Owusu Fidelia

***** *** ******** ****, ****** Spring MD 20904 Cell: 240-***-**** Email: adybnn@r.postjobfree.com (adybnn@r.postjobfree.com)

Profile Summary

An experienced and high-performing leader with extensive technical expertise in the successful delivery of solutions based on customer and organizational needs. Over 10 years of hands-on experience in client relationships and operations management working for multinational organizations. Highly self-motivated, committed, and possess excellent communication, teamwork, negotiation, exceptional organizational and presentation skills. Detail-oriented with excellent analytical skills and proven ability to work successfully in a multicultural environment. Experience in managing and improving regional processes and practices to achieve overall goals.

CORE COMPETENCIES

Customer Services ● Risk Management

Governance -Policies and guidelines ● Information Assurance

Records Management ● Documentation and reporting

Transaction reconciliation ● Managing performance.

Team building ● Microsoft D365

PROFESSIONAL EXPERIENCE

Truist Bank – Calverton MD, USA

Financial Service Specialist -- July/2021 to March/2023

Responsible for the general operation of the branch team by supervising, supporting, and developing the team to ensure that they follow established policies and procedures.

Kept custody of the branch vault, ordered, and shipped cash, whilst ensuring that the cash flow requirements were met, and policy limits were adhered to.

Accurately processed teller transactions.

Monitored transactions to ensure that adhered to safety and security programs to mitigate fraud and robbery, led the resolution of transaction errors, and responded to client inquiries.

Assessed the service effectiveness of the teller area and meetings held by management and team to develop strategies that aided in increasing service effectiveness. Ensured that all branch equipment was always operational and that the branch was open and ready to conduct business.

Performed all branch work and maintained complete and accurate branch logs.

Ensured to adhere to bank policies and procedures and effectively communicated any changes.

Created a daily sales focus using huddles, role play, contests, and motivational activities and recommended activities that would improve performance where necessary.

Onboarding on customer services, operations, integrity standards, policies and procedures, and related software.

Montgomery College -Takoma Park, MD

Student Computer Lab Assistant – August/2015 to May/2020

●Answer multi-line phones and either direct the caller to the appropriate party or handle the caller’s needs.

●Greet students upon arrival, sign them in, and obtain ID information and any other necessary data.

●Provide students with intake and new student information to add them to the system to be assigned to a computer as well as copies of our office policies and legally required documents.

●Help students with their work or a particular situation as needed.

●Assist students with computer applications when they need help and maintain hard copy student records.

CVS Pharmacy - Calverton, MD

Cashier Clerk/Sales Associate -- June/2018-2020

Confer with customers by telephone or in-person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Check to ensure that appropriate changes were made to resolve customers’ problems.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, comments, and actions taken.

Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Refer unresolved customer grievances to designated departments for further investigation.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Solicit sales of new or additional services or products.

Gold Coast Security - Accra, Ghana, West-Africa

Customer Service / Clerk – April/2004 to December/2010

Met with stakeholders to develop an understanding of financial objectives and needs. Assessed customer information and suggested appropriate product and service solutions.

Worked closely with other sales channels to develop synergistic plans. Provided a clear implementation plan and monitored performance to meet sales goals.

Led the negotiations of residential and business mortgage loans. Met with customers and prospects and developed an understanding of their financial objectives and needs; led, coaching.

Formulated agendas and coordinated sales committee meetings.

Was awarded top sales performer for June 2019, July 2019, and August 2019.

EDUCATION & SKILLS

Major: Information Management, Montgomery College, Takoma Park, Maryland.

Meridian University - Major: Business Administration,Minor: Office Administration

Certification: in Microsoft Word, Excel, and PowerPoint -NCR Computer Science Institution Ghana West-Africa

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