Retail Operations Leader with Event Expertise

ANTOANETTE KOUDAYAH FOLI

740-***-**** ***************@*****.***

Laurel, MD

Results-driven retail and operations professional with over 8 years’ experience in telecommunications retail management and event operations. Proven success in improving customer satisfaction scores from 52% to 86%, increasing branch revenue by 49.3%, and leading high-performing teams to exceed sales and service targets. Expertise in branch operations, financial reconciliation, team development, retail digitization initiatives, and end-to-end event execution. Recognized for driving measurable growth, operational efficiency, and superior customer experience.

PROFESSIONAL EXPERIENCE

Project Lead

Gold Petal Events February 2019 – Present

• Lead end-to-end planning, designing and execution of corporate and social events, managing vendor sourcing, staffing, logistics, and on-site coordination.

• Supervise cross-functional teams to ensure seamless service delivery and adherence to event timelines.

• Develop detailed project plans, staffing schedules, and operational workflows to improve execution efficiency.

• Coordinate suppliers, event materials, and venue logistics to ensure 100% alignment with client expectations.

• Manage event budgets, vendor negotiations, and procurement processes to control costs while maintaining quality standards.

Team Lead (Retail Operations & Customer Experience) Vodafone Ghana September 2015 – March 2019

• Increased branch Customer Experience Index from 81% to 86% through structured coaching, service audits, and performance tracking.

• Managed daily operations of high-traffic retail branch, overseeing sales performance, service delivery, and escalation handling.

• Led and mentored a team of retail advisors, conducting quarterly performance reviews and ongoing coaching to improve productivity.

• Served as Customer Experience Single Point of Contact (SPOC) for retail digitization initiative, improving transaction efficiency and service delivery processes.

• Resolved complex customer escalations, strengthening retention and brand loyalty.

• Oversaw inventory control, stock reconciliation, and daily financial transactions with full compliance and audit accuracy.

• Co-led terminal sales project, achieving first-time terminal sales targets within the retail network.

• Utilized CRM, SAP, and internal systems to track performance metrics, sales conversion, and operational KPIs.

Acting Retail Shop Manager

Vodafone Ghana April 2015 – September 2015

• Increased average monthly shop revenue by 49.3% year-over-year through performance-driven sales coaching and targeted upselling strategies.

• Improved Customer Experience Index from 52% to 78% within one fiscal year.

• Supervised and coached a team of 5 retail associates, enhancing individual sales productivity and service quality.

• Managed daily branch operations including P&L oversight, inventory management, stock reconciliation, bank deposits and ensure accurate product availability

• Conducted structured employee performance dialogues to drive accountability and professional development.

• Served as brand ambassador, ensuring operational compliance and high customer engagement standards. Retail Advisor & Acting Team Lead (Customer Experience) Vodafone Ghana April 2013 – March 2015

• Supported branch leadership in achieving monthly revenue and service targets.

• Oversaw shop floor operations and team coordination during peak business periods.

• Acted as Shop Manager on multiple occasions (October 2013 – December 2014), maintaining performance benchmarks.

• Earned “Exceeding Expectations” rating in annual performance evaluation.

• Improved customer satisfaction through proactive issue resolution and consultative product recommendations.

Retail Advisor (Customer Service Experience)

Vodafone Ghana September 2012 – March 2013

• Delivered frontline customer support, handling daily service inquiries and product consultations.

• Conducted daily cash reconciliation with 100% accuracy.

• Managed monthly inventory reconciliation, maintaining audit compliance and minimizing discrepancies.

• Delivered frontline customer support by assisting customers with product selection, service activation, billing inquiries, and technical troubleshooting.

• Educated customers on products, service plans, promotions, and device features to drive informed purchasing decisions.

• Processed transactions including payments, upgrades, returns, and service modifications with high accuracy.

• Resolved customer complaints efficiently while maintaining a positive brand experience Project Assistant

World University Service of Canada (WUSC) June 2011 – August 2012

• Supported implementation of volunteer development and community-based programs.

• Coordinated onboarding and logistics for in country and international volunteers.

• Managed administrative documentation and financial tracking to ensure compliance with program standards.

• Assisted with reporting, monitoring, and program coordination efforts. EDUCATION BACKGROUND

Executive Certificate in Business Administration

Graduate School of Governance and Leadership Jun 2009 - Jul 2011 Bachelor of Arts in Economics

Kwame Nkrumah University of Science and Technology Aug 2005 - Jun 2009 PROFESSIONAL DEVELOPMENT

• Project Management Professional (OMP) – In Progress (Expected March 2026)

• Young African Leadership Initiative (YALI), Regional Leadership Center – Cohort 15 Oct 2019 - Nov 2019 Diploma in Software Development – AITI-KACE May 2013

• Certificate in Bank Securities – Ghana Stock Exchange September 2010

• Diploma in Financial Management – ICM-UK June 2009 ADDITIONAL INFORMATION

• Authorized to work in the United States

• References available on request

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