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Customer Service Manager

Location:
Accra, Greater Accra Region, Ghana
Posted:
March 27, 2019

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Resume:

B***/**, Gbawe Tawia Street. P O BOX, ***** - Accra

Ph: 024-******* ac8xb0@r.postjobfree.com

Personal Details

Date of Birth: 19th July, 1987

Sex: Female

Objective

I desire to undertake a career in an organization where my interpersonal and relationship development skills can be utilized in a challenging environment to gain invaluable professional experience that will enhance my career development whilst contributing to the goals and growth of the organization.

Education

REGENT UNIVERSITY COLLEGE OF SCIENCE & TECHNOLOGY

BSc Management with Computing Oct 2018 - Jun 2022

Major Courses Taken

Communication Skills, Quantitative Techniques, Logic & Reasoning, Information Technology, French.

GHANA INSTITUTE OF ACCOUNTANCY TRAINING

DBS Business Studies May 2008 - Sept 2010

Major Courses Taken

Accounting, Economics, Business Management Law, Business Communication, Office Practice.

LABONE SENIOR SECONDARY SCHOOL

General Arts Jan 2002 - Sept 2005

Major Courses Taken

French, Geography, Economics, Christian Religious Studies, English Literature, Mathematics, Integrated Science, Social Studies.

Work experience

MIDLAND SAVINGS & LOANS LTD - KASOA

Operations Officer July 2017 - Present

Implement control mechanism that ensures operations in the Branch are in accordance with basic operational risk principles, and department manuals to achieve branch targets.

Centrally manage the Teller Services and the operations function of the Customer Services along with the automated service delivery channels i.e. ATMs, ezwich cards, sms banking etc

Authorize and approve daily transactions for deposits and withdrawals and other services

Roll out new policies and guidelines relating to operations to both Branch Operations and Branch Sales team and monitor implementation and compliance

Keep operating expenses and headcount of the section under control and within the agreed budget level.

Maintain an optimal size of cash in vault at the end of each banking day with the view to minimize costs as it relates to overnight cash holding limit.

Ensure that the Branch is run as an efficient processing area by tracking ratios such as volume/productivity and identifying areas where improvements can be made.

Comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to Branch Manager and Risk Manager

MIDLAND SAVINGS & LOANS LTD - KASOA

Customer Service Officer March 2013 June 2017

Implemented initiatives to consistently maintain customer service satisfaction level of over 90% in the Banks monthly customer satisfaction survey for the financial year 2014.

Identifying customer needs, referring them to appropriate banking services and officers.

Responsible for resolving customer complaints in accordance with company s guidelines and policies.

Selling of company s products and services to customers, promote, up and cross selling of bank products and services

Responding to customers enquiries about account balances, transaction details, loan applications, products and services, fees and charges etc

Opening and processing of new accounts, updating of customers accounts information.

Performing clerical duties such as filing of documents, scanning and linking of photos to accounts

Processing MTN, Airtel and Tigo Cash Money Transfers and E-zwich Transactions

Performing KYC and CDD checks during accounts opening for prospective customers.

WINIGOL FASHIONS - TRADE FAIR

Receptionist Feb - Nov 2012

Helped to increase customer base by over 70% through innovative customer service initiatives and practices.

Receiving calls from clients and scheduling appointments

Entry of client fashion request list to be worked on by fashion designers.

Issuing of receipts to clients for amounts paid.

Other customer service and administrative activities.

ZIGG MEDIA - ACCRA

Marketing and Sales Executive Feb - Dec 2008

Helped to increase corporate client base by 65% through innovative customer service initiatives and practices.

Market segmentation to identify possible partners and organizations that are relevant and to achieve our goals.

Managing database of company contacts & coordinating company meetings.

Identifying unique selling propositions and capitalizing on them to raise and service clients.

Public Relations responsibilities.

Training

TRAINING ( Midland savings and loans ltd ) DATE

Customer service & Relationship Mgt 13TH -15TH Dec., 2013

Know Your Customer & Customer Due Diligence 12th - 14th Sept., 2013

Selling & Marketing Skills 3rd 6th June, 2014

Money Gram Training 2nd 5th June, 2015

Core Banking Training 7th -9th Sept, 2016

Ezwich & E Money Services Training 13th 15th June 2016

Computer Literacy

Microsoft Office (Word, Access, Excel, PowerPoint, )

Proficient the use of internet.

Proficient with banking software: strat.Os X50 and MITS Bank

Hobbies

Traveling

Hanging out with friends

Singing

Reading

Highlight of Skills

Customer Service relations, good interpersonal skills,

Communication skills, Sales, Marketing, Problem solving skills.

References:

Isaac Amonoo Eric Acheampong

Operations Manager Branch Manager

Midland Savings & Loans Ltd Midland Savings & Loans Ltd

Contact: 030*-***-***, 024******* Contact: 030*-***-***, 050*******

Email: ac8xb0@r.postjobfree.com Email: ac8xb0@r.postjobfree.com



Contact this candidate