ZANITA SERWAH KUMI
ACCRA,GHANA
Summary
Dedicated professional with a strong foundation in customer service, known for resilience under pressure and exceptional time management and multitasking abilities. Demonstrates proactive and reliable work ethic, ensuring meticulous attention to detail in all tasks. Committed to leveraging skills to enhance operational efficiency and contribute positively to team success.
Overview
12
12
years of professional experience
Work history
Personal assistant
DEC-Ghana
Accra, Ghana
2025.06 - Current
- Support Executive Director with weekly planning meetings to outline tasks and priorities.
- Provide support to Executive Director and external consultants through research ,documentation and knowledge management.
- Coordinate and implement field programmes, ensuring activities aligns with approved plans.
- Coordinate program activities with staff to ensure proper planning ,fund disbursement ,and financial accountability.
- Manage petty cash for approved activities, ensuring documentation and adherence to procedures.
- Collate monthly work plans and budgets from staff, submit consolidated version to Executive Director for review.
- Coordinate monthly and quarterly reports from all teams and ensure timely submission to Executive Director for evaluation.
Chief Operating Officer
CASEMEUP GHANA
Accra, Ghana
2022.03 - Current
- Managed vendor relationships, securing timely delivery of products.
- Handling staff relations and resolving workplace issues
- Administering payroll and ensuring timely and accurate salary payment.
- Managing recruitment processes ,including sourcing, interviewing and onboarding staff.
- Overseeing daily business processes operations to ensure efficiency and smooth workflow.
Passenger service supervisor
Aviance
Airport, Ghana
2023.03 - 2024.09
- Streamlined boarding procedures to reduce departure delays effectively.
- Maintained high standards of customer service by delivering professional, courteous approach to all passengers.
- Fostered positive relationships with colleagues and customers alike through excellent interpersonal skills.
- Monitored passenger service operations closely, identifying areas for improvement promptly.
- Enhanced team efficiency by coordinating shift schedules and task allocation.
- Assisted passengers at boarding gates, enabling prompt service and on-time flight departures.
- Checked-in luggage and confirmed carry-on items met
- Security requirements.
- Reviewed passports and travel documentation, issuing boarding passes upon completion.
- Managed team member schedules and work assignments.
Passenger service agent
Menzies Aviation
Airport, Ghana
2018.07 - 2023.03
- Checked passengers' tickets swiftly to streamline boarding procedures.
- Organised boarding gates with effective communication skills.
- Handled disruption cases such as denied boarding situations or flight cancellations calmly.
- Ensured timely departure of flights by managing pre-boarding activities efficiently.
- Communicated flight delays or cancellations with passengers, maintaining transparency and trust.
- Tagged luggage and routed to appropriate location for loading and screening.
- Managed team member schedules and work assignments.
- Accelerated check-in process by verifying passenger documents promptly.
- Assisted passengers at boarding gates, enabling prompt service and on-time flight departures.
- Reviewed passports and travel documentation, issuing boarding passes upon completion.
Passenger service agent/ Industrial Attachment
Menzies Aviation
Airport, Ghana
2017.05 - 2017.11
- Delivered excellent customer service to ensure repeat business from passengers.
- Managed lost-and-found enquiries, exhibiting problem-solving abilities under pressure.
- Ensured timely departure of flights by managing pre-boarding activities efficiently.
Personal assistant
Elyon Nursing Agency
Accra, Ghana
2014.01 - 2014.07
- Organised meetings, improved communication within the team.
- Updated company database regularly to maintain accurate records.
- Communicate with client to determine whether access to specific individuals should be given and to ascertain performance of workers in terms of executing duties
- Perform routine Client site visit to monitor workers performance and ensure high levels of Client satisfaction
- Assisted in project management, contributed to successful completion of crucial projects.
Education
Bachelor of Arts - Human Resource Management and Psychology
University of Ghana
Ghana 09/2019 - 09/2023
Certificate of Higher Education - Customer Service and Passenger Handling
Global Institute of Aviation
Ghana 08/2015 - 02/2016
Visual Arts
St. Mary's Senior High School
Ghana 10/2009 - 06/2013
Skills
- Proactive and Reliable
- Resilience under pressure
- Time Management and Multitasking
- Customer Service
- Attention to Details
Timeline
Personal assistant
DEC-Ghana
2025.06 - Current
Passenger service supervisor
Aviance
2023.03 - 2024.09
Chief Operating Officer
CASEMEUP GHANA
2022.03 - Current
Passenger service agent
Menzies Aviation
2018.07 - 2023.03
Passenger service agent/ Industrial Attachment
Menzies Aviation
2017.05 - 2017.11
Personal assistant
Elyon Nursing Agency
2014.01 - 2014.07
Bachelor of Arts - Human Resource Management and Psychology
University of Ghana
09/2019 - 09/2023
Certificate of Higher Education - Customer Service and Passenger Handling
Global Institute of Aviation
08/2015 - 02/2016
Visual Arts
St. Mary's Senior High School
10/2009 - 06/2013