Jacqueline Owusu
Customer Experience Associate
Accra, Ghana
Summary
Hardworking and passionate job seeker with a "service with a smile " mentality who is eager to secure a position in the banking space.
Have extensive experience in customer service, processing customer transactions with high level of accuracy, cash handling and an unwavering commitment to meeting or exceeding team goals.
Ready to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
23
23
years of professional experience
Work History
Project Coordinator - Commercial Construction
Loncha Limited
02.2022 - Current
- Contributed to successful project completions with thorough documentation of progress reports and change orders as needed.
- Assisted in preparation of bid documents for new commercial and home construction opportunities, increasing company revenue potential.
- Implemented risk management strategies to mitigate potential issues during construction process.
- Facilitated strong relationships with clients by maintaining open lines of communication throughout each project's lifecycle.
- Resolved conflicts proactively among team members to maintain positive working environment.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Maintained open communication by presenting regular updates on project status to customers.
- Reported regularly to managers on project budget, progress, and technical problems.
Client Service Manager
Sunda International Limited
04.2014 - 09.2021
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Drove revenue growth by identifying upsell opportunities within existing accounts.
- Coached team members on best practices for exceptional customer service, boosting overall performance levels.
- Successfully resolved escalated client issues, restoring trust and safeguarding company's reputation.
- Conducted regular client reviews to identify areas of improvement, leading to enhanced service offerings.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Created and reviewed invoices to confirm accuracy.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Championed a culture of open communication within team, fostering seamless collaboration among colleagues.
- Reduced turnaround times on client requests by streamlining work processes.
Event Coordinator
Image Consortium Limited
01.2012 - 03.2014
- Brainstormed and implemented creative event concepts and themes.
- Evaluated feedback from attendees after each function, utilizing insights gained to inform improvements in subsequent endeavors.
- Implemented innovative strategies to maximize networking opportunities for attendees at business conferences.
- Conducted post-event analysis, identifying areas of improvement for future events.
- Handled crisis management situations promptly, minimizing negative impact on event outcomes and client satisfaction.
- Coordinated with vendors to deliver exceptional catering and audiovisual services during events.
- Established positive relationships with clients, ensuring their needs were met throughout event planning process.
- Maintained accurate records of all event expenditures, ensuring budget compliance across multiple projects.
- Arranged availability of audio-visual equipment, transportation and displays for various types of events.
Showroom Sales Manager
Forewin Ghana Limited
06.2010 - 01.2012
- Organized successful trade shows participation showcasing latest product offerings while also networking extensively among potential customers and partners.
- Managed showroom inventory, ensuring optimal product availability and attractive displays for customers.
- Consistently exceeded monthly sales targets through proactive client engagement methods such as follow-ups on leads or inquiries received from various sources including recommendations from satisfied clients previously served satisfactorily.
- Facilitated exceptional customer experience by cultivating a welcoming showroom atmosphere conducive to exploring products at leisure.
- Improved customer satisfaction ratings by addressing concerns promptly and providing exceptional service.
- Mentored junior staff members by sharing industry insights, best practices, and proven selling techniques.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
Airline Customer Service Agent
Isal Travel And Tours
04.2006 - 02.2010
- Assisted in the development and implementation of marketing initiatives to promote store events and special promotions.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Sales Associate
Woodin Fashion
04.2001 - 12.2005
- Attended trade shows to represent company products, generate leads, and network with potential clients.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
- Forged strong partnerships with industry influencers to elevate brand reputation within the market.
Education
Bachelor of Science - Business Administration
University of Professional Studies
Madina, Accra01.2019
No Degree - Ticketing And Reservation
Ghana Airways Training School
Accra09.2005
GED -
IPMC College of Technology
Accra06.2004
High School Diploma -
St John's Grammar School
Achimota, Accra09.1999
Skills
Meticulous attention to detail
Hobbies
In my free time, I enjoy singing, cooking, modeling and spending time with my family.
Timeline
Project Coordinator - Commercial Construction
Loncha Limited
02.2022 - Current
Client Service Manager
Sunda International Limited
04.2014 - 09.2021
Event Coordinator
Image Consortium Limited
01.2012 - 03.2014
Showroom Sales Manager
Forewin Ghana Limited
06.2010 - 01.2012
Airline Customer Service Agent
Isal Travel And Tours
04.2006 - 02.2010
Sales Associate
Woodin Fashion
04.2001 - 12.2005
Bachelor of Science - Business Administration
University of Professional Studies
No Degree - Ticketing And Reservation
Ghana Airways Training School
GED -
IPMC College of Technology
High School Diploma -
St John's Grammar School
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