Customer Service Operations Manager
Resume:
GLADYS DONKOR
*: ad2eh9@r.postjobfree.com (: 024*******/020*******
CAREER OBJECTIVE
To work in an environment that utilizes my knowledge and experience in banking in creating value for the institution.
PROFILE
An energetic, fast learner with excellent leadership skill and initiative. Proactive and a great team player with an ability to plan and prioritize tasks, and perform multiple functions with very little or no supervision.
Proven ability to manage and complete assignment within agreed deadlines to the highest standards and paying attention to details.
WORKING EXPERIENCE
Organization: United Bank for Africa
Position: BRANCH OPERATIONS MANAGER (relieving duties)
Ensure quality customer service delivery through the provision of efficient and effective branch operation, while ensuring conformity with the bank’s laid down procedures/processes and regulatory guidelines
Provide overall leadership/direction at the branch level and continually enhance team performance to delight customers through excellent banking hall touch point experience and manage operational risk issues that arise in daily activities at the branch level.
Ensure effective/efficient implementation of bank-wide policies with respect to branch operations
Supervise activities of operations staff to ensure timely and efficient service delivery to customers
Ensure proper documentation for all transactions and authorize transactions within approval limits. Ensure After Business Hours (ABH) is run at End of Day (EOD)
Supervise account opening process and ensure complete documentation and prompt scanning of account mandates as well as tracking/follow-up on deferred documents
Ensure that branch ATMs are functional at all times and faults are escalated and resolved in a timely manner
Provide timely and accurate reports (institutional and regulatory) on Branch Operations in prescribed formats and intervals
Ensure maintenance of appropriate confidentiality and security of customer and transactional information and safety of bank branch assets
Ensure branch CCTV functions at all times.
Liaising with cash mobilization unit to ensure branch vault limit is not exceeded.
Organization: United Bank for Africa Ghana Limited (UBA)
Position: CASH OFFICER.
Date: OCTOBER, 2013 – Till date
Duties:
Supervise and review of all teller transactions.
Ensuring that tellers balance all their records at the close of business.
Interface between the clients and operational units (customer service, business office operations, trade service, and credit department) to ensure effective and efficient service delivery.
Ensuring that cash on premises limits are not exceeded
ATM custodian.
Preparing and submitting departmental proofs to the operations manager.
Conducting frequent integrity tests and random cash count on tellers.
Ensuring strict adherence to all policies.
Organization: United Bank for Africa Ghana Limited (UBA)
Position: TELLER
Date: August 2008 - September 2013
Duties:
Receiving customers cash and cheque deposits
Checking customers balance
Processing of all the bank’s remittances
Processing withdrawals for customers
Assisting in solving customer’s complaints
Organization: united bank for Africa Ghana Limited (UBA)
Position: CUSTOMER SERVICE OFFICER (Relieve Duties)
Date: July 2010 – October 2010
Duties:
Card activation and operation maintenance
Account opening.
Intermediary between the bank and customers
Rendering good customer service at all times.
Handling customer complaints.
Receipt and vetting of card request applications
Data Entry and Processing.
Organization: United Bank for Africa Ghana Limited (UBA)
Position: FUNDS TRANSFER OFFICER (Relieve duties)
Date: November 2008
Duties:
Keying and dispatching of outward clearing cheques
Issuance of Payment Orders and Bankers Payments
Advising customers on investment decisions
Liaising with Foreign Operations on Foreign transfers
Booking and liquidation of Fixed and Call Deposits
Processing of treasury bills, booking and liquidation of temporary overdrafts
Salary processing and standing instruction management
Daily proofing of Managers Cheques /Draft account
Preparation of monthly proofs on all GL accounts of the Branch
Organization: click house Ghana limited
Position: MARKETING MANAGER
Date: September 2007
Duties:
Sourcing for clients to run averts with the company,
Writing of television, radio and signage advertisements
Conducting presentations
Running promotions for companies
Handling of accounting records.
Organization: Tanink Ghana limited
Position: MARKETING EXECUTIVE (national service)
Date: September 2006- August 2007
Sale of the company’s products(Cars)
conducting presentations on behalf of the company
Handling customer complaints.
Clients sourcing to purchase the company’s product.
Organization: Rana motors Ghana limited
Position: MARKETING EXECUTIVE
Date: September 2005
Duties:
sourcing for customer
Marketing the company’s product
Presentations
Offered after sales service to customers.
EDUCATION
Institution: kwame Nkrumah University of science and technology
Year: July 2014 - May 2016
Qualification: Executive Masters in Business Administration (MBA)
Institution: University of Cape Coast
Year: September 2008 – September2011
Qualification: Bachelor of Management studies
Institution: Accra polytechnic
Year: June 2003 - June 2006
Qualification H N D (MARKETING)
Institution: Christian Methodist Secondary School
Year: June 1999-June 2001
Qualification: S S C E.
TRAINING & DEVELOPMENT
Fundamental Core Banking Training - Knowledge Capital, Nigeria
International Trade Finance - UBA internal training
Credit Policy Training - UBA internal training
Seminar on E-business - UBA internal training
Excellent Customer service -U B A internal training
Customer service -charted institute of marketing.
Effective Performance Evaluation - UBA Internal Training
Skills for Service Excellence - UBA Internal Training
Networking for Business Performance - UBA Internal Training
Developing Interpersonal skills -UBA Internal Training
Strategies to win back Inactive/dormant Account - UBA Internal Training
Relationship Management (Building Profitable Customer Relationship UBA Internal Training
Sharpening Problem Solving and Decision making Skills-UBA Internal Training
INTEREST
Playing Basketball, dancing, reading
Singing
SKILLS
Computer Literacy: Microsoft Office and Banking software (Finacle)
Languages: Fluent in spoken and written English. Ga, krobo, ewe and Twi.
Qualities:
Honest
Excellent team player
Ability to work under minimum/ no supervision
Good communication skills
Strong interpersonal skills
Resilient
Personal data
Nationality Ghanaian
Birth date: 24th August, 1983
Religion Christian
Marital status: Married.
REFERENCES
1. Felix Ugbebor
Chief Operating Officer
United bank for Africa Ghana Limited, Accra
2. Prof. Stephen Kyeremateng
Lecturer
Kwame Nkrumah University of Science and Technology
Kumasi
024*******/020140114
3. Rev. Emmanuel Kofi Tawiah Ayanful
Head pastor
Latter Glory Prayer and Intercessory Ministry Church
Tema
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