MATILDA KONADU DUAH
Accra
Summary
To leverage comprehensive hospitality management knowledge and proven customer service excellence in a dynamic organization that values innovation and professional growth. Seeking to contribute strategic problem-solving abilities, operational efficiency expertise, and stakeholder management skills to drive organizational success and achieve measurable business outcomes.
Results-driven Hospitality and Tourism Management professional with expertise in customer service excellence, administrative operations, and stakeholder relationship management. Proven track record of enhancing operational efficiency, managing high-volume customer interactions, and delivering exceptional service standards. Skilled in leveraging technology platforms and data management systems to streamline processes and exceed performance targets.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative & Administrative Specialist
Special T Travels Limited
01.2024 - Current
- Manage front desk operations, processing guest inquiries and reservations while maintaining 95% customer satisfaction ratings
- Execute comprehensive booking procedures using ticketing systems
- Process invoices and payments, ensuring accurate financial documentation
- Utilize Amadeus GDS to research flight availability and pricing
- Handle refunds, cancellations, and itinerary modifications
- Coordinate guest requests across departments
Customer Service Specialist (National Service)
Ghana Tourism Authority
11.2023 - 10.2024
- Managed high-volume call center operations
- Conducted reviews of hospitality establishments
- Facilitated online registration processes
Operations Intern
Special T Travel and Tour
06.2022 - 08.2022
- Delivered ticketing and reservation services
- Provided multi-channel customer support
- Maintained accurate database records
- Streamlined administrative workflows
Customer Service & Operations Intern
Alice Dee Cosmetics
06.2019 - 08.2020
- Provided product consultation and support services
- Generated invoices and managed transactions
- Developed product labeling and pricing strategies
Education
Bachelor of Science - Hospitality and Tourism Management
University of Cape Coast
01.2023
General Arts Certificate -
St. Louis Senior High School
Ghana01.2019
Foundation Education -
Progressive Shalom International School
Skills
- Customer Service Excellence
- Multi-channel Support
- High-volume Management
- Response Optimization
- Relationship Building
- Calendar & Project Management
- Documentation
- Tech Integration
- Communication Tools
- Database Admin
- Amadeus GDS
- Basic HTML
- C
- Python
- Zendesk
- Tidio
- Microsoft Office
- Google Workspace
- CRM Systems
- Slack
- Zoom
- Skype
- Teams
- Zendesk Chat
- Basic analytics and reporting
Certification
- Professional Customer Service Certification, Coursera, 2023
- Software Developer Training Program, St. Louis Senior High School, 2017
- Amadeus Training Program, Alisha Hotel, 2024
Professional Achievements
- Best IT Student Award, St. Louis Senior High School, 2016-2017
- IT Competition Participant, KNUST Campus, 2017
- Women Summit 2023, Chocolate Day Celebration 2023
Professional References
Available on request
Personal Information
- Date of Birth: March 3, 2001
- Nationality: Ghanaian
- Marital Status: Single
Languages
- English, Native fluency
- French, Conversational proficiency
Timeline
Customer Service Representative & Administrative Specialist
Special T Travels Limited
01.2024 - Current
Customer Service Specialist (National Service)
Ghana Tourism Authority
11.2023 - 10.2024
Operations Intern
Special T Travel and Tour
06.2022 - 08.2022
Customer Service & Operations Intern
Alice Dee Cosmetics
06.2019 - 08.2020
Bachelor of Science - Hospitality and Tourism Management
University of Cape Coast
General Arts Certificate -
St. Louis Senior High School
Foundation Education -
Progressive Shalom International School
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