Jonathan Senazah
Customer service representative at Absa Bank Ghana
Banking & Finance at Accra Technical University
Ghana
Hi, I'm Jonathan Senazah!
Customer service representative at Absa Bank Ghana
A results-oriented professional with over 5 years of working experience in Sales and Customer experience within the business and financial services industry. Demonstrated excellence in high-volume call centers with a proven track record of achieving top customer satisfaction and consistently surpassing performance metrics. Known for outstanding communication and problemsolving skills, adept at balancing customer needs with business goals. Skilled in using CRM platforms, telemarketing systems, and data analytics to streamline workflows, optimize campaigns, and drive conversions. Recognized for identifying highvalue sales opportunities and executing retention strategies that maximize customer lifetime value. Highly adaptable, quick to master new technologies, and consistently ranked among top performers in customer satisfaction, with solutions-driven professional is committed to delivering measurable results and excellence in every interaction.
Experience
Absa Bank Ghana
Customer service representative
September 2022 - Present
Description of Key Responsibilities and Achievements
- Optimized Customer Engagement & Sales Presentation: Strategically coordinated over 800 appointments monthly for a high-performing sales team, boosting customer engagement and enabling an increase of 150+ sales presentations per month. This initiative contributed to a 20% uplift in customer acquisition and engagement rates.
- Enhanced Team Productivity Through Metrics Analysis: Analyzed and tracked call center performance metrics to refine team efficiency, achieving a 15% improvement in average talk time and a 25% increase in hourly call rates. This productivity boost was instrumental in exceeding quarterly targets and enhancing customer outreach.
- Elevated Customer Satisfaction and Service Excellence: Maintained expertlevel product knowledge, ensuring swift, accurate responses to customer inquiries and resulting in a 10% improvement in customer satisfaction ratings. Achieved a high first-call resolution rate, directly impacting customer loyalty and retention.
- Streamlined Information Access & Order Processing: Managed and updated an extensive database of 500+ customer accounts, contacts, and orders, enhancing accessibility and ensuring rapid follow-ups. This process optimization reduced turnaround time for customer requests by 30%, supporting a seamless customer experience.
- Recognized for Exceptional Customer Service: Recognized and celebrated on multiple occasions for outstanding contributions to customer satisfaction, responsiveness, and team leadership, consistently ranking in the top 5% for customer feedback scores.
Certificates & Badges
No certificates or badges added
Projects
No projects added
Languages
English
Native
Skills
Customer Care
Data Acquisition Analyst
Customer Service Data Entry
Customer Acquisition
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