Hospitality & Tourism Management Certificate
Ensign College · through BYU-Pathway Worldwide
Operations · Customer experience
Papa Kojo Mensah
I make complex work easier to understand and use.
I’m drawn to work that feels scattered: information, customer questions and processes that are harder than they need to be. I bring those pieces together so people can understand what is happening, trust the details and take the next step. Operations and customer experience are my focus, supported by data quality, practical tools, design and clear communication.
01
Projects
These are a few things I have made to solve real problems, learn by doing and leave something useful behind.
01 RouteLabA quieter way to plan, remember and explore everyday movement.
I wanted a calmer way to think about routes and places. RouteLab brings planning and movement history into one map-first flow, without turning a simple trip into a noisy dashboard.
Explore RouteLab02 Hayalows VenturesThe venture where I bring clear brands, customer journeys and practical systems together.
Hayalows is where I explore how a business can feel clear from the first impression to the day-to-day work. I bring together brand thinking, customer journeys, operations and lightweight technology to help ideas become easier to choose, trust and run.
Visit Hayalows03 English Chat FinderA small tool that turns 200+ conversation calendars into one search.
I built this to replace a repetitive task with one clear search. It brings availability from 200+ calendars into one place, so finding a session takes less effort.
Open English Chat Finder02
Experience
Each role has taught me something different about accuracy, service and getting useful work done.
Springboard · Remote Data Entry Specialist Checking historical records against their sources and leaving a clear trail for the next person.
- I check historical records against original sources, correct incomplete or mismatched information and protect sensitive personal data.
- I record completed work, errors, corrections and revision notes in Google Sheets so the team can review and resolve issues.
- I follow detailed procedures and daily targets while keeping names, dates, relationships and sources accurate.
Absa Bank Ghana Customer Service & Sales Support Helping customers, supporting financial work and making treasury-bill quotations faster in Excel.
- I processed and reviewed 50+ customer and account requests on busy days while following banking controls.
- I built an Excel tool that made treasury-bill quotations faster and reduced manual calculation errors.
- I supported 125+ youth accounts in a campaign and a GHS 1 million wholesale investment placement through tracking, follow-up and careful handling of confidential data.
Iconka Designs · Independent Freelance Graphic Designer The creative work I keep alongside operations, helping people make their ideas easier to see.
- I create brand identities, social media graphics, presentations, print designs and campaign materials.
- I take work from brief to final delivery, keeping requirements, timelines, feedback, revisions and files organised.
03
Skills
These are the skills I bring together. I care about getting the details right, but also about whether the final result makes sense to the person using it.
Operations & service
- Customer support
- Banking operations
- Issue resolution
- Process documentation
- Workflow improvement
Data & tools
- Data quality
- Source verification
- Excel
- Google Sheets
- Google Workspace
- Microsoft Office
Brand & design
- Brand identity
- Graphic design
- Social media design
- Presentation design
- Adobe Creative Suite
- Canva
Working with people
- Project coordination
- Requirements gathering
- Client communication
- Feedback management
- Reporting
- Remote collaboration
04
Education
The study and training behind how I think, work and keep learning.
Selected training
Excel · Customer Experience · Digital Payments · Enterprise Risk Management
BSc Actuarial Science
Kwame Nkrumah University of Science and Technology
Social Media Marketing Certificate
Ensign College
Google Project Management Certificate
Coursera
Based in Ghana · Open to thoughtful work anywhere
Let’s make the next step clearer.
If you need someone who can understand the details, keep the human side in view and turn scattered work into a clear next step, I’d be glad to hear from you.
05
Personal
When I’m not working, music is one of the ways I reset. I keep this small Spotify corner for what I’m listening to now or what I played recently.
Listening now or recently Checking what I’m listening to… I’ll show the track if Spotify has something recent to share. checking
If there is something recent, Spotify will show it here.