Customer Support Specialist with 10+ Years Service Experience

GERTRUDE KOOMSON

Taifa, Accra – Ghana +233-***-***-*** **********@*****.***

Professional Summary

Results-driven and versatile professional with over 10 years of progressive experience in banking, administration, credit management, business development, and human resources. Proven success in leading teams, improving operational efficiency, and driving revenue growth within microfinance and commercial banking environments. Skilled in client relations, compliance, and process improvement, with the adaptability to excel in diverse industries such as finance, procurement, oil & gas, and NGO operations. Recognized for integrity, strategic thinking, and a hands-on leadership style that delivers measurable results.

Education

• Executive MBA (Project Management) – Ongoing, 2025 University of Ghana Business School

• BSc Administration (Human Resource Management) – 2020 Marshalls University College, Accra

• Certificate, Database Management – 2014 IPMC, Accra

• WASSCE (General Arts) – 2009 Pank Secondary School, Accra Professional Experience

Prudential Bank Limited – Taifa

Micro Cash Collection Supervisor (Nov 2024 – Present)

• Supervise and coordinate field supervisors and collectors to ensure secure and timely client cash collections.

• Review daily and monthly reports, ensuring accurate posting, reconciliation, and compliance with audit standards.

• Conduct field audits, enhance accountability, and minimize risks through strong operational controls.

• Mentor staff and implement performance systems that promote transparency, efficiency, and teamwork.

• Prepare operational reports for management decision-making. Credence Micro Credit – Akweteyman

Branch Manager (2023 – 2024)

• Increased loan portfolio by over 40% through strategic marketing and client retention initiatives.

• Led a team of loan officers, achieving 100% monthly disbursement and recovery targets.

• Oversaw credit assessments and loan monitoring, reducing default risks and improving customer satisfaction.

• Ensured compliance with audit, regulatory, and operational standards.

• Streamlined branch operations for faster loan processing and improved client service. Credence Micro Credit

Business Development Manager / Acting HR Personnel (2019 – 2022)

• Drove business expansion through client engagement, partnerships, and market research.

• Designed and facilitated staff training in credit operations and customer service.

• Implemented performance-linked incentive systems, improving staff productivity.

• Supported recruitment, onboarding, and HR policy updates to align with organizational goals. Juceda Micro Credit – Accra

Branch Manager (2018 – 2019)

• Managed loan reviews, credit approvals, and staff supervision to strengthen portfolio performance.

• Developed operational processes that improved efficiency and compliance with regulatory standards.

• Enhanced profitability through accurate financial forecasting and portfolio management. FirstXpress Micro Credit – Accra

Client Relations Officer / Administrative Assistant (2015 – 2018)

• Strengthened client relationships and improved retention by 80% through proactive service delivery.

• Supported administrative operations, inventory tracking, and documentation management.

• Resolved customer issues efficiently, maintaining excellent service standards. Filterite Company Ltd – Accra

Sales & Administrative Assistant (2012 – 2015)

• Increased company revenue through digital marketing and promotional campaigns.

• Managed asset inventory, vendor relations, and after-sales operations. Express Savings & Loans Co. Ltd – Accra

Mobile Banker (2009 – 2012)

• Exceeded sales and deposit targets by implementing strategic client acquisition methods.

• Promoted excellent customer service and resolved field challenges effectively. On-the-Job Trainings

• Cybersecurity Awareness – Bank of Ghana

• Loan Appraisal & Recovery Techniques – Dun & Bradstreet

• Negotiation to Win

• Customer Service Excellence

Key Skills

• Leadership, Team Supervision & Coaching

• Credit Analysis & Risk Assessment

• Business Development & Client Relationship Management

• HR & Performance Management

• Financial Reporting & Reconciliation

• Process Improvement & Compliance Monitoring

• Data Analysis & Microsoft Excel Proficiency

• Project & Workflow Management (Trello, Teams, Asana)

• Strong Communication & Problem-Solving Skills

Technical Proficiency

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

• Data Analysis & Reporting

• CRM & Core Banking Systems

• Cloud & File Management (Google Drive, SharePoint)

• Cybersecurity & Data Protection Awareness

Hobbies & Interests

Reading business and personal development books, Travelling and exploring new cultures, Volunteering and mentoring youth.

Languages

English, Ga, Asante Twi

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