Lourd

Lourd Nii Ayensu Thompson
Customer Service Expert | AI-Savvy Solutions Specialist
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Accra - Ghana

Professional Summary
Dedicated Customer Service Representative with over 5 years of experience across multiple industries. Skilled in
handling customer inquiries, resolving issues quickly, and improving customer satisfaction. Proven track record in
sales, increasing revenue, and client retention. Proficient in using AI-driven tools to streamline customer support
processes and enhance efficiency. Looking to bring my expertise in customer service and sales to a growing
organization focused on customer success.

Education
2010/09 – 2013/07 WASSCE
Accra, Ghana Achimota School
Visual Art and communication skills
Focused on communication techniques and creative problem-solving, laying the
groundwork for customer engagement skills.

Professional Experience

2024 – present Registered Sales Agent (RSA)
Tema, Ghana HMB Ghana
Spearheaded targeted sales campaigns, resulting in a 15% increase in sales revenue
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through the promotion of heavy machinery, including excavators and rollers, to
construction and industrial clients.
Enhanced customer retention rates by 20% by establishing a comprehensive after-sales
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support program, offering timely maintenance advice and check-ins on product
performance.
Successfully introduced two new machinery product lines, driving a 10% boost in
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quarterly sales and expanding the company's footprint in the market.

2018/09 – 2019/11 Teller/client support
Tema, Ghana Calbank Ghana Limited
Processed over 350 customer transactions per shift, ensuring precise and efficient
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handling of deposits, withdrawals, and account inquiries, contributing to a customer
satisfaction rate of over 90%.
Proactively facilitated the account opening process, ensuring all KYC (Know Your
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Customer) documentation was submitted accurately and in compliance with regulatory
requirements, reducing the risk of errors and customer dissatisfaction.
Collaborated with the outbound sales team, conducting 60 outbound calls daily to
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promote banking products, resulting in a 35% increase in transaction volumes and new
account openings.
Played a key role in resolving complex account issues, achieving a 90% first-contact
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resolution rate, minimizing delays, and enhancing the overall customer experience.
2015/03 – 2018/06 Customer Service and Sales
Arrow trade
Handled 75% of daily customer inquiries via live chat and phone support, providing swift
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and effective solutions to technical and account-related issues.
Led the account verification process, ensuring all billing documents were thoroughly
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checked and processed on time, resulting in a 100% error-free delivery of documents to
the billing department.
I worked closely with sales teams to implement strategic selling techniques that
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consistently met or exceeded monthly sales targets by 20%, driving overall business
growth and profitability.
Introduced cross-selling initiatives during customer interactions, leading to higher first-
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time deposits (FTDs) and contributing to increased client retention and long-term
engagement.

Personal abilities

AI Tools for Customer Service Sales and Upselling Techniques
CRM Systems and Data Entry Technical Troubleshooting
Customer Support and Issue Resolution Multitasking and Time Management

WordPress and E-commerce Team Collaboration and Communication

Languages
English
C2

Certificates
Customer Support Representative Skills Google IT Support Fundamentals
Gained proficiency in managing customer relations using Trained in troubleshooting, system administration, and
modern support tools. network support.

Projects
2024/06 – present Foxton Agro Tech and services
In 2024, I initiated my project, Foxton Agrotech and Services, which is scheduled to
launch on January 15, 2025. This venture is dedicated to modernizing agricultural
practices through hydroponic systems while addressing community needs with affordable
housing solutions. I am also committed to supporting orphanage homes and developing
skill-building programs that empower individuals and contribute positively to the health
sector. Through Foxton Agrotech, I aim to create lasting change and drive sustainable
growth within the community.

2019/01 – 2023/10 Synthafric Ghana Company limited
From 2019 to 2023, I served as the Director of Sales and Marketing at Synthafric Ghana
Company Limited, where I was instrumental in establishing the company. Focused on
crop production, particularly maize, and cassava, I developed effective sales strategies that
helped the company gain a strong foothold in the agro-industry. My efforts in building
relationships with key stakeholders were vital for our growth and success.