ABIGAIL POKUAAH OSEI
State College,PA
Summary
Dynamic Client Service Representative with a proven track record at ZEST CONSULT, excelling in customer support and conflict mediation. Enhanced client satisfaction through effective problem-solving and streamlined processes, achieving a significant reduction in response times. Skilled in Microsoft Office and adept at building strong client relationships, ensuring service excellence.
ZEST CONSULT, The leading IELTS, SAT, GRE, and study abroad center in Ghana.
Professional Client Service Specialist with robust experience in client relations and problem-solving. Strong focus on team collaboration and achieving results, adapting fluidly to changing needs. Expertise in communication, conflict resolution, and building lasting client relationships. Known for reliability, approachability, and results-driven mindset.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Service Representative
ZEST CONSULT
02.2021 - 08.2025
- Managed client inquiries, providing timely and accurate information to enhance customer satisfaction.
- Developed and maintained strong relationships with clients, ensuring effective communication and service delivery.
- Collaborated with team members to streamline processes, improving response times for client requests.
- Trained new staff on client service protocols, enhancing overall team performance and service consistency.
- Analyzed customer feedback to identify trends, implementing changes that improved service quality and efficiency.
- Executed follow-up procedures with clients post-service interactions to ensure satisfaction and address any concerns.
- Resolved complex client issues through effective problem-solving strategies, minimizing escalations and enhancing retention rates.
Travel Consultant
MALYNK TRAVELS
06.2019 - 05.2020
- Developed customized travel itineraries based on client preferences and budget constraints.
- Coordinated travel arrangements including flights, accommodations, and transportation for diverse clientele.
- Conducted thorough destination research to provide clients with relevant travel insights and recommendations.
- Utilized booking software to secure reservations and manage client accounts efficiently.
- Trained new team members on company procedures and best practices in travel consulting.
- Enhanced customer service experience by resolving inquiries and addressing concerns promptly.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Organized trips for individual, family and business travelers.
- Stayed up-to-date on current trends, destinations, and supplier offerings to provide the most relevant advice to clients.
- Negotiated with vendors to secure competitive rates, resulting in cost-effective travel options for clients.
Teaching Instructor
BEST WAY INTERNATIONAL SCHOOL
09.2015 - 02.2018
- Developed engaging lesson plans aligned with curriculum standards.
- Facilitated classroom discussions to enhance student understanding and participation.
- Assessed student performance through comprehensive evaluations and feedback.
- Implemented innovative teaching strategies to accommodate diverse learning styles.
- Established positive relationships with parents and guardians, fostering open communication regarding student progress.
- Implemented various classroom management strategies resulting in an organized and focused learning environment where students thrived academically.
- Enhanced student retention by implementing engaging activities and diverse teaching techniques.
- Served as a mentor to new teachers, offering support and guidance to help them navigate their first years in the classroom successfully.
- Adapted lessons to accommodate diverse learning styles, creating inclusive environments that met the needs of all students regardless of ability level or background knowledge.
Education
High School Diploma -
ICONIC INSTITUTE OF MANAGEMENT AND PROFESSIONAL STUDIES
GHANA03-2019
High School Diploma -
ST MONICA`S SENIOR HIGH SCHOOL
GHANA05-2015
Skills
- Customer support
- Payment processing
- Customer focus
- Call center experience
- Client relations
- Customer education
- File management
- Meeting deadlines
- Order processing
- System documentation
- Microsoft office
- MS office
- Computer skills
- Calm under pressure
- Conflict mediation
Accomplishments
- CHARITY FOUNDATION (WOMEN OF AMBITION FOUNDATION
Certification
- EDUCATIONAL CONSULTANCY (IELTS,GRE,SAT)
ZEST CONSULT
Languages
English
Full Professional
Timeline
Client Service Representative
ZEST CONSULT
02.2021 - 08.2025
Travel Consultant
MALYNK TRAVELS
06.2019 - 05.2020
Teaching Instructor
BEST WAY INTERNATIONAL SCHOOL
09.2015 - 02.2018
High School Diploma -
ICONIC INSTITUTE OF MANAGEMENT AND PROFESSIONAL STUDIES
High School Diploma -
ST MONICA`S SENIOR HIGH SCHOOL
YOUTH PRESIDENT, HOUSE CO-ORDINATOR
I served as a youth president, where I was responsible for leading and representing youth members, coordinating programs and activities,and fostering team work and discipline among the youth. This role has strengthen my leadership skills and communication skills, as I regularly worked with diverse groups and my fellow executives members and ensure active participation.
In addition, I held the position of house coordinator, where i managed group organization, ensure effective communication, and support members to work collaboratively towards common goals. This role required high level of responsibility to maintain order and encourage cooperation.