Summary
Overview
Work History
Education
Skills
Timeline
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Henrietta Boakye

Manager, Operations And Client Relationship Manager
Accra

Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

14
14
years of professional experience
5
5
years of post-secondary education

Work History

Manager, Business Operations

On The Go 2 Africa Limited
Accra
06.2021 - Current
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Onboarded new employees with training and new hire documentation.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Planned and budgeted accurately to provide business with resources needed to operate smoothly.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Managed and motivated employees to be productive and engaged in work.
  • Improved marketing to attract new customers and promote business.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
  • Reviewed company's strategic plans and developed departmental goals and standards to support vision.
  • Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
  • Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
  • Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
  • Mentored and trained staff on business procedures, policies, duties and customer care methods.
  • Spearheaded projects by coordinating with Vendors, Suppliers and other organizations to support our tours .
  • Improved safety procedures to create safe working conditions for workers.
  • Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.

Client Relationship Manager

Lancaster Hotel (Former Golden Tulip Hotel)
Accra
09.2017 - Current
  • Addressed and resolved customer complaints and issues to improve satisfaction.
  • Fostered customer trust by addressing concerns and needs using targeted problem-solving.
  • Identified opportunities to cross or up-sell [Product or Service] and communicated customer needs to appropriate team.
  • Developed summaries to assess each client's participation level and determine targets for follow-up plans.
  • Assessed client needs and developed plans to adequately address current and future objectives.
  • Exceeded annual revenue goals by 20-30% through improving client relationships and education.
  • Adhered to sales contract agreements and high-quality service delivery by coordinating with [Type] team and leveraging productive and open client communications.
  • Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Demonstrated products to show potential customers benefits and advantages and encourage patronage.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Organized promotional events and interacted with community to increase sales volume.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
  • Drove sales by developing multi-million dollar contract sales.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Managed accounts to retain existing relationships and grow share of business.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
  • Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
  • Built relationships with customers and community to establish long-term business growth.
  • Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
  • Delivered recommendations to long-term accounts to promote brand awareness to key audience.
  • Achieved established KPI for company, department and individual performance through teamwork and focus on customers.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Communicated product quality and market comparisons by creating sales presentations.

Guest Services Supervisor

Golden Tulip Hotel
Accra
01.2010 - 09.2017
  • Trained junior team members in customer service strategies and property policies.
  • Reviewed upcoming events and planned for expected challenges.
  • Set and managed policies for concierge services and guest relations.
  • Maintained high employee satisfaction and performance with hands-on and collaborative style.
  • Processed guest payments and provided accurate change.
  • Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
  • Analyzed customer feedback to identify areas requiring improvement.
  • Streamlined operational processes to maximize efficiency and customer satisfaction.
  • Led weekly staff meetings to maintain continuity of service and quality standards.
  • Supported team members by offering constructive feedback and coaching as needed.
  • Trained and managed team of 10 Guest Services Representatives successfully.
  • Maintained up-to-date knowledge of products and services offered.
  • Collaborated closely with other departments to meet guest needs and provide best possible experience.
  • Monitored team performance to confirm customer service standards were consistently met.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Implemented successful strategies to increase customer satisfaction.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Supervised team of 10 front desk agents and helped to resolve issues arising during shifts.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Created and managed accurate occupancy forecasts and budgets.
  • Oversaw day-to-day operations of 238-room hotel with staff of 20 employees.
  • Assisted with development and distribution of marketing materials for facility.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Fostered safe lodging environment with reliable and effective security services.
  • Evaluated and promptly resolved lodging facility operational issues.
  • Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.

Education

Master of Arts - Dispute Resolution

Gamey And Gamey ADR Institute
Accra
02.2016 - 02.2017

BBA - Human Resources Management

University of Professional Studies
Accra
09.2009 - 08.2013

Skills

    Business administration

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Timeline

Manager, Business Operations

On The Go 2 Africa Limited
06.2021 - Current

Client Relationship Manager

Lancaster Hotel (Former Golden Tulip Hotel)
09.2017 - Current

Master of Arts - Dispute Resolution

Gamey And Gamey ADR Institute
02.2016 - 02.2017

Guest Services Supervisor

Golden Tulip Hotel
01.2010 - 09.2017

BBA - Human Resources Management

University of Professional Studies
09.2009 - 08.2013

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Henrietta BoakyeManager, Operations And Client Relationship Manager