Mercy Odura Nyarko
Summary
Customer service professional with extensive experience in dynamic environments, specializing in security and stewarding roles. Proven track record of maintaining high service standards while assisting customers with ticket purchases and inquiries. Expertise in safety protocols and emergency procedures, ensuring passenger confidence during service disruptions. Strong communication skills and a commitment to operational efficiency enhance overall customer experience.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
STEWARD/CUSTOMER SERVICE ASSISTANT
SES GROUP
BIRMINGHAM, WEST MIDLANS
05.2025 - Current
- Delivered high-quality customer service during service disruptions, ensuring all passengers were supported in line with company standards and Passenger Charter requirements.
- Helped maintain a safe, secure and efficient environment for both customers and staff through proactive monitoring and adherence to safety procedures.
- Followed and supported security and evacuation procedures in line with local emergency plans, remaining calm and professional at all times.
- Assisted with the implementation, monitoring and evaluation of customer service improvements to enhance service delivery and passenger experience.
- Supported customers with ticket purchasing and timetable enquiries through effective queue management and guidance on self-service ticket machines, including Fast Ticket and Quickfare.
- Actively floor-walked within public areas, remaining highly visible, approachable and proactive when assisting customers and identifying potential issues.
SIA DOOR SUPERVISOR
STADIUM TRAFFIC MANAGEMENT
, WEST MIDLANDS
06.2024 - Current
- Managed queues effectively during busy periods, reducing waiting times and maintaining visitor satisfaction.
- Enforced company policies consistently whilst dealing with customers and staff alike.
- Used conflict resolution skills to diffuse tense situations.
- Maintained order with effective crowd control techniques.
- Handled customer queries in a professional and friendly manner to ensure satisfaction.
- Assisted in emergency evacuation drills, ensuring understanding amongst staff and visitors.
- Collaborated closely with team members for efficient operations.
- Remained flexible in rapidly moving environment and adapted to developing situations.
- Used initiative and independent judgment within established guidelines to respond appropriately to security situations.
- Prevented security breaches through continuous monitoring, enhancing staff and visitor safety.
- Collaborated with security teams and emergency services to resolve urgent situations.
- Applied outstanding communication and interpersonal skills when interacting with staff and visitors.
- Demonstrated assertiveness and confidence to facilitate prompt resolution of pressurised situations.
- Balanced firmness with diplomacy when enforcing rules, maintaining positive relationships without compromising on security standards.
- Undertook risk assessments frequently to identify potential hazards on site before they became problematic.
FRONT DESK REPRESENTATIVE
FORTEL SERVICES LIMITED
BIRMINGHAM, WEST MIDLANDS
01.2024 - 09.2024
- Enhanced customer satisfaction by providing excellent front desk service.
- Assisted in resolving guest complaints, resulting in improved feedback ratings.
- Greeted guests with a friendly attitude, creating an inviting atmosphere.
- Responded swiftly to guest inquiries, showcasing excellent problem-solving skills.
- Conducted clerical duties such as filing, photocopying and faxing to support administrative tasks.
- Upheld company policies whilst dealing with guests to maintain standards of operation.
- Coordinated with housekeeping staff for efficient room readiness and cleanliness.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
MAIL SORTER
QUACK RECRUITMENT SPECIALIST
WALSALL, WEST MIDLANDS
11.2023 - 12.2023
- Accurately scanned, sorted and dispatched mail and parcels in a fast-paced environment, working as part of a team to meet strict deadlines.
- Repackaged damaged items to delivery standards, ensuring a reliable and efficient service.
- Processed high volumes of letters and parcels with accuracy, sorting and dispatching items to the correct locations for onward delivery.
- Supported smooth logistics operations by preparing and dispatching filled yorks on time.
- Scanned, sorted and dispatched mail accurately while working to tight deadlines in a team environment.
- Maintained high attention to detail and efficiency to support timely delivery operations.
WAREHOUSE OPERATIVE
TUDOR EMPLOYMENT AGENCY
WALSALL, WEST MINDLANDS
10.2023 - 11.2023
- Collaborated on stock checking routines, provided accurate inventory updates.
- Inspected goods upon arrival, reported any discrepancies or damages.
- Assisted team members in loading large items safely onto delivery trucks.
- Filed records to maintain accurate stock documentation.
MUNICIPAL ADMINISTRATOR
NATIONAL SERVICE AUTHORITY
ACCRA, GREATER ACCRA REGION
01.2006 - 08.2023
- Answered inbound phone calls, resulting in excellent customer service provided to clients.
- Organised important company meetings, leading to improved communication across departments.
- Sorted incoming mail promptly, reducing clutter and improving organisation in the workplace.
- Facilitated internal communications with clear and concise memos and bulletins.
- Prepared detailed reports for streamlined decision-making processes using various software applications proficiently.
- Assisted senior administrators to effectively coordinate large-scale events.
- Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
- Streamlined office operations by implementing efficient administrative procedures.
- Contributed towards positive work environment by maintaining cleanliness and orderliness in shared spaces.
- Maintained high levels of data accuracy for smooth business operations by conducting regular database audits.
- Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
- Assisted clients with daily enquiries and addressed incoming correspondence to maintain timely responses.
- Liaised with customers to resolve enquiries, appointment requests and billing questions.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Monitored inventory needs and worked with procurement team to facilitate supply chain operations.
- Drafted periodic reports to inform upper management on KPIs and operational issues.
- Cultivated positive rapport across all enterprise levels, managing stakeholder relations in support of organisational needs.
- Represented organisations at seminars, conferences and business events.
Education
BACHELOR OF MANAGEMENT STUDIES - ADMINISTRATION/MANAGEMENT
UNIVERSITY OF CAPE COAST
GHANA 09.2007 - 10.2010
Higher National Diploma - SECRETARYSHIP AND MANAGEMENT STUDIES
TAKORADI TECHNICAL UNIVERSITY
GHANA 09.2000 - 07.2003
Skills
- Strong leadership skills with the ability to take responsibility and support team objectives
- Confident, approachable and professional when engaging with members of the public
- Effective conflict resolution and intervention skills, using calm and measured techniques
- Customer-focused with a commitment to delivering high standards of service
- Knowledgeable in security protocols, safety procedures and emergency response processes
- Excellent interpersonal and communication skills, both verbal and written
- Experienced in venue safety procedures and crowd management principles
- High level of situational awareness with the ability to remain calm under pressure
- Competent in the use of IT systems, including access control devices and surveillance equipment
- Reliable team player with the confidence to work independently when required
- Highly organised, proactive and self-motivated with a strong work ethic
Certification
Vehicle Marshal/Banksman Card
Security Industry Authority Door Supervisor License
Construction Skills Certification Scheme Card
Level 3 Award in Emergency First Aid at Work Certificate
Level 1 Health & Safety Awareness in a Construction Environment
Information Governance & Data Security
Timeline
STEWARD/CUSTOMER SERVICE ASSISTANT
SES GROUP
05.2025 - Current
SIA DOOR SUPERVISOR
STADIUM TRAFFIC MANAGEMENT
06.2024 - Current
FRONT DESK REPRESENTATIVE
FORTEL SERVICES LIMITED
01.2024 - 09.2024
MAIL SORTER
QUACK RECRUITMENT SPECIALIST
11.2023 - 12.2023
WAREHOUSE OPERATIVE
TUDOR EMPLOYMENT AGENCY
10.2023 - 11.2023
BACHELOR OF MANAGEMENT STUDIES - ADMINISTRATION/MANAGEMENT
UNIVERSITY OF CAPE COAST
09.2007 - 10.2010
MUNICIPAL ADMINISTRATOR
NATIONAL SERVICE AUTHORITY
01.2006 - 08.2023
Higher National Diploma - SECRETARYSHIP AND MANAGEMENT STUDIES
TAKORADI TECHNICAL UNIVERSITY
09.2000 - 07.2003