Hellat Ansu-Gyeabour

adnaqa@r.postjobfree.com

614-***-****

A results-oriented versatile individual with years of experience with the leading Food and Nutrition company in the world. Specialized in Human Resources, Customer Service and Accounts Payable using SAP, Concur, CRM and Citrix as main tools and confidentiality as a non-negotiable conduct. Team-oriented and focused on creating long term relationships that lead to long term growth.

Work Experience

Amazon Associate

Amazon

October 2020 to February 2021

●Assist in package sorting and wrap down

Call Center Associate

U-Haul

March 2018 to October 2018

●Manage and resolve customer complaints

Walmart Associate

Walmart Supercenter

February 2018 to March 2018

●Ensure access to customer desirables on shelves

Solutions Specialist

Nestlé Central and West Africa Limited - Accra

May 2017 to February 2018

●Lead the transition of Vendor Services from various Zv in the Central and West Africa Region to the Contact Center

●HR Shared Services subject matter expect responsible for Nestlé Central and West African Region Market Process Review aimed at ensuring efficiency and standardization by:

oTraining markets on the process review

oWorking with markets to capture all expected deliverables as well as legal/fiscal deviations

oOutlining and drafting analysis made for market Go-Live

Employee Services Analyst

Nestlé Central and West Africa Limited - Accra March 2016 to May 2017

●Manage and resolve customer complaints

●Provide reports on Contact Center activities

●Train new associates and develop training manuals

●Evaluate Contact Center Agent’s work and provide feedback and coaching

●Follow up customer calls to ensure complete resolution of all cases

Employee Services Assistant

Nestlé Central and West Africa Limited - Accra

October 2013 to March 2016

●Supported in the setup of the Nestlé Business Services Contact Center- Put together Standard Routine

Documents for the use of Contact Center Agents

●Handle employee and vendor enquiries related to Hire to Retire and Accounts Payable

●Identify and escalate priority issues for quick resolution

●Route enquiries to appropriate resources where necessary

●Log all calls for reporting and compliance purposes

Education

Bachelor of Arts in English and French

University of Cape Coast, Ghana - Cape Coast

August 2008 to May 2012

Skills

Supervising, Coaching, Multi-tasking, Confidentiality, Customer Service, Problem Solving/Resolution, Time Management, Results Oriented, Presentation, Networking, Writing.

Tools Used: CRM, SAP, Outlook, Concur, Word, Excel, Citrix, PowerPoint.

Awards

Three Times Employee of the Month Award

Certifications/Licenses

Customer Service Certificate

April 2014 to Present

Certified as a learned Customer Service Representative

Customer Relationship Manager Tool Certificate

March 2014 to Present

Certification for the successful completion of a detailed training with an excellent pass in held exam on the use of the Customer Relationship Manager Tool

Go-See-Think-Do (GSTD) Coach Certificate

Responsible for coaching others on the GSTD Problem solving techniques to resolve daily departmental issues.

Organizational Maintenance Certified in Systems Applications and Products (SAP)

Certified on the rules to be applied during position and organizational unit creation in SAP

Groups

Focus Improvement(FI) Pillar – A group responsible for identifying company problems and applying problem solving techniques to eradicate or minimize them

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