FOSTER TOMANI
Dubai
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Executive & Call Center Agent
ADECCO- Dubai Hills Mall
08.2022 - 02.2024
- Resolved escalated customer issues in timely and professional manner, maintaining composure under pressure.
- Informed customers of upcoming promotions and deals to boost sales.
- Collaborated with cross-functional teams to streamline processes and improve overall customer service efficiency.
- Maintained store knowledge about merchandise, price point, sales, or special events.
- Spearheaded initiatives that streamlined work processes, enabling team to handle more calls efficiently without compromising on client satisfaction levels.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Site Manager
Stadium Shell Service Station, Vivo Energy Ghana Ltd
12.2016 - 11.2021
- Developed and executed training programs for staff on safety protocols, resulting in20% decrease in workplace accidents.
- Increased Sales by 25% through active marketing, cross-selling and up selling.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
- Ensured compliance with local regulations, obtaining necessary permits and coordinating inspections throughout construction process.
- Implemented cost-saving measures, identifying areas for improvement in material procurement and labor utilization.
Accounts Officer
Petrocell Limited
06.2013 - 11.2016
- Improved financial accuracy by streamlining accounts payable and receivable processes.
- Enhanced financial reporting efficiency with thorough account reconciliations and analysis.
- Ensured timely vendor payments by managing invoice processing and expense tracking systems.
- Maintained accurate financial records, contributing to company growth by enabling informed decision-making.
- Supported month-end closing process by preparing comprehensive journal entries and adjusting balances as necessary.
- Managed payroll operations for team of 19 employees.
Education
MBA: Accounting and Taxation -
Ghana Institute of Management & Public Admin.
Accra, Ghana12.2021
Postgraduate Diploma: DBA -
Ghana Institute of Management & Public Admin.
Accra, Ghana12.2018
Bachelor of Science in Administration -
Central University
Tema, Ghana06.2013
Skills
- Attention to details
- Adaptability
- Analytical Skills
- Skilled in-service delivery and problem solving
- Empathetic
- Patient and Accountable
- Computer Skills
- Issue Escalation
- Call center experience
- Complaint Handling
- Company Policy Adherence
- Customer Engagement
Accomplishments
- Was recognized and rewarded as the best employee of 4th quarter of 2022 at Dubai Hills Mall.
- Was made the course rep during my MBA study due to my leadership skills.
- Came 2nd among 20+ Stations for hitting the target set for each of the fuel Stations in 2020.
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
- Supervised team of 19 staff members.
Training
- Customer service: Dealing with Difficult Customers
- Brand knowledge
- Emotional Intelligence
- Customer Care and Telephone Skills
- Conflict Resolution
- Communication
- Empathy
- Active Listening and Problem Solving
Languages
English
Bilingual or Proficient (C2)
Timeline
Customer Service Executive & Call Center Agent
ADECCO- Dubai Hills Mall
08.2022 - 02.2024
Site Manager
Stadium Shell Service Station, Vivo Energy Ghana Ltd
12.2016 - 11.2021
Accounts Officer
Petrocell Limited
06.2013 - 11.2016
MBA: Accounting and Taxation -
Ghana Institute of Management & Public Admin.
Postgraduate Diploma: DBA -
Ghana Institute of Management & Public Admin.
Bachelor of Science in Administration -
Central University
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