Emmanuella

EMMANUELLA NSONWAAH Customer Support | Chat Support | Virtual Assistant | Administrative Professional Accra, Ghana | Open to all time zones | Remote-ready PROFESSIONAL SUMMARY Results-driven Customer Support and Administrative Professional with 8+ years of experience delivering exceptional customer experience across hospitality, healthcare, legal, and service-based environments. Proven ability to manage high-volume customer interactions via chat, email, phone, and in-person support while maintaining accuracy, empathy, and professionalism. Highly organized Virtual Assistant with strong administrative, documentation, scheduling, and process improvement skills. Open to global remote roles and flexible across all time zones. CORE SKILLS Customer Support • Chat & Email Support • Customer Experience (CX) • Virtual Assistance • Administrative Support • CRM & Data Management • Calendar & Inbox Management • Complaint Resolution • Documentation & Record Keeping • Process Improvement • Team Coordination • Confidentiality & Compliance • Time Management • Multitasking • Remote Collaboration PROFESSIONAL EXPERIENCE Administrator | S.K Boafo & Company – Accra, Ghana January 2018 – Present - Delivered end-to-end administrative and customer support for a legal firm, managing schedules, correspondence, and documentation for multiple stakeholders. - Handled high-volume customer inquiries via email, phone, and in-person interactions, ensuring timely resolution and high satisfaction levels. - Maintained confidential legal documents, contracts, and invoices with 100% data accuracy and compliance. - Improved office efficiency by developing structured filing systems and customer databases, reducing document retrieval time. - Coordinated interdepartmental communication to ensure smooth workflow and project completion. - Prepared reports, presentations, and spreadsheets to track budgets, projects, and operational performance. - Monitored invoicing, payroll, and expenses to prevent financial discrepancies. - Supervised administrative staff, delegated tasks, and supported performance improvement initiatives. CEO / Operations Lead | Elliston Soirée Events – Accra, Ghana January 2020 – Present - Managed end-to-end event operations with a strong focus on customer satisfaction and service excellence. - Coordinated vendors, schedules, and logistics while handling client communications and expectations. - Resolved client concerns promptly, contributing to repeat bookings and positive referrals. - Demonstrated strong virtual coordination, planning, and multitasking skills applicable to remote roles. CEO | Tasty Popcorn – Accra, Ghana January 2019 – Present - Led a customer-focused food production business, managing orders, client communication, and service delivery. - Maintained accurate records of sales, inventory, and customer feedback to improve service quality. - Built strong customer relationships, contributing to repeat business and brand loyalty. Administrative Staff (OB/GYN – Weekends) | Achimota Hospital – Accra, Ghana January 2020 – December 2020 - Supported healthcare professionals with administrative and patient support tasks. - Managed appointment scheduling, patient records, and front-desk inquiries. - Provided empathetic customer service to patients and families while maintaining strict confidentiality. Personal Assistant | Incant II Solutions – Accra, Ghana January 2016 – September 2017 - Managed executive calendars, travel arrangements, and correspondence to improve productivity. - Organized meetings, prepared agendas, and recorded minutes for accurate documentation. - Handled email and phone communications, ensuring timely responses and follow-ups. Sales Executive | Dream Properties Ltd – Accra, Ghana May 2015 – September 2015 - Engaged clients to understand needs and provide tailored property solutions. - Maintained accurate client records and followed up to improve conversion rates. - Delivered consistent customer service throughout the sales cycle. Sales Assistant | N.A Global Realty – Accra, Ghana January 2013 – December 2014 - Supported sales operations through client communication, record keeping, and scheduling. - Managed property listings and responded to customer inquiries efficiently. EDUCATION MBA, Business Administration (Ongoing) University of the People, USA BSc, Business Administration | GPA: 3.06 University of the People, USA Diploma, Accounting | GPA: 2.55 University of Professional Studies, Ghana CERTIFICATIONS Global Diplomacy: The United Nations in the World – Coursera Global Diplomacy: Modern World – Coursera Project Management – Globe Management Institute VOLUNTEER & LEADERSHIP EXPERIENCE Organizer | Lite Foundation GH – Coordinated donations and support for orphanages and underserved communities. Organizer | Team Impact – Planned and executed community service initiatives. CEO | Tasty Popcorn & Elliston Soirée Events – Led teams and managed operations. REMOTE WORK READINESS • Open to all time zones • Strong written and verbal communication skills • Comfortable with remote tools, virtual coordination, and independent work • Reliable, detail-oriented, and KPI-driven