ROSANNA NNAJI
Gothenburg,O
Summary
Proven Customer Service Representative at HOTEL ROYAL GOTHENBURG, adept in complaint resolution and Microsoft Excel, significantly enhancing customer loyalty and operational efficiency. Demonstrated ability to manage high-stress situations with a high-energy attitude, mentoring new hires for seamless team integration, and supporting financial accuracy as a Junior Cost Accountant at EXIM INVESTMENT GROUP.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
HOTEL ROYAL GOTHENBURG
06.2018 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Junior Cost Accountant
EXIM INVESTMENT GROUP
10.2013 - 05.2017
- Maintained up-to-date knowledge of accounting regulations and industry best practices, ensuring consistent application across all projects.
- Increased efficiency in budgeting process with the implementation of new software tools for tracking expenses.
- Supported the evaluation of new business opportunities by performing comprehensive cost-benefit analyses, highlighting potential risks and rewards associated with each proposal.
- Assisted senior accountants in preparing timely and accurate financial statements, ensuring compliance with accounting standards.
- Reduced financial discrepancies by conducting thorough account reconciliations and identifying areas of improvement.
- Supported month-end close activities, including journal entries and account reconciliations, resulting in timely completion of financial reporting requirements.
Education
Bachelor of Arts - Nursing
International University of Nursing (IUON)
St. Kitts, Basseterre West IndiesMaster of Science - Tourism And Hospitality Management
School of Business, Economics & Law
Gothenburg, Sweden06-2009
Bachelor of Science - Banking And Finance
IMO STATE UNIVERSITY, OWERRI
IMO STATE NIGERIA05-2001
Skills
- Verbal communication & Active listening
- Microsoft Excel, Microsoft powerpoint
- Complaint resolution & Client focused
- Customer satisfaction measurement
- Hotsoft/Nitesoft
- Multi-line phone talent
- Assertiveness & Analytical thinking
- Recordkeeping strengths
- Adaptive team player
- High-energy attitude
- New teller training
- Executive management support
Languages
Igbo, Swedish
Native language
Timeline
Customer Service Representative
HOTEL ROYAL GOTHENBURG
06.2018 - Current
Junior Cost Accountant
EXIM INVESTMENT GROUP
10.2013 - 05.2017
Bachelor of Arts - Nursing
International University of Nursing (IUON)
Master of Science - Tourism And Hospitality Management
School of Business, Economics & Law
Bachelor of Science - Banking And Finance
IMO STATE UNIVERSITY, OWERRI
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