Customer Service Project Management

Doreen Nana Ama Yamuah

ac2ebl@r.postjobfree.com 571-***-**** 12114. Harpley Court, Charlotte, NC 28125

PROFESSIONAL SUMMARY

Over 7 years’ experience in Customer Service, Risk and Project management

Have excellent communication and interpersonal skills

Find satisfaction in meeting deadlines and delivering a project or product on time

Excel at managing multiple projects

Excellent team player

Computer skills

Proficiency in MS Word, MS Excel, MS PowerPoint, Office Outlook, Banking Software oracle and Finacle

WORK EXPERIENCE

Operational Risk Officer/Project Coordinator.

FBNBank Ghana Limited

January 2015-May 2017

Leading projects and managing cross-departmental activities

Prioritizing project initiatives and working with users on scope and delivery

Partnering with Heads of Departments for the best ideas and technologies

Creating and delivering presentations on project goals and plans

Operational Risk Officer:

Conducts risk and control assessments on a regular basis to ensure heads of department meets corporate standards.

Assigns and tracks necessary corrective actions from Governance meetings and Audit issues and follow to closure

Organizes inhouse training for employees on new Policy and Procedure Manuals and the use of risk asseszZsment tools.

Incident root cause analysis and reporting.

Performed analysis of Near Misses, specifically the assessment of inherent and residual risks surrounding the presentation of counterfeit checks

Regularly update staff on the risk environment and communicate lessons learnt on risk event

Key Risk Indicators: KRI's were defined at the process level (bottom-up) as well as at the enterprise level (top-down).

Credit Officer:

International Commercial Bank Limited

November 2008 – July 2014

Reviewing applicant’s credit profile to determine feasibility of granting loans.

Examining transactions to ensure accuracy and completeness; preparing formal reports for review

Ensuring that documents are consistent and uphold to company and industry guidelines

Implementing fraud detection techniques, performing compliance reviews

Assisting with the types of loans based on lending guidelines

Serving as a first contact to resolve difficult problems and questions

Handling escalated calls: providing work direction and training to underwriting staff on credit decisioning, department procedures and policies

Ensuring Turnaround time and consistency in delivery.

Customer Services

Zenith Bank Ghana Limited

May 2007

The role is to provide information regarding the bank’s products and services to its customers and to protect the Banks image.

Provide information to customers on their account status and account balances

Open new bank accounts according to laid down rules and guidelines

Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions

Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction

Ensure that customers’ confidential information is properly protected and only used for official purposes

Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties

Inform and suggest new banking products to customers

ATM Monitoring Intern

ECOBank Ghana Limited

February 2007

Ensure replenishing and balancing of cash at ATMs is in line with policies and procedures.

Daily monitoring of ATM cash levels ensuring sufficient cash levels are maintained at all times.

Responsible for ordering of cash for cash replenishment.

Troubleshoot and maintain ATM systems ensuring ATM uptime at all times;

Escalation to IT for any network related issues ensuring resolution in a timely manner and minimizing customer impact.

Ensure cleanliness of ATM offsites and neat display of Bank's branding and signage is maintained at all times.

Ensure any ATM differences are located in a timely manner and accurate processing of balancing / adjustment entries and related reconciliations and reporting.

EDUCATION

International Executive Masters in Business Administration in Strategic and Project Management Paris Graduate School of Management Paris, France 2012 – 2015

Bachelor of Science in Business Administration (Banking and Finance) Central University College Ghana, Accra 2003-2007

PROFESSIONAL DEVELOPMENT AND HONOURS

Operational Risk and Governance in Banking Certificate- National Banking College, March 2016

Integration team Training-FBNBank Ghana Limited, July 2014

Credit Risk Analysis participation certificate – International Commercial Bank Group, April 2011

Introduction to Credit Management– National Banking College, June 2009

MS Word/Excel/Windows Certificate-Kessben Computer Training, May 2003

Award for best process champion in FBNBank Ghana 2014

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