Portia Offei Nyarko
Executive Assistant | Virtual Assistant | Travel Industry & Hospitality Specialist
Accra
Summary
Dedicated travel industry professional with 4+ years of proven experience in tourism operations, customer service excellence, and administrative support. Strong background in flight booking systems, travel coordination, and hospitality services. Demonstrated ability to thrive in high-pressure environments while maintaining exceptional service standards. Seeking to leverage tourism expertise and operational skills in aviation customer service
Overview
3
3
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Executive Assistant
Golden Angels Travel Consultancy
01.2023 - Current
- Coordinate 300+ travel bookings annually with 99% client satisfaction rating
- Manage flight reservations and itinerary planning for individual and corporate clients
- Handle travel documentation, visa requirements, and regulatory compliance
- Provide executive calendar management across multiple time zones with zero scheduling conflicts
- Design marketing materials using Canva for travel packages and promotional campaigns
- Conduct direct sales activities and client consultations resulting in 25% revenue increase
- Maintain vendor relationships with airlines, hotels, and service providers
- Process travel emergencies and service recovery situations
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
- Used advanced software to prepare documents, reports, and presentations.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Developed strong relationships with vendors leading to improved contract terms resulting in cost savings for the company.
- Improved document management and accessibility with creation of centralized digital repository.
- Managed complex calendars for senior executives to facilitate efficient scheduling and meeting planning.
- Handled confidential and sensitive information with discretion and tact.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Organized and coordinated conferences and monthly meetings.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Coordinated events for staff members, promoting team-building activities and boosting morale within the workplace.
- Ensured smooth daily operations through consistent maintenance of office equipment, troubleshooting issues when necessary.
- Answered high volume of phone calls and email inquiries.
- Enhanced productivity by organizing travel arrangements and coordinating accommodations for executives.
Virtual Assistant & Operations Coordinator
Freelance
01.2022 - 01.2023
- Supported 6+ businesses across hospitality, technology, and consulting industries
- Maintained 96% customer satisfaction rating while managing 120+ daily inquiries
- Coordinated vendor relationships and event planning with 98% on-time delivery rate
- Provided executive calendar management and scheduling coordination
- Handled financial administration including invoicing and expense tracking
- Delivered emergency support and crisis management for urgent business matters
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
- Organized and managed team tasks using Trello and Asana.
- Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
- Researched topics and events to support supervisor's work agenda and projects.
- Managed CRM input, exports and clean up.
- Improved team collaboration by organizing virtual meetings, preparing agendas, and taking accurate meeting minutes.
- Completed business correspondence, transcription, and data entry.
- Coordinated Skype calls across multiple time zones.
- Supported financial operations through meticulous bookkeeping tasks such as invoicing, expense tracking, and budget management.
- Executed travel arrangements by researching and booking flights and accommodations.
- Assisted in the recruitment process through candidate screening, interview scheduling, and onboarding support.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Adapted quickly to emerging technologies and software, staying ahead in providing versatile virtual assistance.
- Implemented proactive approach to problem-solving, addressing potential issues before they impacted workflow.
- Enhanced team productivity with introduction of collaborative project management tool, facilitating smoother task allocation and follow-ups.
- Fostered positive work environment by facilitating effective communication channels between remote teams.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Performed research to collect and record industry data.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Established administrative work procedures to track staff's daily tasks.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
Call Center Representative (National Service)
KFC Ghana
01.2020 - 01.2021
- Handled 100+ daily customer service calls with 98% accuracy rate
- Processed customer orders, complaints, and service modifications
- Coordinated with kitchen staff and delivery teams for prompt issue resolution
- Maintained detailed customer interaction records and performance reports
- Achieved 95% complaint resolution rate in fast-paced environment
Concierge Intern
Crystal Palm Hotel
01.2019 - 01.2020
- Provided guest services contributing to high guest satisfaction ratings
- Coordinated transportation, restaurant reservations, and tourist activities
- Assisted with check-in/check-out processes and guest special requests
- Delivered information on local attractions and cultural sites to international guests
- Handled guest complaints and service recovery with zero formal complaints
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Facilitated smooth check-in and check-out processes, minimizing wait times and improving guest satisfaction.
- Improved customer satisfaction with prompt and accurate information about local attractions.
- Conducted tours of property and local area, enhancing guests' understanding and enjoyment of location.
Education
Higher National Diploma - Hospitality and Tourism Management
Accra Technical University
Accra , Ghana01.2020
Skills
Travel & Tourism Operations
- Flight booking and reservation management
- Travel itinerary planning and coordination
- Travel documentation and visa processing
- Executive travel arrangements
Customer Service Excellence
- Multi-channel customer support (Phone, Email, Walk-in)
- High-volume inquiry management
- Crisis resolution and service recovery
- Client relationship management
Administrative Skills
- Multi-vendor coordination and relationship management
- Calendar management across time zones
- Document preparation and record keeping
- Process optimization and efficiency improvement
Technical Proficiencies
- Google Workspace and Microsoft Office Suite
- Travel booking platforms and airline systems
- CRM systems and database management
- Canva design for marketing materials
Industry Experience
- Travel and tourism operations
- Hospitality and guest services
- High-volume customer service
- International client coordination
Work Capabilities
- Available for shift work including overnight shifts
- Proven ability to work under pressure
- Strong team collaboration and independent work skills
- Multi-tasking and simultaneous task management
- Emergency response and crisis management
Administrative support
Executive support
Office management
Information confidentiality
Certification
Virtual Assistant Professional Certification - ALX Africa (2022)
References
References available upon request
Accomplishments
- Coordinated 300+ successful travel bookings with 99% client satisfaction
- Managed complex executive travel with zero scheduling conflicts
- Maintained 100% reliability in airline and service provider relationships
- Improved operational processes resulting in 60% efficiency gains
- Successfully resolved 50+ travel emergencies with complete customer satisfaction
PROFESSIONAL PHILOSOPHY
Excellence in travel operations requires understanding that every customer's journey matters. I combine systematic efficiency with personalized service to ensure smooth operations and exceptional experiences, always anticipating challenges and delivering results that exceed expectations.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Executive Assistant
Golden Angels Travel Consultancy
01.2023 - Current
Virtual Assistant & Operations Coordinator
Freelance
01.2022 - 01.2023
Call Center Representative (National Service)
KFC Ghana
01.2020 - 01.2021
Concierge Intern
Crystal Palm Hotel
01.2019 - 01.2020
Higher National Diploma - Hospitality and Tourism Management
Accra Technical University