Customer Service Human Resource
Resume:
VIDA ODURAA HEMANS
Staten Island, 10304
New York
Email:********@*****.***
Phone No. +1-347-***-****
Career Objective: To be part of a result-oriented, performance focused and a fast growing organization with great opportunity for self-development.
Personal Profile:
Service person, find fulfillment in putting smiles on people’s faces.
Have effective verbal and written communication skills in English.
Proactive and work well on my own as well as a good team player
Good analytical and problem solving skills
Have an excellent presentation and training skills with relevant learning aid at all levels
Have knowledge in Global Human Resource Management, Customer Service, and Process Improvements.
Educational Background/Qualifications
1. University of Liverpool Online 2013 – 2019 London, UK
MSc Global Human Resource Management
2. Central University College
B.Sc. Human Resource Mgt. Option 1998 – 2002 Accra, Ghana
3. Mfantsiman Girls Senior Secondary Sch 1994 – 1996 Accra, Ghana
Home Economics
Long Essay:
1.The role of Organizational Learning (OL) in the successful running of the Beautician Sector in Accra, Ghana.
MSc. Dissertation presented to University of Liverpool, April 2019
2.Motivation in Organizations; the perspective of workers and that of management
Case study: Ecobank Ghana, Ring Road Branch B.Sc. Project Work presented to the Human Resource Department, Central University College, Accra - Ghana – June 2002.
Employment History
Standard Chartered Bank, Ghana March 14th 2005 to October 2019
Positions Held:
1.Premier Client Services Manager - April 2016 to October 2019
Job Purpose:
To deliver first class customer service and advice to our Global Corporate Premier clients in all interactions for transactional enquires, complaints and other service related issues. As a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues. Build relationship and rapport with premier clients at the transactional and operational level
Key Responsibilities:
Primary point of contact for external Premier clients for professional advice, enquires, complaints, resolving of discrepancies and transactional errors within 24 hours
Responsible for client satisfaction with service arrangement and delivery
Provide the highest standard of customer service in response to Premier clients enquires and complaints, so as to create improved lasting relationships with our clients.
Work with internal stakeholders for service requirements, enquires and instructions
Responsible for effective service recovery process through complaint logging and handling
Continually identify opportunities to improve client efficiency through e.g. optimizing channel usage, indentifying service improvements, product solutions and cross-sell opportunities.
Visit clients at their work place
Make proactive calls to client to increase transaction volume, identify opportunities for channels and referrals for the business
Comply with applicable Money Laundering Prevention Procedures and in particular report any suspicious activity
Adhere to policies including escalation and compliance requirements and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
2.Client Services Officer - April 2014 – March 2016
To deliver customer service and advice to our FI & DOs core clients in all interactions for transactional enquires, complaints and other service related issues. As a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues. Build relationship and rapport with core clients at the transactional and operational level
Key Responsibilities:
Primary point of contact for core clients for professional advice, enquires, complaints, resolving of discrepancies and transactional errors.
Responsible for client satisfaction with service arrangement and delivery
Work with internal stakeholders for service requirements, enquires and instructions
Responsible for effective service recovery process through complaint logging and handling
Continually identify opportunities to improve client efficiency through e.g. optimizing channel usage, indentifying service improvements, product solutions and cross-sell opportunities.
Comply with applicable Money Laundering Prevention Procedures and in particular report any suspicious activity
Adhere to policies including escalation and compliance requirements and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations
3.Electronic Payment Supervisor - Nov. 2011 – March 2014
Key Responsibilities:
Process customers’ loan repayments and transfer refunds to customers’ various accounts
Issue loan refund cheques to clients
Reconciliation of the loans repayment and refund accounts.
4.Treasury Bills Officer - April 2006 – 2011
Key Responsibilities:
I process and mange customers’ Treasury bills investments
Process client’s investments rediscount request
Ensures investment advises are ready to be mailed to clients.
Help in the auction process
Validate application forms
5. Reconciliation Staff / Validation Assistant - March 2005 to March 2006
Reconciling Bankers Payment and Cashiers Orders Accounts
Validate cheques and vouchers
Major Achievement
My team and I were able to help SCB recover millions of cedis which were lost to customers.
My team and I were able to identify a process improvement for the bank. A new statements request form was designed by us to enable corporate clients to select the frequency of their statements request.
The Coca-Cola Bottling Company of Ghana Ltd - Jan. 2003 to Feb. 2004
Position Held: Special Events Assistant (National Service)
Key Responsibilities:
Customer care
Preparation of weekly and monthly sales report for my department.
Telephone Selling – order generation from hotels, restaurants, gas stations, supermarkets and at work canteens.
Assist in invoicing
Assist in settling deposit to customers
Assist in completing special event application forms for event owners for weddings, parties, conferences etc
Assist the special account / event manager in secretarial duties, e.g. Typing of memo / letters, reports, sales statistics, filing and general upkeep of the office.
Major Achievement: Designed special events application forms for my section, which helped in record keeping and easy access of information on customers.
Cocoa Processing Company Limited April 2002 – Dec. 2002
Position Held: Personnel Officer’s Assistant
Key Responsibilities:
Process students’ attachment letters
Conduct induction training for students on attachment
Compiles monthly report on staffing position
Process staff performance appraisal forms
Short list applications for interview
Handles correspondence on personnel issues
Process documents relating to employee compensation
Major Achievement: Introduced ID cards for students on attachment with expiry date. Which I designed with the help of a computer and a scanner. By this we were able to cut down the number of students who come for attachment and does not want to live.
Computer skills: -Proficient with MS Word, MS Excel, MS PowerPoint
-Very good at typing
Special Abilities: I am a fast learner, Self-motivator, A team player, have good interpersonal relations, work with less supervision, Initiator and Creative
Hobbies: Reading, Playing of Scrabbles and Cooking.
Referees:
Will be given upon request
Contact this candidate