Sarah Quagraine Mensah

SARAH QUAGRAINE MENSAH PROFESSIONAL SUMMARY ●​ ●​ ●​ Dedicated Customer Success Professional with 4+ years of experience in elevating customer experiences and optimizing communication processes across several channels, including live chat, email, and telephone, with a 95% satisfaction rating. Demonstrates an empathetic and detail-oriented approach to resolving issues for 3000+ customers, resulting in exceptional service delivery and earning recognition as a "Customer Satisfaction Champion". Experienced in managing multiple tasks simultaneously and adapting quickly to new technologies and procedural changes. WORK HISTORY Customer Success Agent | Marbillcare Consulting - Denmark (Remote) Jan 2024 – July 2025 ●​ Delivered exceptional customer support through live chat and email (Zendesk), achieving a 95% customer satisfaction rating. ●​ Increased customer retention by promptly answering queries and resolving challenges for 3000+ customers monthly. ●​ Utilized internal tools such as Dashboard to effectively diagnose and resolve customer issues, reducing the average problem-resolution time by 80%. ●​ Provided solutions to daily customer requests with a customer-oriented approach, contributing to customer lifecycle management. ●​ Escalated complex issues to senior staff, ensuring timely and accurate support for critical cases. ●​ Ensured strict adherence to Service Level Agreements (SLAs) and internal policies, consistently meeting response and resolution times. Achievements: ●​ Awarded "Performer of the Week" 5 times, in recognition of exceptional service and dedication to customer success. ●​ Awarded “Customer Satisfaction Champion” for consistently exceeding service standards and fostering positive client relationships. Administrative Assistant | Allied Amusement Ghana - Accra, Ghana​ ​ ​ Jun 2022 – Dec 2023 ●​ Managed and responded to over 40 customer calls daily, resolving 95% of inquiries, thereby boosting operational efficiency and client satisfaction. ●​ Achieved a 98% customer satisfaction rating by delivering polite and professional communication via phone and email. ●​ Coordinated and scheduled more than 70 appointments monthly, optimizing calendar management to minimize conflicts and maximize productivity. Constituent Support Specialist | Electoral Commission of Ghana - Accra, Ghana Jun 2020 – Dec 2020 ●​ Enhanced voter satisfaction by providing exceptional customer service, resolving inquiries promptly, and maintaining a 95% accuracy in the voter register. ●​ Collaborated with a team of 10 to efficiently coordinate voter registration, achieving over 5,000 registrations within the designated time frame. Customer Success Associate | Guinness Ghana Brewery Limited - Achimota, Ghana Sep 2018 – Aug 2019 ●​ Boosted customer satisfaction through exceptional service delivery, mastering customer needs assessment and engagement. ●​ Enhanced digital reporting processes by preparing detailed reports and recommending improvements that led to a 30% reduction in customer complaints. EDUCATIONAL BACKGROUND Bachelor of Arts (Political Science) | University of Ghana - Accra, Ghana ​ Oct 2014 – May 2018 PROFESSIONAL SKILLS & COMPETENCIES ●​ Technical Skills: Customer Service and Engagement, Live Chat Support, Zendesk support, Phone Etiquette, Email Management, Typing Proficiency, Data Entry and Analysis, Calendar Management and Scheduling, Record-Keeping, Complaints Management. ●​ Software Proficiency: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Slack, LiveChat, Zendesk, Booking Koala, Airbnb, Zillow, Zoho One, VRBO, Quo, Clean Genie, and Hostaway