JOYCELYN AMA ESHUN

[email protected]

+233 2790000762/+233 241302300

Available for Global Placement
A trained, results-oriented Customer Service Professional with a remarkable track record of significantly increasing service quality, maximizing sales, customer base and attaining goals. Outstanding communication, relationship-building and influencing skills; competent in building customer relationships which inspire confidence and loyalty. A highly efficient individual with extensive team leadership experience, able to adapt well to new environments and learn new processes quickly to achieve outstanding results. Strong ability to multi-task and priorities, and able to organize, train and monitor teams. Seeking a new, challenging role which will utilize existing skills.

Education
FEB 2018 – TO DECEMBER 2019
BSc. HUMAN RESOURCE MANAGEMENT
WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE – accra-ghana

SEPTEMBER 2010 – JUNE 2013
HND SECRETARYSHIP AND MANAGEMENT STUDIES
SUNYANI POLYTECHNIC
OCTOBER 2006 – JUNE 2009
GENERAL ARTS
ST. AUGUSTINES SENIOR HIGH SCOOL

Experience
March 2018 – To DATE
CUSTOMER experience executive
AIRTELTIGO
Serve as a Second Level Support to AirtelTigo touchpoints nationwide.
Ensure 100% closure on all customer issues raised and queried in the systems by trouble-shooting and solution rendering.
Deliver excellent customer experience, helping customers choose the right product and/or service for their requirements
Provide technical support to the team on mobile and fixed service issues resulting in traffic reduction
Conducts contract reconciliations, cashing up and stocktaking
Achieves personal and store KPIs, consistently exceeding key performance indicators, and individual and store targets
Involved in developing a customer service policy

MARCH,2015 – FEBRUARY 2018
CUSTOMER ADVISOR
millicom ghana limited
·         Communicated with customers to ensure product understanding, answer questions, and facilitate conflict resolution.

·         Engaged customers on their enquiries through phone, emails and face-to-face

·         Guaranteed that information given to clients and customers are up-to-date through inquisition and person studies.

·         Followed up on referred and escalated client issues for to reduce turn-around-time on resolutions.

·         Provided inputs and assisted with training of new colleges

SEPTEMBER 2013 – AUGUST 2014
ADMINISTRATIVE ASSISTANT
KWAME NKRUMAH UNIVERSITY OF SCIENCE AND TECHNOLOGY
·         Answered questions by customers, student and community members in person. over the phone and online.

·         Provided details of available plans for the operations of the unit.

·         Coordinating the

·         Interpreted policies, processes and programs to our clients and users.

·         Formulated and filed required documents as well as filing incoming letters and documents.

·         Prepared required regulatory documents for stationery, supplies and coordinated deliveries.

·         Detailed the daily and running plan options of the unit.
Skills
·            Ability to work flexible hours

·            Top-notch people skills

·            Telephony Skills and computer literacy

·            Willing to learn about new products and take on challenges

·            Clear Communication Skills

·            Complaint handling and ability to use positive language

·            Good selling skills and service oriented

·            Software Skills – Microsoft Office (PowerPoint, Word, Excel, Outlook)

HOBBIES
Volunteering, Reading, Traveling and playing team-oriented games such as Volley and Jenga.

REFEREES

Mr Frank Djan

Director Customer Experience

Airteltigo Ghana

+233 266000594

[email protected]

Mr Frank Busumtwi

Head of Regional Retail Operations

Customer Service Operations

+233 277551854

[email protected]