Edith Charlotte Asamoah

EDITH CHARLOTTE ASAMOAH No.4 ERITEA ST GN-, Casilda Estate, Tema - |- Personal Profile Results-driven customer experience professional with over 7 years of expertise in customer service, complaints management, and digital engagement within the insurance and banking industries. Proven ability to enhance customer satisfaction rates by 30%, streamline service processes to improve efficiency, and manage high-stakes customer interactions. Adept at leading teams, driving digital engagement, and ensuring compliance with industry standards. Achievements • Successfully reduced Turnaround Time (TAT) for resolving customer complaints from 3 working days to 1 working day, improving service efficiency. • Increased Net Promoter Score (NPS) from -9 to 2, reflecting improved customer satisfaction and loyalty. • Led a team of 10 customer service officers, optimizing workflow and enhancing team productivity. • Drove a 5% increase in customer engagement through strategic digital marketing and customer experience initiatives. • Developed high-quality social media content, resulting in an 80% boost in interaction rates. • Received two awards: Most Improved Staff in Customer Service Department (2020) and Best Employee in the Team (2021). • Joined the Customer Experience professionals in Ghana as an Associate in January 2025 Professional Experience Globally Recruit - Excelerate Business Operations Associate |April 2025 to date • Attend education fairs and recruitment events across Africa to advise prospective students and offer-holders. • Support recruitment events such as offer-holder briefings and pre-departure sessions by managing logistics, invitations, and confirmations. • Analyze market data from Africa and other global regions to support recruitment strategy. • Visit agent offices to conduct staff training and student interviews. • Handle administrative tasks including the preparation and dispatch of promotional materials to agent partners. • Provide accurate guidance on courses, entry requirements, and application procedures. • Collaborate with University staff during their visits to Africa. • Perform additional duties as assigned by senior management. Sanlam Allianz Life Insurance Senior Client Engagement & Complaints Management Officer | July 2024 – April 2025 • Lead a team of 10 customer service officers across multiple branches, ensuring smooth daily operations. • Spearheaded a customer resolution strategy, reducing high-level complaints by 15% within the first 8 months. • Improved Turnaround Time (TAT) for resolving customer issues from 3 working days to 1 working day. • Enhanced Net Promoter Score (NPS) from -9 to 2, improving overall customer satisfaction. • Collaborated with marketing to enhance digital outreach, resulting in a 5% increase in customer engagement. • Developed high-quality content for social media, boosting interaction rates by 80%. • Analyzed customer feedback trends to drive process improvements, leading to a 5% increase in efficiency. • Compiled monthly performance reports, identifying key areas for service enhancement. Allianz Life Insurance Customer Service Supervisor | January 2020 – June 2024 • Managed a team of customer service officers, achieving an 92.6% improvement in response time and resolution efficiency. • Enhanced customer satisfaction scores from 40% to 85% through process refinements and staff training. • Implemented social media response protocols, reducing complaint resolution time by 15%. • Created customer service reports, leading to strategic improvements in service delivery. Customer Service Officer | March 2018 – December 201G • Assisted customers with inquiries and complaints, resolving 85% of cases within the first interaction. • Maintained detailed records, improving case tracking efficiency by 90%. • Provided advisory services, contributing to a 5% increase in policy uptake. CAL Bank (FIMS Project s National Service) Teller | November 2017 – January 2018 • Processed daily transactions averaging in foreign and local currency. • Managed non-citizen card issuance and renewals, serving an average of 50 clients per day. Teller (National Service) | September 2016 – November 2017 • Handled daily cash and check transactions totaling • Processed KYC documentation, ensuring 100% compliance with regulatory standards. • Assisted with ATM replenishments National Trust Holding Company (NTHC) – Internship Records Department Intern | June – July 2014 • Digitized customer investment records, reducing retrieval time. • Assisted with database updates, improving data accuracy by 5%. Education s Certification • Diploma in Operations s Project Management – Athena Global Education (2025) • Customer Experience Management – Chartered Institute of Customer Management (2022) • Customer Service Management – GICS (201G) • B.A. Industrial Arts – Kwame Nkrumah University of Science C Technology (2016) Key Skills • Customer Relationship Management (CRM) | Complaints Resolution | Process Improvement • Digital Marketing | Email Marketing | Copywriting • Leadership C Team Supervision | Negotiation C Communication | Analytical Thinking Refrees Nii Odaifio Alemawor – Executive Director, Ghana Institute of Customer Service |- Wolasi Arku – Head of Customer Service, Allianz Life Insurance |-|- Michael Agyei Brobbey - Team lead Business Operations Associate, Excelerate-|-