BAABA NKETSIABA FOSU
Parkville
Summary
A dedicated, detailed, and capable professional with over five years of experience in customer service and the financial industry with in-depth knowledge in client and complaint management, adhering steady to lay down procedures and regulations. An excellent communicator, with strong persuasive, collaborative, and networking skills. Passionate about good interpersonal engagement. Exceptionally dedicated to my job to achieve high performance and exceed team expectations.
Successful account representative provided ongoing support to ensure client satisfaction. Identified market trends, understood competitive landscape and possessed excellent communication skills to explain customer options. Developed comprehensive knowledge of product lines to maximize profits while promoting customer satisfaction.
Overview
5
5
years of professional experience
Work History
Account Representative
Absa Bank
01.2018 - 06.2023
- Contacted customers to assess satisfaction and current needs.
- Processed client payments and updated accounts.
- Analyzed accounts for delinquencies and other ongoing issues.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Developed and implemented strategies to improve customer retention and loyalty.
- Interpreted financial data to identify trends and opportunities.
Customer Advisor
Absa Bank Ghana Limited- KPST Branch
10.2022 - 06.2023
- Undertook end to end cashier duties
- Handled international remittances and mobile money transactions
- Generated sales leads.
- Other Activities
- Cheque clearing and internal accounts balancing official.
- Assist in account opening, credit card and loan bookings.
- Handled the collection, population and publishing of sales figures across the region.
Customer Experience Executive
Absa Bank Ghana Limited- KPST Branch
01.2018 - 09.2022
- Managed branch merchandising and ensured the branch is ready for business daily.
- Ensured effective queue management and handled customer enquiries on the various products and services.
- Owned customer complaints and ensured they are resolved.
- Prepared weekly service report and held weekly service forums for the branch, discussing service issues with team during morning hurdles.
- Assisted customers in completion of Bank stationary, forms etc and digital channels signage.
- Handled care calls to customers to strengthen customer bond and boast sales.
- Designed activities occasionally to foster team bond.
Acting Forex Clerk
Absa Bank Ghana Limited- KPST Branch
05.2021 - 03.2022
- Handled local and international swift transfers.
- Responsible for all forex transactions and remittances.
- Handled cash advance transactions.
Education
Bachelor of Education -
University of Cape Coast
01.2014
WASSCE - undefined
OLA Girls’ Senior High School
01.2009
Skills
- Great communicator and interpersonal skills
- Networking and persuasive skills
- Great team player and excellent organizational skills
- Great work ethics and goal oriented
- Creative and great presentation skills
- A positive attitude and of high integrity
- Meticulous and open to feedback
- Diligent and upholds high quality management
- Technical Proficiencies
- Ms Word, Ms Excel, Ms Power Point and Internet User Skills
HONORS AND AWARDS
Awarded the best customer service personnel at Absa KPST Branch for May 2018, September 2018, May 2022 and August 2022., Awarded Absa SHUJAA service recognition for 2020 Q2 and 2022 Q2.
Timeline
Customer Advisor
Absa Bank Ghana Limited- KPST Branch
10.2022 - 06.2023
Acting Forex Clerk
Absa Bank Ghana Limited- KPST Branch
05.2021 - 03.2022
Account Representative
Absa Bank
01.2018 - 06.2023
Customer Experience Executive
Absa Bank Ghana Limited- KPST Branch
01.2018 - 09.2022
WASSCE - undefined
OLA Girls’ Senior High School
Bachelor of Education -
University of Cape Coast