Donnah Brenya Nyanor
Larbert,Falkirk
Summary
Dedicated professional with expertise in complaint management, problem-solving, and customer service. Committed to enhancing organizational processes and fostering positive client relationships, with a focus on continuous improvement and career advancement in customer service excellence. Driven individual with talent for critical thinking and effective communication, combining advanced knowledge of English literature and strong presentation skills.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Customer service associate
M&G Investments
Stirling, Stirling
01.2025 - Current
- Maintained high level of patience when dealing with difficult customers, resulting in peaceful resolutions.
- Escalated complex issues to management, improving resolution time.
- Managed high volume of calls daily, maintaining composure under pressure.
- Resolved customer queries by utilizing in-depth product knowledge.
- Showcased excellent listening skills when interacting with customers, leading to greater understanding of their needs.
- Demonstrated strong problem-solving abilities when resolving customer complaints effectively.
- Enhanced customer satisfaction by providing timely and effective solutions.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Recorded information about inquiries and complaints within internal database.
- Handled in-person, email and mailed correspondence.
Cleaner
White Pearl Cleaning
Glasgow, Glasgow City
06.2024 - 01.2025
- Assisted with seasonal deep cleans, contributing towards a fresher environment after periods of heavy use.
- Utilised eco-friendly products to maintain a safe, chemical-free environment.
- Secured premises at end of shift, ensuring safety of all areas.
- Maintained high standards of cleanliness and hygiene by thorough daily dusting and hoovering.
- Ensured the provision of clean towels and toiletries for guest satisfaction in hotel suites.
- Worked quickly to complete cleaning within allotted timeframes.
- Used vacuum cleaners and associated accessories to clean various floor surfaces to customer specifications.
- Followed health and safety guidelines to properly dispose of waste and toxic materials.
- Reported breakages to supervisor.
- Vacuumed carpeted areas and mopped hard floors.
waitress/customer service
Bombay Dreams
Cumbernauld, North Lanarkshire
09.2023 - 10.2024
- Executed food and drink orders accurately to improve customer satisfaction rates.
- Ordered and stocked beverage supplies maintained availability of popular drinks.
- Ensured smooth restaurant operation by effectively managing reservations system.
- Collaborated with kitchen staff to ensure order accuracy.
- Demonstrated excellent multitasking abilities for timely delivery of orders.
- Utilized professional communication skills to resolve customer complaints.
- Improved customer satisfaction by providing efficient and friendly service.
- Maintained excellent level of service in busy and demanding restaurant environment.
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
English literature and language teacher
Presbyterian Senior High and Technical
Kumasi, Kwaman
05.2022 - 08.2023
- Collaborated with colleagues to design an updated curriculum that aligns with current educational standards.
- Facilitated after-school study groups for students requiring extra support in English literature and language subjects.
- Fostered a passion for reading in students through careful selection of literary texts and interactive teaching methods.
- Enhanced student comprehension by delivering engaging, innovative lessons on English literature and language.
- Kept abreast of latest research trends in pedagogy-ensured modern, effective teaching techniques were applied in the classroom setting.
- Achieved improved literacy skills amongst pupils with consistent emphasis on grammar, sentence structure, and vocabulary development.
- Adapted teaching methods according to individual student needs for better academic performance.
- Prepared pupils for end-of-year examinations by implementing comprehensive revision strategies and practice sessions.
- Taught spelling, pronunciation and sentence structure to form basic foundation of language.
- Applied differentiated teaching methods to meet varied student needs.
- Monitored difficulties in students to provide extra coaching and assistance.
- Prepared comprehensive feedback and revision plans for students.
- Supported department development plans to meet new national curriculum requirements.
English language teacher
Prempeh College
Kumasi, Ashanti Region
09.2020 - 08.2021
- Enhanced student engagement by incorporating interactive teaching methods.
- Promoted an inclusive classroom environment where all students felt comfortable participating and asking questions.
- Assessed student progress through regular evaluations and feedback sessions.
- Worked closely with Head of English to strategize curriculum delivery, regularly implementing improvements.
- Built rapport with students, incentivizing engagement and interaction.
- Facilitated learning with extensive use of audio-visual aids and real-life scenarios.
- Encouraged critical thinking and analytical skills amongst pupils via challenging assignments.
- Developed lesson plans for English language classes of varying levels.
- Tailored instruction strategies based on each pupil's preferred learning style.
- Motivated students to participate in inter-school literary competitions, fostering their public speaking skills.
Education
Bachelor of Arts - English Language with Education
University of Education, Winneba
Ghana 08.2016 - 07.2020
Master of Science - English Language and Linguistics
University of Glasgow
Glasgow 09.2023 - 09.2024
Skills
- Complaint management
- Problem-solving
- Customer Service
- Administrative efficiency
- Student engagement
- Class management
- Public speaking
Timeline
Customer service associate
M&G Investments
01.2025 - Current
Cleaner
White Pearl Cleaning
06.2024 - 01.2025
waitress/customer service
Bombay Dreams
09.2023 - 10.2024
Master of Science - English Language and Linguistics
University of Glasgow
09.2023 - 09.2024
English literature and language teacher
Presbyterian Senior High and Technical
05.2022 - 08.2023
English language teacher
Prempeh College
09.2020 - 08.2021
Bachelor of Arts - English Language with Education
University of Education, Winneba
08.2016 - 07.2020
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