PRUDENCE ODOI | CUSTOMER SERVICE REPRESENTATIVE-| Accra, Ghana | Linkedin.com/in/prudence-odoi/
PROFESSIONAL SUMMARY
Dedicated Customer Service Representative with 2+ years of experience in handling inbound and outbound
calls, live chat, email support, and front desk operations. Skilled in problem-solving, conflict resolution, and
client relationship management, ensuring a 95%+ customer satisfaction rate. Adept at CRM tools and
optimizing support workflows to enhance customer experience and operational efficiency. Thrives in fastpaced, remote, and hybrid work environments.
CORE COMPETENCES
Customer Support
Inbound & Outbound Calls
Conflict Resolution
CRM Software
Remote Team Collaboration
Data Entry
Record-Keeping
Workflow Optimization
Relationship Management
Upselling &Cross-selling
Multitasking
Time Management
RELEVANT CUSTOMER SERVICE EXPERIENCE
CUSTOMER SUPPORT SPECIALIST & GUEST EXPERIENCE ASSOCIATE
Oriental Resort Hotel| Hybrid
January, 2024 – Present
● Handling inbound and outbound customer calls daily, assisting over 100+ clients with inquiries and
support.
● Providing real-time product information, resolving customer issues, ensuring a 95% satisfaction rate.
● Coordinating check-ins & check-outs, providing key handovers and property orientation to enhance
guest satisfaction.
● Collaborating with team members to improve customer satisfaction and optimize workflows.
● Maintaining accurate records of customer interactions, ensuring data integrity.
GUEST EXPERIENCE EXPERT
Accra Marriott Hotel, On-site
January, 2023 – December, 2023
● Delivered VIP client services, handling high-value bookings and ensuring premium customer
experiences.
● Assisted guests with travel arrangements, accommodations, and personalized recommendations,
reducing check-in time by 30%.
● Resolved customer complaints efficiently, reducing complaint rates by 25% and enhancing guest
loyalty.
● Maintained accurate records of transactions exceeding $50,000 daily while ensuring compliance with
financial policies.
● Improved guest onboarding processes, reducing check-in time by 30%.
OTHER EXPERIENCES
CONTENT WRITER INTERN & CUSTOMER ENGAGEMENT
Afroza Solutions, Remote
August 2021 – September 2021
● Wrote engaging content for the brand’s website, enhancing messaging and improving audience
engagement by 20%.
● Assisted 100+ clients with inquiries, ensuring a 95% customer satisfaction rate through proactive
communication.
● Conducted market research to align content and messaging with customer needs, increasing
engagement by 10%.
● Drafted, edited, and produced high-quality written content materials, articles, newsletters, guides, and
thought leadership content.
● Designed marketing assets and product visuals on Canva, enhancing brand engagement by 15%.
EDUCATION
Bachelor of Science | University of Professional Studies, Accra
Marketing & Communication Studies
2019 - 2023
CERTIFICATIONS AND COURSES
CUSTOMER SUCCESS STRATEGIC MANAGEMENT
CustomerSuccessU.org
ONLINE COURSE IN CRM
Coursera
SERVICE DESK JOB SIMULATION
Datacom
TOOLS
Intercom – Google Workspace – Microsoft Office Suite - Canva - Trello - Freshdesk – Live Chat
Canva – Email Support – WhatsApp Business - Calendly – Data Analysis – Client Enablement - OperaPMS
