Frederick Effah

Remote-focused Customer Service Representative with 3+ years of experience in multi-channel support, issue resolution and operational efficiency. Proven track record of resolving at least 80% of customer's complaint directly, managing high-volume inbound calls and outbound campaigns and driving both customers and leads satisfaction. Adept at leveraging SaaS, CRM software, Google Workspace, and Microsoft Office Suites to deliver seamless virtual support and cross-functional collaboration.

Contact Centre Agent - First Atlantic Bank PLC

(2025-01 - 2026-07)

• Resolved at least 80% of customer complaints directly and efficiently, ensuring high client satisfaction and positive relationship building.
• Managed high-volume inbound and outbound campaign operations, routing calls appropriately and processing customer orders in coordination with relevant departments.
• Drafted and processed customer requests with CRM tools, and successfully upsold bank products and services to contribute to revenue growth.
• Escalated complex customer issues effectively, followed up on previous complaints, and collected feedback to support continuous service improvement.

National Service Personnel - Audit Service

(2023-11 - 2024-10)

• Communicated professionally and built strong relationships by liaising with diverse community groups and various agencies.
• Analyzed performance data to assess service productivity, identifying key areas for training and program enhancement.
• Delivered high-quality results on assigned projects while maintaining strong attention to detail and a customer-centric focus.

Receptionist - BB Creative

(2022-09 - 2023-09)

• Managed invoice payment applications and accurately inputted client and financial data into company books.
• Provided timely feedback and communication regarding accounts receivable payments to internal teams and stakeholders.
• Maintained exceptional accuracy in preparing precise journal entries and tracking revenue records.
• Performed comprehensive account reconciliations to verify financial expenditures and ensure data integrity.

Bachelor of Science In Accounting - Accounting - University of Professional Studies, Accra (2019-09 - 2023-09)

Bachelor in Software Development - Software Development - Brigham Young University (2026-01 - 2028-02)