IRENE NAA ADJELEY MENSAH

• Supervised and managed operations staff through training,performance evaluation,conflict evaluations and kept employees compliant with company policies and procedures which enhanced staff productivity and development by 25%.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services through implementation of Just-in-time inventory system resulting in 30% reduction in inventory holding costs and through implementation of streamlined processes and procedures which increased logistics efficiency by 25%.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them leading to increased accountability which boosted performance outcome.
• improved ,developed and maintained supplier relationships( hotels,airline companies,resorts etc) which resulted in 20% increase in on-time deliveries and a 15% reduction in supplier lead times,also implemented cost -saving initiatives in supply chain and improved inventory management.

• Provided administrative support to the program team, including supervising preparation and editing of all forms of documents, reports ,contracts ,results-driven proposals and effective pitches
• Coordinated effective communication and successful collaboration between ,partners , teams and stakeholders which promoted a culture of continuous improvement by encouraging open communication channels among all parties for sharing ideas and best practices while maintaining and strengthening relations.
• Drove innovation within department processes by staying current on industry trends and incorporating cutting-edge tools and techniques as appropriate.
• Negotiated favorable contract terms and compelling proposals for funding opportunities while maintaining quality standards.
• Reviewed budget allocations on a regular basis to monitor financial health of the department and made necessary adjustments as needed including effective means of identifying and securing funding opportunities,grants,sponsorships and partnerships.
• Managed funding projects and agreements ,monitored fundraising performance and developed financial resilient policies and strategies while ensuring compliance with donor requirements
• Successfully worked closely with the finance team on effective financial statement preparation,calculating and interpretating financial ratio and analysis using different techniques to analyses financial statements

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Ensured a friendly and helpful approach to customer service is maintained at all branches.
• Drafted customer service guidelines for branches ie. CRM Technics.
• Handled Customer Complaint management across all branches
• Conducted customer service quality surveys
• Effectively Marketed Bond products
• Supervised frontline employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Handled special messages like periodic birthday, anniversary and congratulatory messages to clients.
• Managed Random calls including calling of clients to check up on them ,ask about their experiences, challenges and suggestions.
• Prepared weekly and monthly report to Senior Head of dept.
• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.

• Prepared Legal documentations ie. Loan contracts, Lien etc.
• Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
• Provided Administrative support to Head of HR & Legal.
• Handled systematic filing and extraction of confidential court documentation.
• Explained Bond's products to customers.
• Managed Service Quality desk.
• Processed and provided reports on customer service feedback.
• Entered client data and contact details into database to enable tracking history and maintain consistent records.
• Effectively provided support and training programs to all other dept CSOs when needed.
• Led and managed Mystery calling regime to evaluate costumer service and improve customer satisfaction , test and enhance compliance and identify needed training
• Supported front desk agents by stepping in when needed during high-volume periods or absences due to illness or vacation time-off requests.
• Coordinated with sales department on group bookings, ensuring seamless event execution for clients'' satisfaction.

• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Researched sales opportunities and possible leads to exceed sales goals and increase profits.
• Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
• Performed cashier functions
• Sales of company's products (upsell, cross sell)
• Led Market survey systems
• Handled Banking of daily sales
• Generated Invoices and waybills
• Managed Stock inventory using an Orion ERP software
• Assessed profitability of various company's products
• Managed customer relationships through consultative sales techniques to attain individual sales goals.
• Liaised with potential customers to determine needs and provide recommendations
• Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.

• Handled confidential information securely by adhering to data privacy regulations and company protocols.
• Assisted guests with reservation modifications, cancellations, and special requests.
• Managed high call volumes, addressing inquiries and directing calls to appropriate departments.
• Attended promptly to both inbound and outbound calls
• Kept complaints from both internal and external customers at zero if possible
• Ensured accuracy in filing
• Prepared monthly updates on Petty cash
• Kept front desk supplies sufficient through regular stock counts, ordering low-stocks when necessary.
• Handled establishment mail by signing for parcels, organizing mail and distributing to correct locations.
• Managed reception staff schedules, coordinating based on budgets, busy front desk periods and contracted hours.
• Kept front desk organized, clean and presentable to maintain an excellent first impression for guests.
• Maintained an extensive knowledge of establishment services, availability and layout to efficiently provide information to customers.
• Helping with on boarding for new joiners by training them on phone etiquette, how to effectively communicate and how to efficiently use available resources.
• Making travel arrangements of dept. staffs ie. booking flight tickets, arranging hotel accommodation and disbursement of funds.
• Enhanced guest satisfaction by providing exceptional customer service at the front desk.

• Performed scheduled Frontline office relieving duties in various capacities and roles for outsourced staff at the following companies:

Ecobank Ghana Ltd , Standard Chartered Bank ,West African Gas Pipeline , Barclays Bank Ghana Ltd, Shell Ghana Ltd etc.

KEY COMPETENCE

• Worked effectively in fast-paced environments.
• Self-motivated, with a strong sense of personal responsibility.
• Successfully worked independently and collaboratively in a team environment.
• Time efficient

• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Prepared invoices and waybills for Fuel trucks
• Recorded volumes and types of fuel taken from Tema Oil Refinery
• Handled submission of distribution report to the Head office
• Scheduled trucks for fuel loading
• Analyze statements from the oil refinery to reconcile accounts of various fuel service Stations
• General secretarial duties
• Directed incoming mail, interoffice messages and packages to office recipients.
• Trained and helped less experienced staff manage workloads and assignments, facilitating fulfillment of organizational objectives.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.