Henrietta Awinpoka Himichaels

HENRIETTA AWINPOKA HIMICHAELS PROFESSAL SUMMARY Customer Support and Operations professional with 8+ years of experience spanning customer service, administrative operations, and cross-functional coordination. Proven ability to manage high-volume support channels, resolve complex customer issues, and collaborate with internal teams to improve processes and customer satisfaction. Experienced working in fast-paced environments requiring critical thinking, strong communication, and independent problemsolving. Adept at leveraging digital tools and knowledge bases to deliver efficient, SLA-driven support in remote settings. CORE COMPETENCIES             Customer Support SLA Adherence & Escalation Handling Knowledge Base Utilization Technical Issue Identification & Escalation Cross-Functional Collaboration (Product/Operations) Customer Retention & Satisfaction Analytical & Critical Thinking Process Improvement & Workflow Optimization Remote Work & Independent Execution CRM & Communication Tools Google Workspace & Microsoft Office Data Tracking & Reporting PROFESSIONAL EXPERIENCE Virtual Assistant Switch Ghana | Accra, Ghana 01/ 2025- date    Managed executive calendars, scheduled meetings, and coordinated appointments across multiple time zones. Handled high-volume email and chat communications, ensuring timely responses and follow-ups. Maintained organized digital filing systems and updated databases with accurate data entry.       Provided customer support by resolving inquiries, processing requests, and escalating complex issues when necessary. Prepared reports, presentations, and meeting summaries to support decision-making. Assisted with invoicing, expense tracking, and basic bookkeeping tasks. Conducted online research and compiled findings into structured reports. Coordinated projects and tracked action items to ensure deadlines were met. Utilized tools such as Google Workspace, Microsoft Office, CRM systems, and virtual communication platforms to enhance workflow efficiency. Key Impact: Improved internal response efficiency and documentation systems, enhancing operational clarity and accountability. Administrative Assistant Rhodep Company limited| Accra, Ghana 09/2019 – 11/2024 Delivered structured support in a dynamic corporate environment, ensuring smooth communication and operational flow.      Managed inbound communications and ensured prompt, professional responses. Organized and maintained digital records and documentation systems. Coordinated follow-ups on action items to maintain service consistency. Assisted in process improvements to enhance workflow efficiency. Provided operational and customer-facing support while improving internal processes and communication systems. Key Impact: Strengthened document tracking systems, improving data accessibility and reducing retrieval time. Customer Service Representative Cirrus Oil Services Limited | Tema, Ghana 09/2012 – 08/2019 Frontline customer support representative handling high-volume inquiries and complaint resolution.    Responded to customer inquiries via phone and internal systems with professionalism and efficiency. Resolved complaints and escalated complex technical or operational issues appropriately. Maintained detailed logs of customer interactions for compliance and tracking.   Collaborated with operations teams to ensure timely issue resolution. Prepared weekly service and performance reports. Key Impact: Increased customer satisfaction through proactive follow-ups and efficient problem resolution. EDUCATION Bachelor of Science (BSc) in Business Administration Ghana Institute of Management and Public Administration (GIMPA), Accra TECHNICAL PROFICIENCIES       Google Workspace (Docs, Sheets, Calendar, Drive) Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) CRM & Email Support Platforms Digital File & Knowledge Base Systems Virtual Communication Tools Data Entry & Reporting PROFESSIONAL STRENGTHS      Excellent written and spoken English Strong analytical and critical thinking abilities Adaptable and receptive to feedback Independent and disciplined in remote environments Committed to delivering exceptional customer experiences