Kekeli Savitri

Customer Experience Supervisor with progressive expertise in customer service, coaching, and escalation management. Skilled in analyzing CRM data to enhance support strategies and drive customer satisfaction. Strong background in administrative support, training, and cross-department collaboration within dynamic environments

Customer Experience Supervisor at Shade Gold Coast (Betika Ghana) (2024-01 – Present)

• Monitored and analyzed performance metrics using Zendesk CRM data to inform business decisions
• Led the integration of the apply macro option on Zendesk, reducing average response time by 20% while maintaining customer satisfaction levels
• Developed and implemented customer experience strategies
• Supervised and coached customer service agents to deliver exceptional support across all channels
• Facilitated training and development sessions
• Coordinated IT and marketing teams to deploy new CRM features, enhancing data accuracy and customer profiling capabilities
• Collaborated with product development teams to incorporate customer feedback into feature enhancements, improving user satisfaction scores (USSD)
• Resolved escalated and complex customer issues

Customer Service Representative at Shade Gold Coast (Betika Ghana) (2020-01 – 2023-12)

• Enhanced customer retention by building relationships, addressing concerns, and providing personalized support during outbound interactions
• Implemented strategies that increased positive customer feedback
• Trained new hires on customer interaction protocols and system navigation, enhancing team performance consistency
• Analyzed CRM data to identify common customer pain points and recommended process improvements
• Analyzed customer interaction data to identify service gaps and proposed targeted training sessions for frontline staff
• Adhered to quality assurance standards and guidelines to ensure high-quality customer service
• Resolved customer complaints, concerns, and queries efficiently and effectively
• Conducted outbound calls utilizing auto-dialer and CRM systems
• Responded promptly and professionally to incoming customer calls

Customer Service Representative (Records) at Amasaman Hospital (2020-01 – 2021-12)

• Maintained accurate patient records, ensured efficient filing, and provided prompt retrieval of records
• Streamlined outpatient procedures and reduced processing times by managing client operations
• Integrated and indexed patient data including diagnosis, imaging, medications, and immunizations into record systems

Customer Service Agent at Oxygen8 Communication (2018-01 – 2020-12)

• Resolved customer complaints promptly, reinforcing the organization's reputation for customer-centric service
• Handled large volumes of incoming calls and inquiries via phone, email, and live chat promptly
• Maintained up-to-date knowledge of products, services, and promotions
• Contacted potential clients, communicated procedures, and meticulously documented leads, significantly contributing to successful conversions

Administrative Secretary (National Service) at Ga East Municipal Health Directorate (2016-01 – 2017-12)

• Produced professional correspondence including memos, minutes, reports, and formal letters, supporting the administrative operations of the municipal health directorate.
• Coordinated the preparation and processing of invoices and billing documents, contributing to efficient financial administration.

BSc in Business Administration (Human Resource Management) – Kwame Nkrumah University of Science and Technology (KNUST) (2025-12)

Higher National Diploma (HND) in Secretaryship and Management – Accra Technical University (2016-12)