at Saga Financing (ENBD, EIB)Telesales Executive at Saga Financing (ENBD, EIB)