Customer Service General Ledger

PROFILE SUMMARY

Experienced banking professional with over 5 years of expertise in retail banking and customer service. Holds a Bachelor of Business Administration in Accounting and an MBA in Finance. Skilled in cash reconciliation, general ledger management, and delivering exceptional customer service. Demonstrates strong teamwork, coaching, and transaction processing capabilities. Adept at identifying customer needs and promoting financial products, consistently driving operational excellence and customer satisfaction. Recognized for achieving measurable results, including a branch Customer Care award in January 2020. KEY COMPETENCE

SAMUEL DONKOH

P O BOX LG 39 LEGON - ACCRA +233********* ***************@*****.*** WORK EXPERIENCE

Teller

Agricultural Development Bank (Kumasi Market Branch) January 2019 – December 2021 Processed daily transactions with accuracy, including cash deposits, cheque withdrawals, and other banking products, maintaining 99% error-free operations.

Monitored and balanced branch General Ledger accounts, resolving reconciliation issues and ensuring smooth operational flow.

Consistently delivered exceptional customer service with a positive attitude, earning recognition for enhancing the overall client experience.

Increased product penetration by identifying customer needs and successfully cross-selling financial services, contributing to a 15% rise in branch revenue.

Proficient in transaction processing and customer

service excellence.

Skilled in balancing general ledger accounts and

resolving reconciliation issues.

Competent in cash reconciliation and controlling

activities.

Proficient in identifying customer financial needs and cross-selling bank products.

Skilled in managing high-paced environments with

accuracy and efficiency.

Competent in maintaining customer confidentiality

and privacy standards.

Proficient in fostering team spirit and contributing to positive work environments.

Skilled in educating clients on financial products and services for informed decision-making.

National Service Personnel

Agricultural Development Bank September 2017 – August 2018 Streamlined the resolution of client account inquiries, enhancing operational efficiency and achieving a 15% reduction in complaint resolution time.

Promoted financial products and services through targeted communication, driving a 20% growth in service uptake among clients.

Ensured strict adherence to risk-related policies and procedures, significantly minimizing operational risks and errors. Facilitated accurate and timely processing of transactions, maintaining high service quality standards. Agricultural Development Bank (Kumasi Market Branch) 2022 - Present

Credit Officer : Evaluated and approved loan applications with a 97% accuracy rate, structured debt repayment plans, and drove a 20% increase in the sale of financial products by cross-selling and maintaining full KYC compliance.

ATM Custodian : Ensured 100% ATM uptime by maintaining cash flow, managing the cash replenishment register, and addressing shortages and overages promptly. Branch IT Support : Reduced IT downtime by 30% through efficient technical support, system monitoring, hardware/software configuration, and escalation of complex issues. Delivered exceptional service across multiple roles, enhancing customer satisfaction and operational efficiency. Internship

Agona Swedru Municipal Assembly, Revenue Department 2015 Spearheaded revenue collection strategies, improving compliance rates by 30% and increasing municipal revenue streams.

Acted as the first point of contact for revenue-related inquiries, providing accurate guidance to commercial vehicle operators.

Processed and issued car embodiment permits, reducing administrative delays and improving service efficiency. Ensured accurate documentation of revenue collected, maintaining transparency and accountability in municipal operations.

EDUCATIONAL QUALIFICATION

Master of Business Administration, Finance Kwame Nkrumah University of Science and Technology

(KNUST) 2020 – 2022

Institute of Charted Accountant-Ghana (ICAG) Level Two Bachelor of Business Administration, Accounting University of Education, Winneba 2013 – 2017 West African Senior Secondary Certificate Examination (WASSCE) Swedru School of Business 2008 – 2012

Internship

Agona Swedru Municipal Assembly, Accounts Department 2016 Assisted in client account inquiries by providing timely and accurate financial information, boosting overall client satisfaction.

Conducted stock-taking activities with precision, ensuring accountability and effective management of financial resources.

Supported the collection and reconciliation of bills, streamlining the documentation process for greater efficiency. Managed the filing and issuance of National Health Insurance Scheme (NHIS) forms, ensuring timely access to services for clients.

AWARDS AND CERTIFICATES

Chafas institute of professional studies 2024

Award in Best branch customer care – April, 2019

Certified GOG Third Party Reference System member – February, 2022 Certified secure computer user V2 – June, 2021

Certificate in Folklift operator

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