Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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SHARON NORVIENYO KORTO

Accra

Summary

Results-driven customer service with track record of excelling in fast-paced office environments. Committed to driving client retention and loyalty. Offers knowledge of PR industry terminology, products and services paired with strong technical skills and attention to detail.

Versatile communication accomplished in coordinating programs and leading independent projects. Skilled in reviewing and improving office processes to reduce errors and inefficiencies. Collaborative team player with strong communication and time management abilities.

Overview

9
9
years of professional experience

Work History

Customer Experience Officer

Prestige Suites Hotel
04.2024 - 11.2024
  • Working closely with the Directors to develop and implement strategies and products to improve customer interactions/experience
  • Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
  • Collaborating with cross-functional teams, such as maintenance, sales, operations, and the F&B team, to align customer experience efforts with business goals and objectives.
  • Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
  • Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
  • Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to the Directors.
  • Advised management on best practices related to providing excellent customer service.
  • Conducted surveys with existing customers about their experiences with the company's products or services.
  • Resolved customer complaints quickly and efficiently.
  • Analyzed trends in customer complaints and suggested improvements accordingly.
  • Monitored social media platforms for customer feedback or concerns.
  • Participated in team meetings to discuss ways to optimize the customer experience.
  • Answered customer inquiries via telephone, email, online chat, and in-person.
  • Developed strategies to enhance customer experience and increase customer loyalty.
  • Developed training materials and provided onboarding sessions for new staff members.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Mentored junior team members and managed employee relationships.

Operations Officer

Enterprise IT Business Solutions (EITBS)
Accra
10.2023 - 03.2024
  • Assisted with the development of operational plans.
  • Managed day-to-day activities related to IT infrastructure operations.
  • Evaluated system performance and identified areas for improvement in order to increase efficiency.
  • Reviewed financial information such as budgets, invoices, accounts payable and receivable.
  • Analyzed customer feedbacks to identify areas where improvements can be made in terms of service delivery.
  • Maintained relationships with key stakeholders including customers, suppliers, partners.
  • Supervised a team of subordinate personnel involved in various aspects of operations.
  • Performed periodic audits on systems and processes to ensure accuracy of data.
  • Coordinated with other departments such as sales and marketing in order to deliver better services.
  • Communicated with team members to identify and solve daily operations issues.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Provided workplace setting that was conducive to efficient and productive work.
  • Developed operations policies and procedures for the organization and employees.
  • Used both excellent verbal and writing skills to engage customers in conversation and effectively determine needs and requirements.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Formed and sustained strategic relationships with clients.
  • Assisted in creating various documents.

Administrative Assistant ( NSS )

VETCAST Communication
Accra
08.2020 - 09.2021
  • Provided administrative support to the executive team, including scheduling meetings and managing calendars.
  • Composed correspondence, reports and meeting notes.
  • Inventoried and ordered supplies for office.
  • Coordinated appointments, meetings and conferences.
  • Scheduled appointments, meetings and events for management staff. Maintained accurate department and customer records.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Managed inventory to ensure all supplies were in stock and within budget. Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.

HR Intern

Cocoa Marketing Company (CMC)
Accra
06.2019 - 08.2019
  • Prepared and posted job openings to appropriate job sites and newspapers.
  • Drove employee feedback to deliver information to management for corrective actions.
  • Created, organized and maintained employee personnel files to keep sensitive data secure.
  • Assisted with planning, organizing and coordinating company events.
  • Assisted the record keeping team.

Cashier/Front Desk Receptionist

PhotoClub
Accra
01.2016 - 01.2018
  • Greeted customers and answered any questions they had about the store's products and services.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Stocked shelves with merchandise when needed.
  • Answered customer inquiries regarding store policies and procedures.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Assisted customers over the phone regarding store operations, product information and order placement.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
  • Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
  • Performed other duties as assigned by management.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Verified and collected client payments.
  • Delivered friendly and knowledgeable support to current and prospective customers.
  • Answered phone and emails to make reservations and take guest information.
  • Trained newly hired employees on front desk procedures and business operations.
  • Taking stock of available products.
  • Depositing cash into the company's account.
  • Received incoming calls and coordinated with staff to fulfill customer requests.

Education

Bachelor of Arts\Science - Public Relations Management

University Of Professional Studies Accra
Accra
08-2023

Diploma - Public Relations Management

University Of Professional Studies Accra
Accra
06-2020

Senior High School - General Arts

Mawuli Senior High School
Ho,Volta Region
06-2012

Skills

  • Excellent in Microsoft office suite
  • Excellent negotiating skills and top level sales skill
  • Ability to negotiate across all levels and cultures
  • Excellent communication skills both orally and in writing
  • Very innovative and creative
  • Good public and media relation skills
  • Ability to prioritize and plan effectively
  • Team Management

Languages

1,B1,1,C1,1,C2

Personal Information

Timeline

Customer Experience Officer

Prestige Suites Hotel
04.2024 - 11.2024

Operations Officer

Enterprise IT Business Solutions (EITBS)
10.2023 - 03.2024

Administrative Assistant ( NSS )

VETCAST Communication
08.2020 - 09.2021

HR Intern

Cocoa Marketing Company (CMC)
06.2019 - 08.2019

Cashier/Front Desk Receptionist

PhotoClub
01.2016 - 01.2018

Bachelor of Arts\Science - Public Relations Management

University Of Professional Studies Accra

Diploma - Public Relations Management

University Of Professional Studies Accra

Senior High School - General Arts

Mawuli Senior High School

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SHARON NORVIENYO KORTO