Susan Quarcoo
Accra
Summary
Dynamic marketing, business development, and operations professional with over 7 years of experience in the private sector. Adept at managing teams, increasing efficiency, market analysis, and team leadership, with strong communication and strategic planning skills. Marketing executive with stellar background propelling customer engagement through innovative campaigns and targeted media placement. Successful at maximizing brand image and profitability by creating strategies based on deep understanding of target audience. Proven history of managing multiple activities from start to finish while meeting strict deadlines.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Head of Marketing and Business Development
Cello Restaurant and Bar ( Subsidiary of Nova Satus Gh Ltd)
08.2023 - Current
- Spearheaded the overall marketing and business development strategies, leading to a 65% increase in revenue since the company's inception.
- Developed and implemented comprehensive marketing plans, including digital campaigns, influencer partnerships, and local community engagement initiatives.
- Executed targeted marketing campaigns capturing new customers.
- Collaborated with the marketing team to introduce new promotions and loyalty programs, increasing customer retention by 20%.
- Conducted competitive market analysis and customer surveys to revamp the menu and pricing strategy. Introduced new pricing tiers and bundled meal options, which increased the average customer spend by 15%.
Operations Manager
Nova Satus Gh Ltd.
10.2021 - 07.2023
- Managed an in-house database system to update operations metrics to achieve productivity targets, reduce costs per unit, eliminate errors, and deliver excellent customer service.
- Coordinated the purchasing of supplies and equipment for the organization, which caused a 78% increase in production due to updated equipment.
- Supported the sales team in terms of customer needs, and project follow-up, to generate future business prospects.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
Customer Service Executive
Fidelity Bank Gh Ltd
12.2018 - 08.2021
- Executed over 30 complex internal and external transactions for high-net-worth clients daily.
- Handled customer inquiries and ensured the resolution of 80% of issues within 24 hours.
- Implemented business process improvement solutions to reduce average customer handling time by 20%.
- Developed and maintained excellent customer relationships, and earned a reputation for the delivery of exceptional customer service.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Customer Service Representative
Teelecel (Vodafone Ghana Ltd)
08.2017 - 11.2018
- Resolved over 150 weekly customer complaints.
- Conducted quality control surveys with customers, and provided feedback to the business head.
- Achieved a 97% average customer satisfaction rating, surpassing the team goal by 6%.
- Accelerated product upgrades by cross-selling and up-selling to customers.
- Contacted customers about potential service upgrades, new services and account changes.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Education
BA - Sociology
Kwame Nkrumah University of Science and Technology
Kumasi, Ghana01.2017
Skills
- Proficient in Microsoft Office Suite
- Business Development
- Strategic marketing
- Project management
- Customer Relationship Management
- Digital marketing
- Business process improvement
Certification
Agile Project Management Certification, Udemy, 04/23
Volunteer Experience
Nectar of Hope for Children's Foundation, Vice President, Kumasi/Accra
Activities
Vice President Membership, Fidelity Toastmasters
Languages
English
First Language
French
Intermediate (B1)
B1
Timeline
Head of Marketing and Business Development
Cello Restaurant and Bar ( Subsidiary of Nova Satus Gh Ltd)
08.2023 - Current
Operations Manager
Nova Satus Gh Ltd.
10.2021 - 07.2023
Customer Service Executive
Fidelity Bank Gh Ltd
12.2018 - 08.2021
Customer Service Representative
Teelecel (Vodafone Ghana Ltd)
08.2017 - 11.2018
Agile Project Management Certification, Udemy, 04/23
BA - Sociology
Kwame Nkrumah University of Science and Technology
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