Irene

Demonstrated experience with Customer Service Excellence.

Demonstrated experience with Complaint Resolution.

Demonstrated experience with Team Leadership & Mentorship.

Demonstrated experience with Coaching & Knowledge Transfer.

Demonstrated experience with Administrative Support.

Served as the primary point of contact for process, product, and policy-related inquiries.. Provided real-time guidance and support to customer service agents to improve service delivery.. Monitored live customer interactions and provide corrective coaching where necessary.. Facilitated onboarding and nesting support for newly recruited agents.. Conducted coaching sessions, refresher trainings, and team huddles to improve performance.. Identified operational risks, process gaps, and performance trends and escalate appropriately.. Supported Team Leaders in managing team performance and operational requirements.

Handled customer inquiries, complaints, and service requests professionally and efficiently.. Delivered excellent customer experiences through empathy, active listening, and effective problem-solving.. Maintained accurate documentation of customer interactions and case resolutions.. Escalated complex issues in accordance with established procedures.. Consistently worked towards achieving key performance indicators including AHT, FCR, Adherence, and CSAT.. Ensured compliance with client requirements, company policies, and data protection standards.

Supervised daily operations to ensure efficient service delivery and customer satisfaction.. Managed employee schedules, delegated responsibilities, and monitored performance.. Handled customer concerns and resolved disputes professionally.. Trained and onboarded new staff members.. Monitored inventory levels and coordinated procurement of supplies.. Managed cash handling procedures and supported financial reporting activities.. Prepared operational reports for management review.. Collaborated with management to improve operational efficiency and customer experience.

Managed general correspondences. Carried out administrative duties such as copying and filing documents. Maintained computer and manual filing systems. Handled sensitive information in a confidential manner. Dispatched correspondences to the various divisions. Coordinated the Template Tracking of the Sunyani Zonal Office. Organized and scheduled meetings (produced agendas and wrote minutes)

Assisted clients with wellness and nutrition planning based on individual goals.. Conducted client assessments and maintained accurate records.. Organized health and wellness seminars to educate clients on healthy lifestyle practices.. Processed customer payments using POS systems.. Built and maintained strong client relationships.

Managed guest reservations, check-ins, and check-outs.. Responded to guest inquiries and resolved issues promptly.. Maintained administrative records and schedules.. Managed incoming calls, emails, and visitor reception.. Delivered professional front-office support to enhance guest satisfaction.

Handled customer inquiries, complaints, and service requests while maintaining high customer service standards.. Consistently worked toward key performance indicators including AHT, FCR, Adherence, and CSAT.. Promoted to Subject Matter Expert (SME) to provide additional support and guidance to frontline agents.. Served as a point of contact for process, product, and policy-related inquiries.. Monitored live customer interactions and provided real-time guidance and corrective coaching.. Supported onboarding, nesting, refresher training, and team huddles.. Identified performance trends and process gaps and escalated issues appropriately.. Supported Team Leaders with team performance and daily operational requirements.. Ensured compliance with company policies, client requirements, and data protection standards.

Provided administrative and clerical support to the Regional Operations Division.. Managed correspondence, filing systems, documentation, and confidential information.. Coordinated correspondence dispatch to various divisions.. Supported meeting arrangements, agenda preparation, and minute-taking.. Coordinated template tracking for the Sunyani Zonal Office.