Helena Lankaa Mills
Administrator
Accra,AA
Summary
Dynamic customer service professional with a proven track record at Noswall Management Services Limited, excelling in problem resolution and active listening. Successfully trained teams, enhanced customer engagement strategies, and streamlined support processes, resulting in increased loyalty and satisfaction. Proficient in Microsoft Excel, with strong critical thinking skills to drive operational efficiency.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Noswall Management Services Limited
03.2020 - Current
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Trained new staff on service protocols and company policies, fostering a knowledgeable team environment.
- Developed solutions for complex customer issues, streamlining support processes and reducing resolution times.
- Led initiatives to enhance customer engagement strategies, driving positive interactions across multiple channels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Manager
Empress Guest House
11.2018 - 09.2019
- Oversaw daily operations, ensuring high standards of guest service and satisfaction.
- Managed staff scheduling, optimizing workforce efficiency and maintaining coverage for peak times.
- Developed training programs for new employees, enhancing team performance and service delivery.
- Implemented inventory management systems, reducing waste and improving cost control measures.
- Managed financial records of the facility
Statistical Clerk
Metro Mass Transit Limited
08.2008 - 11.2018
- Compiled and analyzed data to ensure compliance with transit reporting standards.
- Maintained accurate records of passenger statistics and operational metrics.
- Assisted in the preparation of financial reports for management review.
- Implemented process improvements, enhancing efficiency in data collection methods.
- Improved internal communication regarding project progress by regularly updating management on milestones achieved and any obstacles encountered along the way.
- Ensured timely submission of reports by consistently meeting deadlines under strict time constraints.
- Delivered detailed, accurate, and timely statistical reports to clients by working closely with the project team.
- Gave prompt reports on new surveyed routes
- Reports on conductors and drivers performance promptly
Education
Bachelor of Arts - Business Management
University of Cape Coast
Odorgonor Accra11-2025
High School Diploma -
Hill Top Business Institute
Accra, Ghana05-2004
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Problem resolution
- Computer proficiency
- Microsoft Excel
- Scheduling
Languages
twi
Advanced (C1)
French
Beginner (A1)
English
Advanced (C1)
Ga
Advanced (C1)
Ewe
Elementary (A2)
Timeline
Customer Service Representative
Noswall Management Services Limited
03.2020 - Current
Manager
Empress Guest House
11.2018 - 09.2019
Statistical Clerk
Metro Mass Transit Limited
08.2008 - 11.2018
Bachelor of Arts - Business Management
University of Cape Coast
High School Diploma -
Hill Top Business Institute