Francisca Oppong
About Candidate
I am a customer service professional with a year of experience in customer service, technical support, and digital solutions. My passion for enhancing customer experience through digital expertise is centered on effective communication, empathy, and problem-solving. This focus enables me to drive customer satisfaction and growth by providing personalized solutions that address customer needs and enhance digital interactions.
Location
Education
As a Digital Customer Service Trainee at Generation Ghana, I developed essential skills in delivering exceptional customer support through various digital platforms and in-person mode.My training focused on effective communication, problem-solving, and the use of CRM tools to enhance customer interactions.I gained hands-on experience in managing customer inquiries, resolving issues, and ensuring high levels of satisfaction. This role equipped me with the ability to navigate complex customer needs and foster positive relationships, preparing me for a successful career in customer service.
I hold a Bachelor of Science in Family and Consumer Sciences with a specialization in Family and Child Studies from the University of Ghana.This program provided me with in-depth knowledge of child development, family dynamics, and the various factors that affect family well-being. My studies emphasized the importance of nurturing supportive environments for children and families, equipping me with the skills to address challenges in education, health, and social services. This specialization has prepared me to advocate for and support families in diverse contexts, enhancing their quality of life and promoting positive outcomes for children.Overall, addressing consumer needs and providing the necessary support tailored to their needs.
Work & Experience
I completed an intensive training program focused on developing essential skills for professional customer service roles, combining both practical and theoretical knowledge for comprehensive preparation.Through this program, I developed strong proficiency in digital customer service principles, enabling me to effectively handle diverse customer needs in multinational environments and ensure high satisfaction levels. I became adept at utilizing CRM tools such as LiveChat and audio calls to enhance sales support, resolve issues promptly, and maintain detailed service records.Additionally, I collaborated proactively with team members to brainstorm solutions for complex technical issues and optimize service processes. Engaging in role plays and simulations further refined my ability to manage various customer service scenarios, significantly enhancing my service delivery skills.
As a Digital Champion at Access Bank Ghana, I successfully guided customers through their digital banking platforms and resolved technical issues. I achieved 65% of my sales target by actively promoting and selling digital banking products, including Mobile Banking solutions such as the Mobile App, USSD, and Ghana Pay.By maintaining an up-to-date understanding of the bank's extensive range of services, I was able to provide informed advice to customers, ensuring their needs were met effectively. I delivered feedback promptly and professionally, contributing to overall customer satisfaction and addressing any concerns appropriately. My efforts in promoting the bank's products fostered customer awareness and potentially increased revenue, aligning with the bank's growth objectives.Additionally, I built and maintained strong customer relationships through exceptional service delivery.
