Summary
Work History
Education
Skills
Timeline
Generic

Barbara Ayertey

Rock Hill

Summary

Dynamic Customer Service Representative with proven expertise at Fidelity Bank Ghana Ltd, adept at resolving complex issues and enhancing customer loyalty. Skilled in problem-solving and proficient in CRM software, I thrive in fast-paced environments, consistently exceeding performance targets while maintaining professionalism and empathy in high-stress situations.

Work History

Costumer Service Representative

Fidelity Bank Ghana Ltd
2019 - 2025
  • Customer Assistance: Handle incoming calls from customers regarding various card services and deposit-related queries, including but not limited to credit/debit card issues, account balances, fund transfers, check deposits, and transaction disputes.
  • Problem Resolution: Identify and address customers' concerns, complaints, or issues in a professional and empathetic manner. Investigate problems thoroughly and take necessary steps to resolve them, ensuring a positive customer experience.
  • Account Management: Update customer account information, process transactions, and perform account maintenance activities as required.
  • Product Knowledge: Develop a deep understanding of the bank's card services and deposit products, terms, conditions, and policies to provide accurate and reliable information to customers.
  • Compliance: Adhere to banking regulations, security protocols, and data protection guidelines while handling customer information and transactions.
  • Communication: Communicate effectively with customers to gather necessary information, explain processes, and set clear expectations for issue resolution and follow-up.
  • Documentation: Maintain accurate records of customer interactions, transactions, and inquiries in the call center's database.
  • Continuous Improvement: Stay updated on industry trends, banking regulations, and internal processes to enhance job knowledge and deliver outstanding service.
  • Performance Metrics: Meet and exceed individual and team-based performance targets, including call handling time, customer satisfaction, and first-call resin

Customer Service Representative

Enbbah Energy
2017 - 2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

Bachelor of Science - Business Administration

University of Professional Studies, Accra
Accra, Ghana
08.2016

Skills

  • Strong verbal communication skills with a customer-centric approach to handle interactions professionally and courteously
  • Excellent problem-solving abilities, attention to detail, and ability to handle confidential information securely
  • Familiarity with banking products, processes, and regulations
  • Proficiency in using computer systems, databases, and customer relationship management (CRM) software
  • Ability to adapt to a fast-paced and dynamic work environment
  • Strong multitasking skills to manage simultaneous calls, inquiries, and tasks effectively
  • Willingness to work flexible hours, including evenings, weekends, and holidays

Timeline

Costumer Service Representative

Fidelity Bank Ghana Ltd
2019 - 2025

Customer Service Representative

Enbbah Energy
2017 - 2019

Bachelor of Science - Business Administration

University of Professional Studies, Accra

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Barbara Ayertey