Rosina Ohenewaa Acheampong
East Legon
Summary
Workplace Administrator and Facilities Lead with over two years of experience in human resources, customer service, and office administration. Skilled in implementing efficient processes and coordinating complex projects. Adept at managing facilities and vendor relationships. Seeking to leverage organizational, interpersonal, and technical skills to support growth and productivity in a dynamic work environment.
Overview
10
10
years of professional experience
Work History
HR Administrative Officer & Facilities Manager
Jumia Ghana
East Legon
06.2020 - Current
- Coordinating internal and external HR meetings and activities, managing all employee-related queries
- Handles all immigration reequipment for all Expatriate in the company
- Assist with estate management such as accommodation for all expatriate and help business when need arises for relocation
- Assisted in the recruitment and interviewing process by scheduling interviews, coordinating pre-employment testing, and providing administrative support to hiring managers.
- Organized and maintained personnel records including new hire paperwork and changes to employment status.
- Managed employee onboarding program for new hires ensuring completion of all required documents.
- Conducted exit interviews to identify reasons for employee termination or resignation.
- Manage the day-to-day operations of the office, ensuring a safe and functional workspace for employees
- Keeping buildings properly maintained, clean and safe
- Procurement of all office furniture's, working tools and office supplies
- Supervising teams of staff including cleaning, maintenance and security
CUSTOMER SERVICE EXECUTIVE
Jumia Group Ghana
Accra
05.2016 - 05.2020
- Won best customer service personnel for the quarter on three consecutive occasions
- Manage all the customer service channels: Inbound, Outbound, Emails, Social media platforms, ensuring compliance in areas of quality and efficiency, collaborate with hotels, resorts and airlines to enhance a smooth process for our customers, successfully reduced nonproductive time (NPT) by engaging customers on social media in place of long hours of talking on the telephone
- Described product and service details to customers to provide information on benefits and advantages
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems
- Developed working relationships with internal and external customers while assisting with account management duties
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
RECEPTIONIST/CUSTOMER SERVICE OFFICER/NURSE AID
Shorn Dental Consult
02.2016 - 05.2016
- Demonstrated professional etiquette and manners, improving 30% positive feedback immediately
- Resolved an average of 50 inquiries per day
- Responding promptly to customer inquiries, communicating with customers through various channels, knowing our products inside and out so that you can answer questions, ensure customer satisfaction and provide professional customer support.
OFFICE ASSISTANT
National Health Insurance Authority
09.2014 - 08.2015
- Manage filing system and perform other duties like scanning documents, photocopying among others, perform any other duties assigned.
Education
BSc.: Business Administration (Human Resource Management) -
Kwame Nkrumah University of Science and Technology
Professional Diploma: Computerized Accounting -
Kumasi Polytechnic
Diploma: Computerized Accounting -
Kumasi Polytechnic
Skills
- Facilities Management
- Coordinated office maintenance
- Equipment inventory
- Vendor relationships
- Project Coordination
- Customer service
- Technical Skills
- Administrative skills
- Confidentiality
- Communication skills
- Interpersonal Skills
- Customer-facing skills
- Willingness to learn
- Team player
- Software Skills
- Microsoft Office Suite
- HRMS (People HR)
- Google Workspace
Accomplishments
- Developed and implemented a structured query system that improved HR department efficiency by 30%.
- Coordinated office relocation form start to end within a period of 3 month.
- Resolved product issues through consumer testing, resulting in a 20% reduction in customer complaints.
- Managed all customer service channels, including inbound, outbound, email, and social media, reducing nonproductive time by 15%.
Timeline
HR Administrative Officer & Facilities Manager
Jumia Ghana
06.2020 - Current
CUSTOMER SERVICE EXECUTIVE
Jumia Group Ghana
05.2016 - 05.2020
RECEPTIONIST/CUSTOMER SERVICE OFFICER/NURSE AID
Shorn Dental Consult
02.2016 - 05.2016
OFFICE ASSISTANT
National Health Insurance Authority
09.2014 - 08.2015
BSc.: Business Administration (Human Resource Management) -
Kwame Nkrumah University of Science and Technology
Professional Diploma: Computerized Accounting -
Kumasi Polytechnic
Diploma: Computerized Accounting -
Kumasi Polytechnic
Similar Profiles
Samuel BaafiSamuel Baafi
Warehouse Associate (Hub Manager) at Jumia GhanaWarehouse Associate (Hub Manager) at Jumia Ghana
Stephen NaniStephen Nani
Key Accounts Manager - Advertising at Jade E-Services Limited (Jumia Ghana)Key Accounts Manager - Advertising at Jade E-Services Limited (Jumia Ghana)
Marvellous OlobioMarvellous Olobio
Customer Service and IT support at Jumia Ghana (contracted from Topnotch Business Group)Customer Service and IT support at Jumia Ghana (contracted from Topnotch Business Group)