Bernice Aihoon

Handle over 200 inbound and outbound calls, chats, and emails from potential learners in a professional and timely manner.
Assist potential learners with enrollment in our programs and answer their questions about our programs and services.
Follow up with potential learners to ensure their needs are met and they have a positive experience with ALX Learning.
Use Google Suite efficiently to manage learner data, track learner interactions, and create reports and presentations.

Delivered a presentation of company products to customers.
Acknowledged customer complaints and escalated them to the technical team.
Followed up on after-sales service and feedback management.
Managed online sales and online chats (social media).
Achieved a monthly sales target of GHS 100,000 – GHS 150,000.

Responded to an average of 100 phone calls per day at the Contact Centre and dealt with callers’ complaints and requests.
Collaborated with the team to achieve a target of 5% drop call rates at the contact centre.
Logged all complaints in the complaints management system for easy tracking of frequently recurring complaints.
Drafted a weekly situation report which assisted management to improve complaint resolution and adhere to a Turn Around Time of 24 hours.

Planned and dealt with problems involving overtime pay and other perks.
Filed and organized employment documents and data.
Coordinated interviews and orientation for new personnel, and helped the staff find new hires.

Composed news pieces for the Assembly's website and social media accounts.
Collected press clippings on Assembly-related news.
Helped the staff post bye-law updates to the Assembly's websites and social media accounts.
Assisted the staff in covering the Assembly-organized meetings, events, and programs.