Summary
Overview
Work History
Education
Skills
Certification
Training & Seminar
References
Timeline
Generic

Adelaide Selasi Beckley

Dome Kwabenya

Summary

Senior Customer Service Officer with many years of highly productive experience in fast-paced work environment. Effectively motivates staff with can-do attitude and passion for success.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Senior Customer Service Officer /Debt Management Officer

ECG
Legon
06.2025 - Current
  • Analyze account balances and prepared docket for Revenue Mobilization, engagement and reconciliation for the Revenue & Disconnection team.
  • Ensure that all disconnected supply as a result of non-payment of bills are monitored.
  • Make sure all defaulters with debt with above six (6) months are strictly follow-up, engagement and disconnected.
  • Regularly follow up on outstanding debt with emphasis on debt above six (6) months strictly disconnected.
  • Ensure reconnection is affected only when full payment, negotiation conditions applied and reconnection fees are paid.
  • Review of actionable account balances.
  • Regularly collaboration with Meter Readers, Billing Office, DCO and Disconnection teams to review disconnected meters with reading variance and meters disconnected longer than 3 months, report and affect the necessary action.
  • Daily analysis, compilation and contacting of SLT and high debt customers for lasting relationship building.
  • Ensure all non-traceable meters are referred to DM and DTO for further actions to be taking.
  • Prepare and issue demand/disconnection notices to defaulting customers.
  • Prepare lists of recalcitrant debtors to Regional Commercial Manager (RCM) for appropriate legal action to be taken to recover debt.
  • Ensure that all accounts replaced with prepayment meters and the postpaid arrears are transferred to the prepayment system for debt management.
  • Prepare and monitor debts scheduling agreements/payment plans.
  • Prepare weekly and monthly report on debt management activities for District Manager for analysis and evaluation.
  • Dealing with customer’s feedback, concerns and complaints.
  • Receiving and dealing with customers face-to-face, over the phone and via whatsapp etc.
  • Attending and dealing with stressful situations and emergencies in a professional manner and ensuring that customers concerns are quickly addressed.

Customer Service Officer /Debt Management Officer

ECG
Roman Rigde
02.2022 - 06.2025
  • Regularly follow up on outstanding debt with emphasis debt above six (6) months strictly disconnected.
  • Ensure reconnection is affected only when full payment and reconnection fees are paid.
  • Review of actionable account balances.
  • Regularly liaising with Meter Readers, Billing Office, DCO and Disconnection teams to review disconnected meters with reading variance and meters disconnected longer than 3 months, report and affect the necessary action.
  • Daily analysis and compilation of high debt customers for contacting and relationship building.
  • Ensure all non-traceable meters are referred to DM and DTO for further actions to be taking.
  • Prepare and issue demand/disconnection notices to defaulting customers.
  • Prepare lists of recalcitrant debtors for appropriate legal action to be taken to recover debt.
  • Ensure that all accounts replaced with prepayment meters the postpaid arrears are transferred to the prepayment system for debt management.
  • Prepare and monitor debts scheduling agreements/payment plans.
  • Prepare weekly and monthly report on debt management activities for District Manager for analysis and evaluation.
  • Dealing with customer’s feedback, concerns and complaints.
  • Receiving and dealing with customers face-to-face, over the phone and via whatsapp etc.
  • Attending and dealing with stressful situations and emergencies in a professional manner and ensuring that customers concerns are quickly addressed.

Assistants Customer Service Officer /Debt Management Officer

ECG
Roman Rigde
10.2017 - 07.2024
  • Analyze account balance and prepared docket for disconnection team.
  • Ensure that all disconnected supply as a result of non-payment of bills are monitored.
  • Make sure all defaulters with debt with above six (6) months are strictly disconnected.
  • Regularly follow up on outstanding debt with emphasis on debt above six (6) months strictly disconnected.
  • Ensure reconnection is affected only when full payment and reconnection fees are paid.
  • Review of actionable account balances.
  • Regularly liaising with Meter Readers, Billing Office, DCO and Disconnection teams to review disconnected meters with reading variance and meters disconnected longer than 3 months, report and affect the necessary action.
  • Daily analysis and compilation of high debt customers for contacting and relationship building.
  • Ensure all non-traceable meters are referred to DM and DTO for further actions to be taking.
  • Prepare and issue demand /disconnection notices to defaulting customers.
  • Prepare lists of recalcitrant debtors for appropriate legal action to be taken to recover debt.
  • Ensure that all accounts replaced with prepayment meters the postpaid arrears are transferred to the prepayment system for debt management.
  • Prepare and monitor debts scheduling agreements/payment plans.
  • Prepare weekly and monthly report on debt management activities for District Manager for analysis and evaluation.
  • Dealing with customer’s feedback, concerns and complaints.
  • Receiving and dealing with customers face-to-face, over the phone and via whatsapp etc.
  • Attending and dealing with stressful situations and emergencies in a professional manner and ensuring that customers concerns are quickly addressed.

Senior Customer Service Executive – Roman Ridge District

ECG
Roman Rigde
01.2012 - 01.2016
  • Dealing and communicating with customers through various channels.
  • Handling, resolving and acknowledging customer complaints.
  • Responding promptly to customer enquiries.
  • Managing and maintaining empathetic, positive and professional attitude towards customers at all times.
  • Assess and identify customer need to achieve satisfaction.
  • Process forms, applications and requests.
  • Set up new customers account (N/S, S/M, and Add Load.
  • Record the process details of enquiries, comments and complaints.
  • Record details of action taken.
  • Follow up on customer complaints and interactions.
  • Maintain and update customer databases.
  • Coordinate and communicate with internal sections or departments.

Customer Service Assistant – Legon District

ECG
Legon
01.2008 - 01.2011

Customer Service Assistant – Roman Ridge District

01.2006 - 01.2007

Regional Marketing Officer, Accra West Region

01.2004 - 01.2006

Junior Administration Assistant – ECG Head Office Human Resource

01.1997 - 01.2004

Education

Executive Masters - Business Administration

GIMPA
Greenhill, Accra
01.2019

High School Diploma -

Accra Workers College | GCE A' Level
Accra
01.2000

GCE O’ Level Certificate -

Keta Secondary School
Keta
01.1994

Skills

  • Excellent in Microsoft Word, Excel and Power Point
  • Ability to adapt quickly and easily
  • Excellent Interpersonal relationship skills
  • Great analytical and thinking skills
  • Ability to meet deadline and work with minimal supervision
  • Strong ability to analyze and interpret customer bills

Certification

  • DECEMBER, 2023 Certificate of Chartered Marketer Status, Chartered Institute of Marketing, Ghana
  • DECEMBER, 2015 Accepted as a Full Member of Chartered Institute of Marketing, Chartered Institute of Marketing, Ghana
  • FEBRUARY, 2015 Professional Postgraduate Diploma in Marketing, Chartered Institute of Marketing –United Kingdom
  • APRIL, 2013 Elected as an Affiliate Member, Chartered Institute of Marketing –United Kingdom
  • FEBRUARY, 2008 Advanced Certificate in Marketing, Chartered Institute of Marketing –United Kingdom
  • DECEMBER, 2001 Certificate in Marketing, Chartered Institute of Marketing – United Kingdom

Training & Seminar

  • Customer Service Management, critical to customer retention and business growth and financial sustainability.
  • Effective Carrier Development for Women Prospects and Challenges.
  • Rebranding ECG for a healthy Customer Relationship.
  • Creating and Delivering Customer Satisfaction through Critical Business Process
  • Customer Care it’s importance and benefits in a Utility Company (ECG).
  • Customer Relationship Management Effective and Efficient ways to improve service delivery.
  • Improving Revenue growth through efficient operational and exceptional service delivery
  • Emotional Intelligence: essential skills and integrity for effective Corporate leaders, Managers and Supervisor
  • Debt management activities, processes, and its implications on the overall business growth
  • Implications for poor Financial Management to Finance for Non- Finance Staff.
  • Achieving Positive attitude through behavioral and attitudinal change.

References

  • George Maclean, Arthur, District Manager, gmarthur@ecg.com, 0243564738, Electricity Company of Ghana, Legon District, Ghana
  • Kwabena, Agyekum, Chief Executive Officer, Kagyekum@cimg.org, 0244220427, Chartered Institute of Marketing, Ghana, Ghana

Timeline

Senior Customer Service Officer /Debt Management Officer

ECG
06.2025 - Current

Customer Service Officer /Debt Management Officer

ECG
02.2022 - 06.2025

Assistants Customer Service Officer /Debt Management Officer

ECG
10.2017 - 07.2024

Senior Customer Service Executive – Roman Ridge District

ECG
01.2012 - 01.2016

Customer Service Assistant – Legon District

ECG
01.2008 - 01.2011

Customer Service Assistant – Roman Ridge District

01.2006 - 01.2007

Regional Marketing Officer, Accra West Region

01.2004 - 01.2006

Junior Administration Assistant – ECG Head Office Human Resource

01.1997 - 01.2004

Executive Masters - Business Administration

GIMPA

High School Diploma -

Accra Workers College | GCE A' Level

GCE O’ Level Certificate -

Keta Secondary School

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Adelaide Selasi Beckley