Ama Fabea Antwi

AMA FABEA ANTWI CONTACT Mobile: - Email:-LinkedIn: Ama Fabea Antwi SUMMARY A highly motivated and results-oriented Customer Success Trainer with a strong background in training, customer service, and sales supervision. Skilled in developing and delivering training programs, conducting performance evaluations, and enhancing customer engagement. Adept at problem-solving, communication, and coaching teams to exceed performance expectations. Passionate about driving customer success, team efficiency, and business growth through effective training strategies. EDUCATIONAL BACKGROUND UNIVERSITY OF GHANA, LEGON • AUGUST 2020 [BA GEOGRAPHY AND WORK HISTORY BUWELO AFRICA LIMITED, ACCRA November 2023 To December 2024 Trainer (American Home Shield - Certified) Conducted weekly training huddles for over 100 agents, increasing process adherence by 30%. Develop training manuals and detailed evaluation of each course to aid and assess new hires on their understanding of the process. Conduct orientation trainings to inform new hires about company policies and procedures. Reduce agent training duration from 4 weeks to 2 weeks by optimizing training processes. Monitor the abilities of new hires and liaise with supervisors to ensure effective coaching for agents. BUWELO AFRICA LIMITED, ACCRA January 2023 To November 2023 Customer Service Representative (American Home Shield) Handled customer complaints and provide alternatives to ensure resolution. Assisted customers in placing requests, processing transactions and follow up updates on ongoing requests. Maintained a positive, empathetic and professional attitude towards customers at all times. Made products and services recommendations and inform customers on ongoing promotions based on their needs and preferences. E-SERVICES AFRICA LIMITED, ACCRA May 2022 – November 2022 ST ROSE’S SENIOR HIGH (AKWATIA) Customer Service Representative • JUNE 2015 [WASSCE – GENERAL ARTS] Escalated reports from dissatisfied customers to Team Leads and Supervisors. SKILLS AND PROFICIENCIES Patiently probed to identify customer problems and provided satisfactory answers to their queries and concerns. Outstanding communication and telephone Filed reports for Customer complaints and directed them to the manners. assigned department or district in charge. Proficient in use of Microsoft Office, Slack, Made use of every opportunity to upsell company products to Zendesk, Zoom and Canva. customers when they arose. Ability to multitask. JAYRAY GHARTEY FASHION HOUSE, EAST LEGON Strong decision maker. September 2021 - March 2022 Compelling ability to adapt new skills and Sales Supervisor great team player. Supervised and monitored sales in all the showrooms. Solid organization and record-keeping skills. Served as the first point of contact for our customers present Discrete, committed and trustworthy. physically at the showroom. Great attention to detail and excellent time Introduced daily social media posting and weekly customer management. checkups to boost sales. Handled weekly training sessions with Sales Agents. REFEREES Took, processed and followed up on customer orders and ensured customers made full payments before delivery. Available on request Handled customer enquiries and addressed complaints LINGUISTICS]