Edith Charlotte Asamoah

I am a results-driven Customer Experience and Operations professional with over seven years of progressive experience across the insurance, banking, and international education sectors. I bring a deep understanding of client engagement, complaints resolution, stakeholder communication, and digital service delivery, with a proven ability to enhance customer satisfaction, streamline operations, and drive cross-functional collaboration.

My professional journey began in the banking sector, where I served as a Teller at CAL Bank, processing transactions, managing regulatory compliance (KYC), and delivering quality front-line service to over 50 clients daily. This role laid the foundation for my strength in customer relationship management and attention to detail. I later transitioned to the insurance industry, where I steadily advanced from a Customer Service Officer to a Customer Service Supervisor and subsequently to a Senior Client Engagement & Complaints Officer at Allianz Life and Sanlam Allianz Life. In these roles, I led a team of 10 customer service officers, developed resolution strategies that cut complaint turnaround time from 3 to 1 working day, and raised customer satisfaction scores from 40% to 85%. I also enhanced digital engagement, contributing to a 5% increase in customer interaction and an 80% boost in social media responsiveness.

Currently, I serve as a Business Operations Associate with Globally Recruit – Excelerate, where I support recruitment and partnership development for Saint Louis University (SLU) across Africa. My responsibilities include coordinating educational fairs and pre-departure events, managing outreach campaigns to high schools and universities, conducting research for strategic partnerships, and supporting the development of curriculum exchange agreements and MOUs. I also facilitate training and student engagement in collaboration with agent partners, ensuring seamless recruitment logistics and accurate application guidance.

I hold a Diploma in Operations & Project Management from Athena Global Education and certifications in Customer Experience and Service Management. My skillset spans CRM systems, complaints handling, project coordination, digital content creation, and cross-cultural communication. I’m fluent in English and a native speaker of Twi, with a strong commitment to delivering inclusive, empathetic service across diverse populations.

My career reflects a passion for service excellence, operational efficiency, and relationship building. Whether managing a team, resolving customer concerns, or coordinating international outreach, I thrive in dynamic environments where collaboration, innovation, and integrity drive impact.