Manfred Osei Owusu
Prague 4
Summary
Diplomatic customer service professional experienced in defining and analysing customer requests to resolve issues. I am accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognised for consistently receiving excellent customer feedback.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Oakridge Pharmacy Ltd
Kumasi
12.2021 - 09.2023
- Provide friendly and professional customer support via phone, email, and live chat.
- Address customer inquiries, resolve issues, and ensure a positive customer experience.
- Effectively use CRM software to document customer interactions and solutions.
- Collaborate with other departments to resolve complex issues and improve overall customer satisfaction.
- Meet and exceed performance metrics, including response time, resolution time, and customer satisfaction scores.
- Stay updated on product knowledge and industry trends to provide accurate information to customers.
Inventory Manager
Datsmile Pharmacy Ltd
Ejisu
01.2020 - 12.2021
- Monitored supplier performance to ensure orders were fulfilled on time and accurately according to customer requirements.
- Led team of inventory employees to receive and record new stock.
- Received, evaluated and scanned in new inventory, updated computer database and proactively resolved variances.
- Coached employees on inventory management activities, identifying quality candidates for advancement opportunities.
- Created reports on inventory levels, trends, costs, deliveries. for upper management review.
- Developed and documented standard and emergency operating procedures for receiving and shipping products or materials.
- Resolved issues related to receiving errors such as incorrect quantities or missing items.
- Implemented and planned warehouse safety and security programs and activities.
- Identified discrepancies between physical counts and computer records; investigated causes and took corrective action as needed.
- Analyzed current processes and identified areas of improvement for better efficiency in the inventory management process.
- Managed day-to-day logistics operations and monitoring incoming deliveries.
- Supervised activities of workers engaged in receiving, storing and shipping products or materials.
- Coordinated with internal departments regarding returns, exchanges, credits due to damaged goods or wrong shipments.
- Managed the disposal of surplus or obsolete stock items in a timely manner within budgetary limits.
- Ensured product quality and safety standards were met throughout the inventory process.
- Utilized warehouse management systems software for tracking products from receipt through shipment.
Assistant Marketing Officer
King Bernard Printing Press Ltd
Asafo
12.2016 - 12.2019
- Placed marketing and advertising displays and materials at stores.
- Emphasized features and demonstrated technical knowledge to acknowledge questions about products and availability.
- Maintained marketing database to keep customer and prospect files up to date.
- Conducted research on competitors' activities in order to identify potential opportunities for improvement.
- Maintained relationships with external stakeholders such as vendors, suppliers and partners.
- Gathered competitive marketing intelligence to support pricing, coverages and market actions.
- Prepared reports on market conditions, competitor activity and sales results.
- Supervised creation of marketing materials and collateral.
- Coordinated production of marketing materials including print ads, radio spots and television commercials.
- Implemented and carried out project objectives, driving compliance with company and government policies.
- Collaborated with internal teams to ensure successful execution of projects according to deadlines.
- Analyzed consumer behavior data to determine trends in customer preferences.
Education
HND - Procurement And Supply Chain Management
Kumasi Technical University
Kumasi, Ghana.12-2018
Skills
- Information Security
- Appointment Scheduling
- Product Knowledge
- Inbound and Outbound Calling
- Scheduling
- Account Updating
- Report Generation
- Data Collection
- Complaint Resolution
- Data Entry
- Call Management
- Documentation
- Critical Thinking
- Customer Relationship Management (CRM)
- Professional Telephone Demeanor
- Microsoft PowerPoint
- Call Triaging
- Problem Resolution
- Product Education
- Customer Education
- Customer Relations
- Problem-Solving Abilities
- Multi-Task Management
- Customer Service
Certification
- Effective Customer Service Skills
- HND Purchasing and Supply
Languages
English
First Language
References
References available upon request.
Timeline
Customer Service Representative
Oakridge Pharmacy Ltd
12.2021 - 09.2023
Inventory Manager
Datsmile Pharmacy Ltd
01.2020 - 12.2021
Assistant Marketing Officer
King Bernard Printing Press Ltd
12.2016 - 12.2019
HND - Procurement And Supply Chain Management
Kumasi Technical University
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