Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Courses Trainings
References
Timeline
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Barbara Baaba Boateng

Barbara Baaba Boateng

customer service representative
Accra

Summary

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
  • Patience
  • Marketing Plans
  • Strategic thinker
  • Customer Service-Oriented
  • Online and mobile consumer marketing tools

Certification

  • Certificate in customer service
  • Certificate in passenger handling
  • Certificate in ticketing and reservation
  • Wassce certificate

Accomplishments

  • More than two years of relevant work experience
  • A good team leader
  • Excellent communication skills
  • Excellent customer service skills
  • Good in computer skills
  • Good organization skills
  • Customer Satisfaction

Courses Trainings

  • Human Factor Training
  • Dangerous goods Training
  • Health and safety Training
  • Fire safety Training
  • Customer service Training
  • Global privacy and security Training
  • Arts of Host
  • Opera Training

References

  • Raphael Otutey Blaboe, Director of Human Resources, Accra Marriott Hotel, (0)233 30 273 8000
  • Bertha Essel, Assistant Head of Passenger Handling, Menzies Aviation Gh, (0)233 24 37 26324
  • Benedict Gasu, Duty Manager, Aviance Ghana, (0)233 54 434 9577
  • James Obeng, General Manager, Fresh & Dry (hpw), (0)233 27 193 4055

Timeline

Marketing Officer

Byll Wych Travel and Tour
03.2024 - Current

Guest Experience Expert

Accra Marriott Hotel
11.2022 - 09.2023

Personal Assistant/Customer Analyst

Med-Scientific ltd
09.2021 - 04.2022

Census Officer

Ghana Statistical Service
06.2021 - 07.2021

Airport Customer Service Agent

AHS Menzies Aviation GH (LOST AND FOUND)
09.2018 - 04.2021

Intern

CSA Menzies Aviation Ghana (Akwaaba lounge)
11.2017 - 06.2018

Intern

CSA Aviance Ghana (lost and found)
03.2017 - 06.2017

Quality Control Officer

Fresh & Dry co ltd. And Health & Safety Officer
05.2015 - 03.2016

Ticketing and Reservations -

Int. Travel & Tourism Institute

Passenger Handling / Customer service -

Int. Travel & Tourism Institute
Barbara Baaba Boatengcustomer service representative