Gifty Nyame
Austell,GA
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
15
15
years of professional experience
Work History
Senior Customer Service Manager
Responsive Surface Technology
02.2020 - Current
- Led 4-member team to 40% sales increase between 2021-2022, effectively delegating tasks, resolving conflicts, creating a positive work environment, and implementing new marketing and business strategies.
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
- Recruited, trained, and coached customer service representatives to achieve a 95% customer satisfaction rating in 2022.
- Developed and implemented a new training Manual and program that resulted in a 20% reduction in turnover in the Customer Service department.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Prepared reports by collecting and analyzing data about customer needs
- Evaluated interactions between associates and customers to assess personnel performance.
Customer Service Cordinator
Saddle Creek Logistics
07.2017 - 03.2020
- Logged customer data into company CRM system to foster strong account management and rapport.
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 60% of issues.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Managed a portfolio of over 10,000 products, including inventory, shipping, and delivery.
- Increased revenue with strategic upselling of products and services to existing customers.
- Scheduled inbound and outbound products for customers, resulting in a 10% reduction in delivery times and a 5% increase in customer satisfaction.
- Delivered superior customer service to retain existing customers and attract future customers.
Flight Attendant
Emirates Airlines
08.2012 - 08.2017
- Ensured the safety and comfort of over 10,000 passengers on a monthly basis.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Used excellent customer service skills in addressing passengers' needs, issues and enquiries.
- Managed Inventory onboard for service and security Supplies
- Resolved passenger conflicts and medical emergencies during flights.
- Market on-board products and corporate services
- Received Nujoum Award suggested by customers for outstanding performance (2013)
- Ensured safety and comfort of customers onboard aircraft.
Product Support
Sitel
04.2017 - 07.2017
- Managed technical difficulties customers had with the product and services of the company
- Delivered outstanding customer services by providing accurate solutions to customer’s issues
- Achieved 10% customer satisfaction and growth.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
Administrative Support Specialist
REIK HUB/ CSO Platform On Oil And Gas
06.2009 - 08.2016
- Developed first strategic plan outline
- Provided administrative and
- Managed travel and work schedule for team and Executives
- Prepared confidential and sensitive document
- Coordinated office management activities
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Maintained office procedures
- Coordinated committee meetings minutes and assignments to executives.
- Assisted coworkers and staff members with special tasks on daily basis.
Teaching Assistant
Ghana Christian University
08.2008 - 09.2012
- Assisted lecturers to teach management, Business Communications, Management, Leadership, and Thesis/ Capstone Writing.
- Helped with grading assignments and tests, providing constructive feedback to students based on results.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- 12% of students tutored, graduated with First and Second Class Upper.
Education
Master of Science Degree - International Business Management
Liverpool University
United Kingdom12.2015
Bachelor of Arts - Development Management (NGO)
University of Wales
United Kingdom08.2011
Skills
- Presentation and Analytical skills
- Proficient in Microsoft Word, Excel, PowerPoint, and Access
- Policy and Procedure Management
- Business Strategy Coach
- Process Improvement
- Personnel Recruitment and Training
- Quality Control Analysis
- Strong Telephone Etiquette
- Professional Relationships
- Corporate Standards
- Social Media Platforms
- Building Morale
- Operational Standards
- Customer Experience Management
- Brand Experience
- Customer Engagement Strategies
- Conflict Resolution Tactics
- Social Media Campaign
- Performance Feedback
- Microsoft Office
- Customer Relationship Management (CRM) Software
- User Experience
Playing Volley ball
Volley ball is my favorite sport. I used to play for my school's national team, emerging as a captain. Playing volley ball introduced me to team work and team spirit. Each member must be dedicated to keep the ball afloat anywhere it went. Strategizing your positions carefully can confuse your opponent before they know it. No space is to be left unprotected else your opponent will strike into it, likewise covering up the weaker link always. Productivity cannot be achieved alone. Every member in a team is equally important no matter the level of energy they bring on board.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Service Manager
Responsive Surface Technology
02.2020 - Current
Customer Service Cordinator
Saddle Creek Logistics
07.2017 - 03.2020
Product Support
Sitel
04.2017 - 07.2017
Flight Attendant
Emirates Airlines
08.2012 - 08.2017
Administrative Support Specialist
REIK HUB/ CSO Platform On Oil And Gas
06.2009 - 08.2016
Teaching Assistant
Ghana Christian University
08.2008 - 09.2012
Master of Science Degree - International Business Management
Liverpool University
Bachelor of Arts - Development Management (NGO)
University of Wales
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