Customer Service Sales

Kwabena Obeng

703-***-**** (Home)

703-***-**** (Cell)

*********@***.***

CAREER OBJECTIVE

Seeking a position in a functional environment where I can effectively

utilize my expertise.

Background Summary

History and background of medical evacuation, insurance claims resolution,

corporate travel counseling, contract administration, client services

administration, retail and hotel management.

I speak French and German.

PROFESSIONAL EXPERINCE

June. 2007- Present Europ-Assistance, USA Bethesda,

Md.

TRAVEL ASSISTANCE COORDINATOR.

Europ-Assistance is an emergency travel insurance network which handles

traveler's needs globally. Coordinators undergo three months of intensive

in-service training to manage the high volume call center.

My responsibilities include:

. Selling and upgrading insurance policies.

. Apply individual insurance policies to provide customer service in

medical monitoring, medical referrals, medical evacuations and

repatriation, identity theft resolution, insurance claims reviews and

resolution, direct medical expenses payments and guarantees of payment to

healthcare providers both nationally and internationally

. I provide varieties of logistics and travel assistance to clients such as

researching for cost effective and convenient flight itineraries.

Provide information on customs regulations. Assist with lost items

search, legal counsel referrals, and hotel reservations. Etc.

Manage and process travel and expenses reports within Federal Travel

regulations.

Process client travel visa requests and maintain client information case

logs for cost accounting.

Review Providers invoices and billing for approval and for cost

containment.

Serve as frontline liaison for travel assistance agents, cruise line

vendors, employers and HR coordinators for guidance on travel insurance

policies and travel insurance benefits.

I investigate and resolve traveler's issues. Provide pertinent updates to

travelers including, current international affairs of host countries,

required vaccinations, customs and regulations on prescription

medications, car rentals, political advisories and political evacuations.

I coordinate international basic meeting and event needs, and review

meeting contracts for compliance and cost comparison.

My job requires multi-tasking with proven documentation of services

rendered. Good listening skills with adept use of communications tools

such as; the internet, emails, telephones, instant messaging, faxes, iMIS e-

billing, express mail couriers, shipping, extensive knowledge of

international customs and transit protocols, extensive use of accounts

reporting Microsoft Excels spreadsheets, Outlook, PowerPoint presentations

and Microsoft word.

September 1998. - June 2006 Linens 'n Things Stores

Woodbridge, VA.

LOGISTICS/MERCHANDISE MANAGER

My position with Linens n' Things moved me through four Northern Virginia

stores, which included Linens n' Things Crystal City Mall, Linens n' Things

Annandale, Linens n' Things Fair Oaks Mall and Linens n' Things Potomac

Mills Mall.

My operational responsibilities ranged from:

. Directing all functions related to in-store merchandise assortments.

. Partnered with Store Managers to build on business opportunities through

weekly management meetings.

. Developed and coordinated departmental timelines and schedules for new

projects.

. Directed and implemented merchandise presentations.

. Planned and coordinated major floor moves and renovations.

. I evaluated expenses in relation to Profit & Loss plans.

. Led shortage strategies by monitoring sales levels and buyer's trends.

. Prepared budget adjustments to existing contracts, including extensions

and add-ons

. Prepared bi-weekly employee payroll, and monitored employee time and

attendance.

. Monitored the rate of departmental turnovers with consistent inventories

taking and ordering supplies.

. Ensured compliance with general store safety, risk and security rules and

policies.

. Led "on floor" training by demonstrating how to lead customers through

the sales process.

. Built productive and collaborative partnerships with internal colleagues.

. Developed employees on demonstrating effective customer service skills

and attitudes.

. Developed new cross-merchandising initiatives.

. Maintained, ordered, and shipped "return to vendor" products.

. Monitored and re-directed internet sales.

. Researched non-routine contracts issues and made recommendations for

problem resolution.

. Served as the first contact to resolve and to assist with employees,

vendors and customer issues which required high-level management

attention.

. Hired, trained and motivated a winning customer-focused sales team.

. Counseled, promoted and disciplined departmental employees according to

the Linen's n Things regulations and policies.

. Promoted productivity through effective and constant feedback to and from

associates.

Aug. 1996- Sept.1998 St. REGIS HOTEL

Washington, DC

Financial Auditor & Front Office Supervisor.

The St Regis hotel is a luxury class hotel desired by most Dignitaries,

Lobbyist and Corporate Executives due to its proximity to the White House.

My supervisory duties included:

. Analyzing front office operational results on a regular basis and

taking actions to deliver services on cost effective basis as

appropriate.

. I was responsible for employee adherence to St Regis managed hotels

standards of operation.

. Created a culture of employee engagement and development through

leadership

. Coordinated with the Secret Service Agents to monitor VIPs, White

House guests and foreign dignitaries' hotel stay.

. I was responsible for direct oversight of Front Office, Housekeeping

and Food &Beverage.

. Served as the first contact to resolve, or assist with guest concerns

and complains.

. I Communicated and reinforced the vision for customer service to all

peer supervisors and employees.

. I processed daily guest reports, updated guest status and prepared

traces of guest requests to meet their expectations.

. My accounts receiving audit and supervisory functions included,

reconciling departmental daily and monthly revenue reports. Monitored

front desk agents' adherence to accounts procedures and guidelines.

. Verified accounts billing procedures and itemized promotions with

applied incentives.

. Edited and pre-authorized credit cards for future payment.

. Prepared bank deposit slips, and shortages and overages. Reconciled

vouchers and charge-backs.

. Wrote employee yearly assessment reviews and constantly monitored

employee development through feedback.

. Supervised hotel group functions and events in conference and banquet

rooms.

. Supported other functions and duties as assigned by Senior Management

and the General Manager.

703-***-**** (Home)

703-***-**** (Cell)

*********@***.***

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