Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Marketing Officer
Byll Wych Travel and Tour
Accra- Spintex
03.2024 - Current
Identified target audiences and developed strategies to reach them through various channels.
Developed, implemented and evaluated marketing campaigns for new products or services.
Organized promotional events such as trade shows, conferences, and sponsored activities.
Created content for website and social media channels including blog posts, videos, podcasts and webinars.
Analyzed customer feedback to inform product development decisions.
Collaborated with internal teams to design effective marketing materials such as brochures, flyers, posters.
Guest Experience Expert
Accra Marriott Hotel
Accra
11.2022 - 09.2023
Greeted arriving guests to provide assistance and facilitate check-ins.
Assisted guests in answering questions and completing check-in and check-out processes.
Answered guest inquiries regarding hotel offerings and services.
Assisted in resolving guest complaints related to room availability, cleanliness, service issues, or billing disputes.
Provided exceptional customer service to ensure satisfaction of all guests.
Monitored lobby traffic to ensure a safe and secure environment for guests.
Performed cashier duties such as taking payments from customers, reconciling accounts, and issuing receipts.
Addressed escalated customer service issues with professionalism while providing solutions to meet the needs of the guest.
Managed phone calls in an efficient manner by transferring calls when necessary or assisting with inquiries.
Provided concierge services such as making reservations for dining or entertainment events on behalf of guests.
Personal Assistant/Customer Analyst
Med-Scientific ltd
09.2021 - 04.2022
Greeted visitors in a professional manner and provided assistance with inquiries.
Maintained confidential files related to personnel records or other sensitive information.
Coordinated meetings between internal departments and external partners.
Proofread documents for accuracy prior to submission to the executive team.
Monitored deadlines for tasks assigned to staff members on behalf of the executive team.
Conducted data analysis to identify customer trends, needs and preferences.
Census Officer
Ghana Statistical Service
06.2021 - 07.2021
Enumeration
Understood and followed oral and written directions.
Airport Customer Service Agent
AHS Menzies Aviation GH (LOST AND FOUND)
09.2018 - 04.2021
Assisting customers to find their lost items via World Tracer System
Provided customer service to clients through phone and email communication.
Developed customer relationships and ensured satisfaction with services.
Responded promptly to customer inquiries and complaints in a professional manner.
Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
Intern
CSA Menzies Aviation Ghana (Akwaaba lounge)
11.2017 - 06.2018
Verified identification documents of passengers.
Answered inquiries from customers regarding travel information.
Communicated regularly with other staff members for updates on flight status.
Managed aircraft seating arrangements as per customer requests.
Provided assistance to unaccompanied minors during travel process.
Interpreted identification labels and tags to properly route baggage and cargo.
Provided boarding passes and luggage tags to customers.
Greeted passengers and assisted with check-in procedures.
Ensured compliance with safety regulations and airline policies.
Intern
CSA Aviance Ghana (lost and found)
03.2017 - 06.2017
Assisting customers to find their lost items via World Tracer System
Dealing with customers face-to-face, over the phone and via email
Dealing with customer concerns, feedbacks and complaints
Dealing with stressful situations and emergencies in a professional manner, and ensuring that customer’s concerns are promptly addressed
Answering phone calls in a more professional manner to address customer concerns
Ensuring customer’s satisfaction and service at its best.
Quality Control Officer
Fresh & Dry co ltd. And Health & Safety Officer
05.2015 - 03.2016
Ensured quality standards were met for all products produced by the company.
Conducted inspections of raw materials, components and finished products to ensure compliance with established quality control procedures.
Analyzed test results from incoming material, in-process and final products to detect trends or nonconformance issues.
Maintained accurate records of all inspections performed including test results and corrective actions taken when necessary.
Created reports summarizing data collected during inspections and presented findings to management team members.
Participated in internal audits conducted by third party auditors or customers' representatives.
Education
Ticketing and Reservations -
Int. Travel & Tourism Institute
06.2017
Passenger Handling / Customer service -
Int. Travel & Tourism Institute
06.2017
Skills
Active Listening and Empathy skills to understand customer needs and provide appropriate solutions
Time Management and organizational skills to prioritize tasks and manage a high-volume workload
Problem-Solving and critical-thinking abilities to resolve customer issues effectively and efficiently
Adaptability and flexibility to handle various customer personalities and changing work environment