Grace Nana
Romford,HAV
Summary
Driven by a results-focused approach, I leveraged my problem-solving skills and excellent communication abilities at Virgin Atlantic Holidays to enhance client satisfaction and streamline service delivery. My experience spans from providing empathetic customer support at Swissport to implementing innovative training techniques at Amazon, showcasing a blend of hard and soft skills that drive operational excellence and team development. Experienced and enthusiastic Consultant with a track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving, and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy, and finance.
Overview
9
9
years of professional experience
Work History
Consultant/Pre-Departure Service
Virgin Atlantic Holidays
04.2022 - Current
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- · Updating and amending existing bookings
- Answering all incoming calls and addressing any complaints.
Personal Care Assistant
Trimarge Care
08.2018 - Current
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.
- Assisting service users in meeting their mental and physical health needs.
- Aiding clients in participating in leisure activities in the community.
- Providing transportation for clients to meetings with other agencies and healthcare professionals.
- Facilitating the completion of weekly tasks for service users, such as shopping and banking.
- Establishing contact with other support workers, social workers, and relevant members of the health care industry.
- Being present at meetings and training courses with colleagues.
Passenger Service Agent
Swissport
11.2021 - 04.2022
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Providing boarding passes upon verification of travel documents.
- Educated passengers on safety procedures and assisted disabled passengers
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Maintained accurate records of flight information to provide timely updates to passengers.
Customer Service Representative
HSBC-John Lewis Partnership
07.2021 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handling bank transactions, as well as common products and services.
- Working with a variety of technology and software.
- Handling general inquiries about the John Lewis Partnership card.
- Helping customers with replacing credit cards that have been lost or stolen.
- Escalating inquiries to the appropriate team when necessary.
Customer Service Advisor
NHS Test &Trace COVID-19
11.2020 - 03.2021
- Enhanced client satisfaction by addressing and resolving issues promptly.
- Helped a large volume of clients every day with a positive attitude and focus on customer satisfaction.
- Making phone calls to confirmed cases and those who have had contact with COVID-19
- Inputting all the relevant information into the system after completing questionnaires with clients.
- Conducting additional isolation calls.
- Assisting with general inquiries regarding COVID-19.
- Providing relevant information and advice to members of the public and providing support.
- Exhibiting a high level of sympathy for the customer's circumstances.
Airport Passenger Service Agent
Swissport (Virgin Atlantic & Air Transat)
11.2018 - 11.2020
- Assisted passengers with special needs, providing compassionate care and facilitating smooth travel experiences.
- Cultivated a friendly atmosphere at the gates, greeting passengers warmly upon arrival and departure.
- Attending to airline customers and assisting with check-ins.
- Collaborated closely with team members to achieve excellence in overall airport operations.
- Managed gate assignments and updated flight information, keeping passengers well-informed of changes promptly.
- Assisting customers at the Transfer desk.
- Assisting and engaging with unaccompanied minors/VIPs and passengers with restricted mobility, making sure they feel comfortable and confident before travel.
- Ensuring that every customer receives an exceptional and professional service.
Airport Passenger Service Agent
Jet2.com & Jet2 Holidays
04.2017 - 10.2018
- Performing customer check-in, and issuing boarding passes, and baggage labels while adhering to safety measures.
- Managed gate assignments and updated flight information, keeping passengers well-informed of changes promptly.
- Upheld strict compliance with security protocols while checking travel documents at departure gates to ensure passenger safety.
- Resolved customer complaints and concerns professionally, maintaining positive relationships between the airline and passengers.
- Assisted passengers with special needs, providing compassionate care and facilitating smooth travel experiences.
- Promoted positive passenger experiences during irregular operations by assisting stranded travelers with rebooking options or hotel accommodations when necessary.
Fulfilment Associate Warehouse Instructor
Amazon
09.2017 - 04.2018
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Boosted associate performance by providing individualized support and targeted feedback.
- Initiated new learning methods, eliminating instructional gaps and improving comprehension.
- Performing duties in different parts of the building, including the primary departments of Inbound and Outbound.
- Following Amazon's internal processes and procedures, efficiently and effectively receive and store goods inwards.
- Managing customer orders and maintaining a high level of quality and productivity.
- Ensure that Amazon fulfills its high expectations by accurately packing and shipping customers' orders. Instruct new associates on using web interface tools.
- Aiding in Day Zero induction.
- Follow stringent safety and quality regulations.
Retail Sales Consultant
Harvey Nichols
08.2015 - 01.2017
- Enhanced customer loyalty by offering tailored solutions that met individual needs.
- Resolved customer complaints promptly, maintaining a positive brand image.
- Handled cash transactions accurately while adhering to established security procedures.
- Trained new employees on store policies, procedures, and best practices for superior customer service.
- Ensuring that store standards are always met using merchandising.
- Ensuring that the daily plan is achieved with a team, including the daily plan, targets, and any changes to the business.
- Attending to the demands of clients and comprehending their personality and style.
- Establishing a network of exclusive customers for exclusive shopping and events.
- Promoting couture pieces that are exclusive to Harvey Nichols and of high quality.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
Education
High School Diploma -
Newham College
East Ham, United Kingdom2012
Skills
- Problem-Solving
- Attention to Detail
- Team Leadership & Development
- Client Relationships
- Excellent communication and interpersonal abilities
- Intermediate level in French
- Cultural Awareness
- Intermediate knowledge of Microsoft Office package
- Ability to work efficiently under pressure
Baking, Socialising, Traveling, Listening to music, Theatre
I am passionate about baking and being creative, and I also enjoy socializing with friends and family. Traveling is enjoyable to me because it exposes me to different cultures, teaches me about humanity, and makes me appreciate and understand different points of view and ways of life. I also take pleasure in listening to music and attending theater
Timeline
Consultant/Pre-Departure Service
Virgin Atlantic Holidays
04.2022 - Current
Passenger Service Agent
Swissport
11.2021 - 04.2022
Customer Service Representative
HSBC-John Lewis Partnership
07.2021 - 09.2021
Customer Service Advisor
NHS Test &Trace COVID-19
11.2020 - 03.2021
Airport Passenger Service Agent
Swissport (Virgin Atlantic & Air Transat)
11.2018 - 11.2020
Personal Care Assistant
Trimarge Care
08.2018 - Current
Fulfilment Associate Warehouse Instructor
Amazon
09.2017 - 04.2018
Airport Passenger Service Agent
Jet2.com & Jet2 Holidays
04.2017 - 10.2018
Retail Sales Consultant
Harvey Nichols
08.2015 - 01.2017
High School Diploma -
Newham College
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