Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
Certification
Websites
References
Timeline
Generic
JACQUELINE AMOFAH-BAAFI

JACQUELINE AMOFAH-BAAFI

ACCRA

Summary

Talented professional with demonstrated record of success in customer service management and social media marketing. Successful at overseeing all stages of initiatives, building positive relationships and promoting products with innovative and forward-thinking approaches. Well-versed in communication, content creation and just a people person!

Overview

15
15
years of professional experience
1
1
Certification

Work History

Social Media Marketing Manager

DEAR DARKSKIN
ACCRA
03.2023 - Current
  • Assist in developing social media policies that align with the brand's values and objectives.
  • Conduct keyword research to optimize content for SEO purposes.
  • Plan budget allocations based on analysis of past results, as well as current trends.
  • Coordinate both designs and videography when needed for visuals or videos.
  • Research competitors' activities on social media in order to stay ahead of the curve.
  • Research creative ideas for content creation and optimization of social media channels.
  • Manage multiple accounts on a daily basis, including responding to comments and questions in a timely manner.
  • Monitored industry trends and analytics to ensure maximum ROI for the brand.
  • Research on trending topics to come up, write blogs for multiple accounts.

CUSTOMER SERVICE LEAD (GHANA & NIGERIA)

MPHARMA GH. LTD
01.2022 - Current
  • Collaborated with external vendors and suppliers providing support services related to customer service operations.
  • Ensure compliance with QualityRx Business policies and regulations related to customer service operations.
  • Develop strategies for improving customer satisfaction levels across the region.
  • Generate reports on key metrics, such as NPS, average response time, first call resolution rate, etc.
  • Review customer feedbacks to identify areas for improvement in products and services.
  • Direct customer service staff activities, including training, coaching, and performance management for our network of stores.
  • Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.

ONBOARDING ASSOCIATE

MPHARMA GH. LTD
01.2020 - 12.2022
  • Collaborated with other departments to ensure successful product launches.
  • Analyzed financial data of new facilities for approval of renovations.
  • Work with the renovation team on new facility projects.
  • Supervise new store setup with mPharma branded materials (Mutti Basket) in preparation for launch.
  • Assisted customers with selecting items and answering questions about products.
  • Worked with the Tech team on personalizing every new store's Bloom interface.

Customer Service Associate

MPHARMA GH. LTD
01.2019 - 12.2019
  • Provided information about products and services available to customers.
  • Followed up with customers after signing up on Thea to ensure satisfaction.
  • Proactively followed up with facilities on Thea (both QRx and VMI facilities) to gather information, resolve issues that may come up and maintain a good relationship with mPharma.
  • Suggested product solutions based on individual customer needs.
  • Demonstrated active listening skills when responding to customer questions and complaints.
  • Developed relationships with key clients through regular contact and follow-up communication.

Product Associate

MPHARMA GH. LTD
08.2017 - 12.2019
  • Developed product launch plans and strategies for Thea to maximize growth and sales potential.
  • Conducted market research to identify customer needs and preferences for Pharmacy Management Software.
  • Participated in design reviews providing input on usability, functionality, cost effectiveness and other factors.
  • Created product descriptions and user manuals for customers in multiple languages.
  • Coordinated with other team members to ensure timely delivery of stock and Thea setup.
  • Researched competitive offerings in order to differentiate the company's products from competitors.

Personal Assistant to the Chief Executive Officer

WEALTH MANAGEMENT LTD.
01.2015 - 07.2015
  • Maintained workflow by studying methods, implementing cost reductions, and developing reporting procedures.
  • Created and revised systems and procedures by analyzing operating practices, record-keeping systems, forms control, office layout, budgetary, and personnel requirements; implementing changes.
  • Handled all administrative matters, including the resolution of administrative problems, by coordinating preparation of reports, analyzing data, and identifying solutions.
  • Maintained supplies inventory, checking stock to determine inventory level; anticipating needed supplies, placing and expediting orders for supplies; verifying receipts of supplies.
  • Ensured the efficient operation of the entire company, including cleaning and maintenance, supplies, procurement, security, and safety policies.
  • Managed the calendar and all correspondences of the Chief Executive Officer.

Human Resources Intern

GHANA PORTS AND HARBORS AUTHORITY
10.2013 - 07.2014
  • Provided administrative support to the Human Resources department including filing, data entry and record keeping.
  • Conducted new employee orientations and onboarding processes.
  • Created job descriptions for new roles within the organization.
  • Organized and maintained personnel records in a secure database.
  • Developed presentations on various topics related to human resources management.
  • Maintained confidentiality when dealing with sensitive information relating to personnel files or organizational policies.
  • Prepared onboarding documents for new hires, such as contracts and employee handbooks.
  • Participated in staff meetings to discuss company policies and procedures related to human resources management.
  • Helped with recruitment by posting job openings, screening resumes and scheduling interviews.

Customer Relationship Intern

EB-ACCION SAVINGS AND LOANS LTD.
03.2013 - 07.2013
  • Provided technical support to customers using the company's products and services.
  • Developed strategies for improving customer service experience.
  • Researched and analyzed customer feedback data to identify areas of improvement.
  • Maintained accurate customer records in CRM software.
  • Assisted customers in resolving issues with their accounts.
  • Attended trade shows and conferences related to the company's products or services.
  • Developed processes for collecting and tracking customer feedback data.
  • Participated in team meetings to discuss current projects or brainstorm ideas on how to improve existing procedures.

Community Service Volunteer

NARHBITA HOSPITAL
03.2009 - 05.2009
  • Created an outreach program to help families facing financial hardship find sponsors for treatment.
  • Assisted with fundraising efforts for the mother and child ward.
  • Organized donation drives collecting items such as books, toys, clothes, and baby food for the less privileged newborn babies.
  • Filling of in and outpatients' folders.

Education

STORYTELLING IN BRANDING AND CONTENT MARKETING - Business Administration And Management

IE UNIVERSITY
SPAIN
02-2023

THE STRATEGY OF CONTENT MARKETING - Marketing Management And Research

UNIVERSITY OF CALIFORNIA, DAVIS
USA
01-2023

BRAND IDENTITY AND STRATEGY - Marketing Management And Research

IE UNIVERSITY
SPAIN
01-2023

BRAND MANAGEMENT - International Marketing

UNIVERSITY OF LONDON
LONDDON
11-2022

Bachelor of Science - Human Resources Management

Central University College
10-2013

High School Diploma -

ST. LOUIS SECONDARY SCHOOL
09-2008

Skills

  • Status Updates
  • Customer service excellence
  • Order Management
  • [Product or Service] support
  • Research and analysis
  • Company Branding
  • Social Media and Promotions
  • Audience Engagement
  • Graphics Creation
  • Digital Photography
  • Keyword Research
  • Content Strategy
  • Clear Communication
  • Social media expertise

Affiliations

  • I have social media platforms where i connect with people and share some education on skincare.
  • I love to travel to experience different cultures.

Accomplishments

  • I was the Redstar for my department in both 2022 and 2023.

Languages

French
First Language
English
Proficient (C2)
C2

Certification

  • BSc Administration (Human Resource Management)
  • Brand Management: Aligning Business, Brand and Behavior
  • Storytelling in Branding and Content Marketing
  • The Strategy of Content Marketing
  • Brand Identity and Strategy

References

References available upon request.

Timeline

Social Media Marketing Manager

DEAR DARKSKIN
03.2023 - Current

CUSTOMER SERVICE LEAD (GHANA & NIGERIA)

MPHARMA GH. LTD
01.2022 - Current

ONBOARDING ASSOCIATE

MPHARMA GH. LTD
01.2020 - 12.2022

Customer Service Associate

MPHARMA GH. LTD
01.2019 - 12.2019

Product Associate

MPHARMA GH. LTD
08.2017 - 12.2019

Personal Assistant to the Chief Executive Officer

WEALTH MANAGEMENT LTD.
01.2015 - 07.2015

Human Resources Intern

GHANA PORTS AND HARBORS AUTHORITY
10.2013 - 07.2014

Customer Relationship Intern

EB-ACCION SAVINGS AND LOANS LTD.
03.2013 - 07.2013

Community Service Volunteer

NARHBITA HOSPITAL
03.2009 - 05.2009

STORYTELLING IN BRANDING AND CONTENT MARKETING - Business Administration And Management

IE UNIVERSITY

THE STRATEGY OF CONTENT MARKETING - Marketing Management And Research

UNIVERSITY OF CALIFORNIA, DAVIS

BRAND IDENTITY AND STRATEGY - Marketing Management And Research

IE UNIVERSITY

BRAND MANAGEMENT - International Marketing

UNIVERSITY OF LONDON

Bachelor of Science - Human Resources Management

Central University College

High School Diploma -

ST. LOUIS SECONDARY SCHOOL

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JACQUELINE AMOFAH-BAAFI