Customer Service Internal Control

DANIEL QUARTEY

Tel: 240-***-****

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JOB TITLE: ASSISTANT GENERAL MANAGER

PROFESSIONAL PROFILE

Commitment to high control and audit performance standards

Proven evaluating and analyzing skills

Excellent interpersonal and communication abilities

Cooperative and flexible team player; equally effective working independently

Good Computer and typing skills

EDUCATIONAL QUALIFICATION

LLB Mountcrest University College 2012 – 2015

EMBA University of Ghana (Human Resource Management) 2003 – 2004

BA (Comb Hons) University of Ghana 2012 - 2015

PROFESSIONAL HISTORY

TRAINER

Envirotest (Vehicle Emissions Inspection Program) 07/2020 - Date

Train newly engaged inspectors on how to test vehicles

Train Customer Service Representatives

Act as Station Manager as and when assigned to do so

Act as Customer Service Representative when assigned to do so

Any other responsibility assigned to me.

CUSTOMER SERVICE REPRESENTATIVE 10/2019 – 07/2020

Envirotest (Vehicle Emissions Inspection Program)

Explain waiver procedures to customers.

Review applications for waivers

Perform waiver inspections and grant or deny waivers according to MVA

Regulations

Assist motorists with extension requests. Issue extensions in

accordance with state guidelines

Perform other duties as assigned by Station Manager

LANE INSPECTOR 10/2018 - 072019

Envirotest (Vehicle Emissions Inspection Program)

Follow specific test procedures to conduct emissions test

on vehicles

Collect test fees and reconcile cash drawer with Supervisor

at the end of each shift

Direct customers in and out of facility

Spherion Staffing LLC 07/2018 – To Date

Various temporary/part time jobs

Mail Room Clerk 09/2015 – 12/2015

Resource MFG/RR Donnelly

Sorting and mailing letters/bills to various customers within specified

period.

GENERAL MANAGER, 2013 – 2015

Triple A Security Printing Press

Restructured and developed a more effective Human Resource and

Administrative system in the organization.

HEAD, INTERNAL CONTROL 2009 – 2013

Union Savings and Loans Limited

Ensured the completion and early submission of Internal Control

reports to the Board of Directors for discussion and implementation

of our recommendations.

Conduct follow ups on outstanding issues during Audit and report on current position to Audit Sub-Committee of the Board

Conduct investigations and frauds that have occurred in the Bank

Prepared all the manuals for Union Savings and Loans with the

exception of the Accounting and Credit Manuals

Designed a template that was used to successfully monitor and

control banking operations in addition to the Internal Control Manual

to reduce fraud in the bank.

Ensure the day to day running of the Department

MANAGER, INTERNAL CONTROL (BANKING OPERATIONS) 2007 – 2009

Women’s World Banking Ghana

Ensured the completion and early submission of Internal Control

reports to the Board of Directors for discussion and implementation

of our recommendations.

Developed the Operations Manual for the Bank

Visiting Branches to ensure they comply with Operational procedures and processes

Collate and review branch monthly returns to present report on the performance of the branches to Management

Visiting branches to conduct snap checks to ensure that they are complying to processes and procedures and that the systems are working effectively

Designed a template that was used to successfully monitor and

control banking operations in addition to the Internal Control Manual to

reduce fraud in the bank.

Any other assignment presented to me by the General Manager/Operations & Administration

MANAGER, INTERNAL CONTROL 2005 – 2007

Prudential Bank Limited

Conduct routine audit in the bank’s branches and departments

Conduct investigations and frauds and other assignments given to me

by my Head of Department

Ensured the completion and early submission of Internal Control

reports to the head of department.

Represented my Department on the Procurement Committee of the Bank.

TRAINING MANAGER 2004 - 2005

Ultimate Strategic Information Systems Consult

Planning and managing all training programmes

Trained users of the Human Resource Software.

MERCHANT BANK (GHANA) LIMITED 1989 – 2004

Internal Control 2002 – 2004

Reviewed reports compiled on monthly returns submitted to the

Department by the branches and other departments

Conduct follow ups on outstanding issued during Audit and report

On their current position to the Audit Sub-Committee of the Board

Conduct investigations on frauds and any other assignments given

To me by the Head of Department

Clear letters of credit for the Export Department

Ensured the completion and early submission of Internal Control

reports to the Board of Directors for discussion and implementation

of our recommendations.

Represented the Head of Department on the Audit Sub-Committee

Of the Board in his absence

Branch Manager (Takoradi Branch) 2000 – 2002

Effectively managed all Branch Operations and Credit and Marketing

Coordinated a market storm to create a customer base for the branch

Together with the Marketing Officer, mobilized deposits for the branch

Resolved customer complaints to their satisfaction

Established media contacts to obtain free publicity for our services and products

Motivated staff positively to successfully achieve branch targets.

Loans advances and Loan Recoveries

Head, Paloma Representative Office 1998 – 2000

Management of both Domestic and International banking operations

Management of loan advances and loan recoveries

Handled all customer complaints to their satisfaction

Introduced new performance appraisal techniques to make staff have

faith in the performance appraisal system.

Head, Customer Service 1997 - 1998

Established the Customer Service Department and developed a manual

to train all employees of Merchant Bank in customer service

Initiated the formation of a Customer Action Team that evaluated

customer complaints weekly and designed appropriate solutions for

the complaints and formulated effective and efficient strategies

to meet customer expectations.

Ensured timely handling of all customer complaints thereby maintaining a

Good Corporate Image of the Bank

Initiated a more effective mailing system to the Secretary/Clerk who handled all

Correspondence of the Department

Brought awareness to staff that corporate grooming is important in building a good

Corporate image of the Bank

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