Client Service Financial Services

Kwabena Adjei

*** ******* ****** ****, **** Windsor NJ 08520

Email: ****.*****@*****.*** Phone: 973-***-****

Team-oriented, highly-motivated, and goal-oriented professional with 10+ years of experience in banking and financial sector and providing client service – gaining a broad level of experience across a wide range of financial services disciplines as well as expertise in AML/KYC policies, mortgage, collections/risk management, and team leadership. Experience in compiling and analyzing financial information, identifying market trends and developments in competitive environments, and presenting findings to senior management. Strong knowledge of the industry best practices. Create and analyze monthly and annual reports while ensuring financial information is recorded accurately. Strengths include leadership, performance excellence, and attention to detail.

EXPERIENCE

Cenlar Federal Savings Bank, Ewing, NJ 2016-present

Web Team Experience Manager

Led the daily operations of the LiveChat/Web Team with 75+FTE in two states; responsible for the resolution of an average of 1500 emails and over 3000+ customer service chats daily from the company website, which led to savings due to reduction in Average Handle Time.

Created customer friendly templates to solve customer inquiries and store content out of AWS Connect to Oracle Service Cloud (OSvC) knowledgebase into Zendesk including multi-brand libraries, creating each library structure, training, and assigning content to rebuild in Zendesk, creating templates using metadata and taxonomy structures, workflow definitions, and approval process.

Managed project budgets, resources, business analysis and timelines, consistently meeting or exceeding project milestones while using Agile methodologies, resulting in a 10% improvement in project delivery time using agreed project methodology and documentation.

Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes. Ensure steady production and quality for all staff. Develop daily, weekly, and monthly reporting to find common trends and areas of opportunity.

Bed, Bath & Beyond, Totowa, NJ 2013-2016

Business Analyst

System administrator for Oracle Service Cloud interface which included additional responsibilities such as created profiles and permissions in Oracle RightNow/Service Cloud.

Assist in the production of estimates of effort for new projects, liaising with management, and planning team members. Escalate, communicate, and take prompt remedial actions when there is slippage against the plan of project activity and make surer that testing feedback is input into the project development lifecycle, as appropriate

Report and communicate project progress regularly to relevant personnel and provide management reports, when necessary. Identify and record ongoing issues and risks and take appropriate actions to deliver mitigating results

Collaborated with the corporate headquarters and 1500 stores nationwide to devise appropriate resolution to customer escalations and vendor requests in stores. Managed performance on key metrics including, but not limited to: Quality, Customer Experience, First Contact Resolution Rate, Adherence, Shrinkage, Compliance, and Audit

Bank of America, Newark, NJ 2007-2012

Contact Center Manager, Card Services

Utilize knowledge of investor specific guidelines and loss mitigation requirements such as repayment plans, special forbearance, MHA, HAMP, and payment arrangements to resolve delinquency and bring customer accounts to current status. which resulted in a reduction of errors and an increase from 63.1% to 70% in positive customer survey responses.

Credit Trained to make judgmental lending decisions based on ability, stability and willingness to pay. Evaluated more than 30,000 new applications

Approved loan portfolio in excess of $15.5 million and maintained quality and decision accuracy scores above 98% and contacted customers by phone to develop gray areas and complicated financial situations

Progressed steadily in managing various responsibilities in contact center, managed teams of 15-25 Account Managers with a $150MM portfolio; created new accounts, balance transfers using KYC and AML/BSA regulations.

Managed sales performance, quality, policy adherence, education and customer delight for a team of sales associates

Consistently achieved projected profit objectives for loan growth, and product solutions and effectively coached associates to consistent goal achievement

AIM (Associates in Motion) Manager- responsible for associate delight in the region:

Led Associate Satisfaction Committee in planning and executing large-scale departmental events geared at recognition, building morale, increasing associate satisfaction, and the management of environmental funds and provided skill building/career development workshops to high potential associates

NYCTV, New York, NY

Web Editor (Internship) 2011- 2012

Used Dreamweaver and HTML to write and edit web content to achieve maximum usability and to maintain brand consistency of www.nyctv.com, website for the TV Station for the City of New York

Created, wrote, and edited product Web pages incorporating strategic placement of keywords and keyword phrases. Daily updates to television program schedules

Effectively consult with project managers and other stakeholders to develop and execute deliverables on or ahead of schedule in deadline-focused environment. Collaborated with stakeholders to update the Content Management System (CMS).

EDUCATION

New Jersey Institute of Technology, New Jersey - MBA- Management of Technology

Kean University, New Jersey – BSc. International Business/Political Science

Certifications

PMP- Project Management Professional

CISA- Certified Information Systems Auditor

SKILLS

Fluent in German

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