EMMANUELLA ABOAGYEWAA
Accra
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
9
9
years of professional experience
Work History
Head of Call Center/Front Desk Receptionist/Social Media Content Creator
Adom Group
Accra , Ghana
01.2026 - Current
- Managed front desk operations, ensuring smooth guest check-in and check-out processes.
- Coordinated appointments and schedules for clients and staff, optimizing office efficiency.
- Implemented streamlined communication protocols between departments to enhance service delivery.
- Resolved guest inquiries and complaints effectively, maintaining high customer satisfaction levels.
- Trained new reception staff on operational procedures and customer service standards.
- Maintained accurate records of guest information and transactions using front desk software systems.
- Led initiatives to improve workplace organization, enhancing overall front desk functionality.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Routed incoming mail and messages to relevant personnel without delay.
- Collaborated with cross-functional teams to ensure alignment on marketing campaigns and messaging.
- Analyzed audience engagement metrics to refine content and improve overall performance.
- Created and scheduled daily posts to maintain consistent brand voice and presence online.
- Led brainstorming sessions for innovative content ideas, fostering a collaborative environment.
- Enhanced brand awareness by creating engaging and shareable social media content.
- Scheduled regular postings using social media management tools, ensuring a steady stream of fresh content for followers'' consumption.
- Managed social media accounts, ensuring timely responses to comments and messages from the community.
- Utilized visual storytelling techniques, incorporating eye-catching images and videos into posts for higher engagement rates.
- Conducted hashtag research to improve post visibility on various platforms, driving organic follower growth.
- Curated diverse content mix, balancing promotional, educational, and entertaining posts to keep audience engaged.
- Streamlined content creation process, enabling more efficient production without compromising quality.
- Boosted audience interaction, responding promptly and creatively to comments and messages.
Executive Assistant
Adom Group
Accra, Ghana
10.2025 - 01.2026
- Prepared detailed meeting agendas and minutes, enhancing communication among stakeholders.
- Streamlined office processes by implementing digital filing systems, improving document retrieval efficiency.
- Supported project initiatives by conducting research and compiling data for presentations.
- Handled confidential and sensitive information with discretion and tact.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Answered high volume of phone calls and email inquiries.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Supported HR activities, facilitating hiring process by scheduling interviews and liaising with candidates.
- Worked with senior management to initiate new projects and assist in various processes.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
Contact Center Executive
Adom Group
01.2023 - 09.2025
- Answering and giving out information to clients on the phone
- Handling the companies chat on social media platforms on Meta Business Suite
- Ensuring that clients are well attended by their respective sales representatives.
- Provided technical support to customers regarding their products or services while maintaining high levels of customer satisfaction.
- Maintained up-to-date knowledge on all products and services offered by the organization; kept abreast of industry changes and regulations impacting customers' needs and preferences.
- Resolved escalated issues promptly while providing excellent customer service throughout each interaction.
- Partnered with other departments such as IT and Sales teams to resolve complex customer issues quickly.
- Analyzed customer feedback data to identify areas of improvement in the contact center operations.
- Created reports summarizing daily activities, including total number of calls handled and average wait times.
Administrative Assistant
Adom Group
02.2021 - 12.2022
- Carrying out Administrative duties such as filing, typing, binding, scanning etc
- Assisting managers with their secretarial duties.
- Maintained files and filing, keeping sensitive information confidential.
- Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner.
- Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records.
- Served as primary point of contact for facilitating operational and administrative inquiries.
- Maintained database of client contact information with accuracy and attention to detail.
National Service Person
NADMO HeadQuarters
09.2019 - 08.2020
- Involved in gathering reports from the regions to the Head Quarters
- Helped to collate and analyze disaster data for management
- Involved in the draft of a composite quarterly report for the organization
- Facilitated the organization of workshops.
- Policy Planning, Research, Monitoring and Evaluation Department
Internship Student
Enterprise Life Insurance
02.2018 - 08.2018
- Sold over 43 policies to 21 people
- Performed administrative duties including completing forms for clients, typing of letters and other documents
- Went on field in search of clients.
- Performed assignments as determined by the supervisor.
- Worked both independently and within a team environment with focus and high attention to detail.
Internship Student
Made Ghana Micro Finance Company
06.2017 - 09.2017
- Marketed the company to over 80 people and was able to convince over 30 people to take a loan from the company to assist them with their personal financial difficulties.
- Performed administrative duties including completing forms for clients, typing of letters and other documents, making phone calls
- Took part in the disbursement of loans to customers on the field.
- Performed assignments as determined by the supervisor.
- Worked both independently and within a team environment with focus and high attention to detail.
- Managed databases of customer information ensuring accuracy of records at all times.
Education
HIGHER NATIONAL DIPLOMA - MARKETING
Accra Technical University
Accra11.2019
SENIOR HIGH SCHOOL - BUSINESS
Ghana National College
Central Region06.2016
Skills
- Quality Control
- Optimization
- Exercising Discretion
- Call Center Processes
- Customer Contact
- Media Contact
- Information Services
- Information Tracking
- Quality Assurance
- Contact Management Systems
- Employee Motivation
- Maintaining Clean Work Areas
- Report Writing
- Quality Improvement Strategy
- Office Organization
- Morale Improvements
- General risk assessment procedures
- Field disaster data collection and reporting
- Problem recognition and validation
- Theoretical concept understanding
- Independent and critical thinking
- Research methodologies and techniques
- Critical analysis and evaluation
- Progress summarization and documentation
- Willingness to learn
- Creative thinking
- Effective communication
- Networking skills
- Computer knowledge
- Internet knowledge
- Self-discipline
- Motivation
- Thoroughness
- Team player
- Time management
- Quick learning
- Innovative abilities
- Creative abilities
- Administrative skills
- Administrative support
Languages
English
Akan
Timeline
Head of Call Center/Front Desk Receptionist/Social Media Content Creator
Adom Group
01.2026 - Current
Executive Assistant
Adom Group
10.2025 - 01.2026
Contact Center Executive
Adom Group
01.2023 - 09.2025
Administrative Assistant
Adom Group
02.2021 - 12.2022
National Service Person
NADMO HeadQuarters
09.2019 - 08.2020
Internship Student
Enterprise Life Insurance
02.2018 - 08.2018
Internship Student
Made Ghana Micro Finance Company
06.2017 - 09.2017
SENIOR HIGH SCHOOL - BUSINESS
Ghana National College
HIGHER NATIONAL DIPLOMA - MARKETING
Accra Technical University
Extra-Curricular Activities
Music Director for Anglican students
References
References available upon request
Field Knowledge And Skills
- General risk assessment procedures.
- Field disaster data collection and reporting.
Project Skills And Techniques
- Recognize and validate problems.
- Ability to understand theoretical concepts, and demonstrate independent and critical thinking.
- Understand relevant research methodologies and techniques and their appropriate application within my research field.
- Critically analyze and evaluate my findings and those of others.
- Summarize, document, report and reflect on my progress.
Other Skills Competencies
- Willingness and ability to learn and acquire knowledge.
- Creative, innovative and original in my approach to research.
- Effective communication skills and networking skills.
- Good computer and internet knowledge.
- Self-disciplined, motivated, and thorough.
- Effective team player and time management skills.
- Quick learner, innovative and creative abilities.
Personal Information
Title: Contact Center Executive
Interests
- Client services
- Corporate communication
- Product marketing and sales
- Real Estate Development
- Crocheting