Virtuous Frempong

Results-driven, organized Digital Customer Service Professional with a background in finance compliance and multi-channel client support. Proven track record of improving customer satisfaction scores to 85% and maintaining data integrity. Adept at cross-functional collaboration and utilizing digital toolsets to optimize operational workflows, manage fleet relations, and resolve complex scheduling conflicts efficiently.

Customer Service Representative - iSON Xperiences

(2026-05 - 2026-08)

• Managed an average of 60 daily customer interactions across voice and digital channels, consistently maintaining a 90%+ customer satisfaction (CSAT) score.
• Achieved a 15% increase in First Call Resolution (FCR) by utilizing advanced troubleshooting tools and strictly adhering to service protocols.
• Collaborated with team leads to document and resolve technical account escalations, contributing to an 8% reduction in repeat customer complaints.
• Maintained 100% accuracy in CRM record-keeping and data entry, ensuring seamless information flow for internal compliance and future service initiatives.
• Proactively identified and communicated process bottlenecks to management, leading to the refinement of internal knowledge-base documentation for new team members.

Digital Customer Service Trainee - Generation Ghana (Apprentice)

(2026-04 - 2026-05)

• Simulating high-pressure digital support scenarios, mastering multi-channel communication strategies to effectively manage client expectations.
• Developing advanced problem-solving techniques to manage multiple active inquiries simultaneously, ensuring rapid and safe resolution of logistical issues.
• Practicing cross-cultural team collaboration and active listening techniques to manage complex relationship barriers and client objections smoothly.
• Gained hands-on experience with modern CRM platforms and ticketing systems, enhancing efficiency in tracking and resolving client-reported issues.

Customer Service Rep & Document Control Officer - Services Integrity Savings And Loans Ltd (NSP)

(2024-10 - 2025-08)

• Managed direct client relations and communications, achieving an 85% customer satisfaction score and increasing overall brand loyalty metrics.
• Maintained high standards of operational excellence and record-keeping, reducing organizational administrative errors by 22%.
• Collaborated closely with cross-functional managers to relay client feedback directly into internal process-improvement initiatives.
• Utilized problem-solving skills to promptly de-escalate and resolve customer account disputes and compliance inquiries.

Assistant Accountant Trainee - Ghana Armed Forces (Internship)

(2023-06 - 2023-09)

• Processed over 150 administrative and payment vouchers monthly with 99% accuracy under tight weekly deadlines.
• Organized and digitized over 500 archival financial and compliance records, increasing departmental document retrieval speed by 30%.

Certificate - Digital Customer Service - Generation Ghana (2026-04)

Bachelor of Science - Accounting - Ghana Institute of Management and Public Administration (GIMPA) (2021-01 - 2024-07)