Summary
Overview
Work History
Education
Skills
Accomplishments
Cell Phone
References
Hobbies and Interests
Timeline
Teacher
ABA VERA ABBEYQUAYE

ABA VERA ABBEYQUAYE

Customer Service Manager
Accra

Summary

To be part of a corporate culture that is Market Driven and Customer Oriented to enable me acquire professional skills and knowledge for use in Customer Relationship Management/Human Resource Management.

I am a self-motivated person who demonstrates dedication to duties and a high sense of responsibility. I am well-organized with a keen interest in learning new things and work well as a team member, possessing excellent communication skills. Diplomatic and tactful with both professional and non professionals at all levels and accustomed to handling sensitive and confidential records. Have the ability to work in a hectic environment with little or no supervision and easily able to transcend cultural differences.

Overview

28
28
years of professional experience

Work History

Resource Person

Aqua Safari Resort
03.2017
  • Identified lapses in their service delivery to guests and potential guests
  • Equipped them with an in-depth knowledge of customer service skills
  • Sharpened their sense of responsibility in the discharge of their daily duties
  • Empowered them to maintain a warm yet professional approach to Guests
  • Equipped them with telephone handling skills
  • Equipped them with an upgrade on appearance and comportment
  • Equipped them with a keen sense of personal hygiene and grooming.

Manager

Bean Lodge
05.2016 - 01.2021
  • Identify key arears, with issues and concerns and act upon them accordingly
  • Ensure financial and staff records are kept properly
  • Observing and monitoring staff performance in order to ensure acceptable standards and adherence to policies and procedures
  • Responsible for organization and implementation of staff training
  • Responsible for maintaining a safe, harmonious and enjoyable work environment for staff and Guests alike
  • Responsible for co-ordinating all activities of the lodge and resolving problems and challenges
  • Preparing paperwork pertaining to departmental functions
  • Assigning duties to workers and preparing shift schedule
  • Inspect guest rooms, public arears and grounds to ensure acceptable cleanliness standards
  • Formulation of clear objectives for the entire lodge staff and ensuring timely implementation
  • Generate Daily Revenue Reports as per occupancy levels.

Sales & Marketing/Customer Service Officer

Golden Bean Hotel
01.2014 - 01.2016
  • Perform assigned duties with reference to approved checklist designed for the Accra area
  • Be responsible for corporate clients and value accounts, local and foreign leisure; tour operators and travel agents
  • Negotiate, organize and close sales
  • Identify potential leads and follow up to ensure a sale is made
  • Follow up and ensure that all bookings made are documented according to policies and procedures
  • Prepare and update regularly, schedules of all incoming groups and follow-up on deposits
  • Submit weekly reports on room nights, denials and turn-aways generated by corporate, banqueting clients and tour operators to the sales manager
  • Responsible for organizing all events as described in the sales and marketing plan and those developed at a later stage for the Greater Accra area
  • Manage additional duties as and when assigned and considered normal for a sales executive
  • Participate in events organized outside the hotel as approved by Sales & Marketing Manager
  • Adhering to all fire, life, health and safety policies and procedures of the hotel.

Mystery Shopper

Golden Beach Hotels
01.2012 - 01.2013
  • Assessed all service arears in the hotel
  • Assessed all staff interactions with guests: potential and real guests alike
  • Assessed telephone handling with guests
  • Assessed the facility and arears where it could be enhanced for guest use
  • Assessed staff appearance and comportment
  • A comprehensive report on ALL findings for training and further evaluation.

Mystery Shopper

Crown Apartemento Hotel
01.2012 - 01.2013
  • Assessed all service arears in the hotel
  • Assessed all staff interactions with guests: potential and real guests alike
  • Assessed telephone handling with guests
  • Assessed the facility and arears where it could be enhanced for guest use
  • Assessed staff appearance and comportment
  • A comprehensive report on ALL findings for training and further evaluation.

Front Office Head

Shangri-La Hotel
01.2010 - 01.2012
  • Ensuring the smooth running of the front office
  • Ensuring that staff are neatly and smartly dressed
  • Ensuring that all shuttle bus services are taken care of
  • Liasing with maintenance and housekeeping to ensure the rooms are habitable
  • Manager on duty thrice a week
  • Taking note of all guests complaints and channeling them to the appropriate departments
  • Effectively managing the business centre, and ensuring its smooth running.

National Service Personnel

Internal Revenue Service
01.2007 - 01.2008
  • Preparation Of Vehicle Income Tax
  • Preparation Of Income Tax Slips for employees
  • Tax Collection.

Business Development Executive

Magnum Supplies and Investments Ltd
01.2004 - 01.2005
  • Strategic Marketing of Reister range of medical equipment
  • Identifying potential areas for research relating to the Company's target Market
  • Market Research & Product Development
  • Collecting, Collating & Analysis of Data Relating to Sale And Distribution Of Products and Services
  • Product Management
  • Customer Care
  • Public Relations
  • Advisory Services
  • Report Writing.

Sales Advisor/ Marketing Representative

Supreme Furnishers
01.2000 - 01.2002
  • Strategic Marketing and Business Development
  • Product Management
  • Relationship Management
  • Customer Care
  • Public Relations
  • Achieved Monthly sales Target of ¢30m
  • Situation Needs Assessment
  • Prospecting for New Customers
  • Advisory Services
  • Report Writing.

Public Relations Officer

Rex Omar Associates
01.1998 - 01.1999
  • Relationship Management
  • Advertising & Promotion
  • Customer Care
  • Public Relations
  • Concert Schedule Planning
  • Speech & Report Writing.

Supervisor (After School programme)

Ghana International School (GIS)
01.1995 - 01.1997
  • Educational Programmes Organizer
  • Child Care for pupils under 10yrs
  • General Supervisory Duties
  • Report Writing.

Tour Guide & Customer Care Person

Mnet Ghana
01.1993 - 01.1995
  • Public Relations
  • Company Tour Guide
  • Customer Care Person - Motorola Phones & Equipments
  • Situation & Needs Assessment
  • Advisory Services
  • Speech & Report Writing.

Education

VAN HESSON

Bachelor of Arts - Sociology and Political Science

UNIVERSITY OF GHANA, LEGON

GHANA INSTITUTE OF JOURNALISM

GCE "O" Level -

ACCRA GIRLS SECONDARY SCHOOL

INTERNATIONAL TRAVEL & TOURISM INSTITUTE
07.2014

Skills

  • Customer service
  • Marketing
  • Articulate
  • Interpersonal communication skills
  • Planning and organizing skills
  • Report writing
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Office
  • Powerpoint
  • Cross-Functional Teamwork

Accomplishments

  • Head of Staff Welfare at Supreme Furnishers (2000 - 2002)
  • Co-ordinated the successful launching of Daihatsu range of vehicles for PHC motors (Rex Omar Associates) (1998 - 1999)
  • Toured successfully with the British & South African rugby players during max Brito/ Ali Jaraah charity event (MNET)

Cell Phone

+233 (0) 245 708610

References

  • MR. ALFRED OFORI ANNYE, DEPUTY CHIEF EXECUTIVE OFFICER, P.B.C LTD, 0247787701 / 020 5309858
  • EMELIA NARH, HUMAN RESOURCE MANAGER, ACCRA CITY HOTEL, 0264 912328

Hobbies and Interests

  • Reading
  • Meeting people
  • Taking up new and positive challenges and committed to developing personally and professionally.

Timeline

Resource Person

Aqua Safari Resort
03.2017

Manager

Bean Lodge
05.2016 - 01.2021

Sales & Marketing/Customer Service Officer

Golden Bean Hotel
01.2014 - 01.2016

Mystery Shopper

Golden Beach Hotels
01.2012 - 01.2013

Mystery Shopper

Crown Apartemento Hotel
01.2012 - 01.2013

Front Office Head

Shangri-La Hotel
01.2010 - 01.2012

National Service Personnel

Internal Revenue Service
01.2007 - 01.2008

Business Development Executive

Magnum Supplies and Investments Ltd
01.2004 - 01.2005

Sales Advisor/ Marketing Representative

Supreme Furnishers
01.2000 - 01.2002

Public Relations Officer

Rex Omar Associates
01.1998 - 01.1999

Supervisor (After School programme)

Ghana International School (GIS)
01.1995 - 01.1997

Tour Guide & Customer Care Person

Mnet Ghana
01.1993 - 01.1995

VAN HESSON

Bachelor of Arts - Sociology and Political Science

UNIVERSITY OF GHANA, LEGON

GHANA INSTITUTE OF JOURNALISM

GCE "O" Level -

ACCRA GIRLS SECONDARY SCHOOL

INTERNATIONAL TRAVEL & TOURISM INSTITUTE
ABA VERA ABBEYQUAYECustomer Service Manager