IRENE KUMAH
Abu Dhabi
Summary
Dedicated professional with strong client management skills and a commitment to enhancing customer relations. Utilises empathy and patience to effectively address customer concerns while maintaining high service standards. Demonstrates adaptability in dynamic environments, ensuring prompt and efficient service delivery.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer `service executive
Leo and Loona family restaurant
Abu Dhabi
01.2025 - Current
- Managed high volume of customer enquiries via telephone, email, and live chat, providing prompt and courteous responses.
- Resolved complex complaints and addressed angry customers professionally, achieving favourable outcomes.
- Ensured high customer satisfaction through friendly, helpful, and informative service.
- Maintained working knowledge of available products and services for enhanced customer service.
- Organised and updated customer records, ensuring data accuracy and confidentiality.
- Contributed to team meetings by sharing best practices and updates on customer service initiatives.
Customer Service Specialist
Network Intelligent Payment Solutions, Dubai
Abu Dhabi
01.2022 - 01.2024
- Resolved complaints by actively listening to customer concerns and providing practical solutions, ensuring customer satisfaction.
- Acted as point of escalation for complex customer issues, capturing timely resolutions to drive client retention.
- Reviewed customer surveys and feedback to implement corrective actions addressing service-related issues.
- Analysed customer feedback to identify patterns, initiating changes to service offerings based on collective insights.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Pursued continuous professional development to enhance expertise in industry best practices and emerging customer service technologies.
Customer Service Administrator
Holiday Inn Hotel
Abu Dhabi, UAE
01.2021 - 01.2022
- Monitored email to promptly collect and respond to complaints.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Updated customer information in the database, ensuring accuracy and reliability of records.
- Kept detailed records of customer interactions for future reference.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Evaluated CRM reports regularly, actioning improvements to achieve impressive results.
- Communicated regularly with team members to maintain clearly defined expectations.
Sales Executive
Alisa Hotel
Accra, Gh
01.2019 - 05.2021
- Managed customer relationships through consultative sales techniques to attain individual sales goals.
- Built exceptional customer satisfaction by delivering friendly service.
- Cold called customers to build lead database.
- Customised service offerings to accommodate consumer needs.
- Achieved and surpassed sales targets consistently, contributing significantly to the company's growth and profitability.
- Adapted sales techniques and approaches in response to market changes and competitive pressures.
- Contacted current and potential clients to promote, upsell and cross-sell products and services.
Education
High School - General Art
Labone Senior High
Accra, GhSkills
- Client Management
- IT Support
- Customer Relation
- Problem Solving
- Communication Skills
- Conflict Resolution
- Empathy and Patience
- Time Management
- Adaptability
- Handle Calls, E-mails & Chats
- Phone etiquette
- Call Center Agent
Languages
English
Certification
- (IOSH SAFETY) certified
- Barista and Latte art foundational skills
Interests
- Music
- Art
Timeline
Customer `service executive
Leo and Loona family restaurant
01.2025 - Current
Customer Service Specialist
Network Intelligent Payment Solutions, Dubai
01.2022 - 01.2024
Customer Service Administrator
Holiday Inn Hotel
01.2021 - 01.2022
Sales Executive
Alisa Hotel
01.2019 - 05.2021
High School - General Art
Labone Senior High