Andrew Obiri Mante
Adenta
Summary
Dynamic Service Quality Assurance Officer with a proven track record at Consolidated Bank Ghana, excelling in voice quality evaluation and customer empathy. Enhanced customer satisfaction through effective complaint resolution and service process improvements, leveraging critical thinking and strong communication skills to drive operational excellence and support banking teams in achieving compliance and efficiency. Highly knowledgeable Quality Assurance Officer with background in maintaining and elevating company standards through rigorous product testing and documentation. Strong familiarity in implementing quality control measures, conducting audits, and identifying process improvements for enhanced efficiency. Equipped with analytical skills, problem-solving abilities, and keen attention to detail which resulted in improved product quality in previous roles.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Quality Assurance Officer
Consolidated Bank Ghana
Accra
09.2023 - Current
- Audited contact center interactions to ensure compliance with service and regulatory standards.
- Collaborated with banking teams to resolve systemic issues affecting customer experience.
- Designed call scripts and coached officers on tone, accuracy, and customer empathy.
- Supported campaign monitoring and analyzed data for trend reporting, aiding in management decisions.
Contact Centre Officer
Consolidated Bank Ghana
Accra
06.2022 - 08.2023
- Responded to customer inquiries via multiple channels, ensuring accurate and timely resolution.
- Promoted bank products and services through tailored client interactions.
- Maintained CRM records and assisted in streamlining service workflows.
Customer Service Representative
Telecel Ghana
Accra
02.2022 - 05.2022
- Resolved 50+ daily inquiries related to telecom services, billing, and network issues.
- Achieved 90%+ first-call resolution by troubleshooting and leveraging CRM tools.
- Increased customer satisfaction by 15% through empathetic engagement and education.
Business Banking Assistant
Standard Chartered Bank Ghana
Accra
10.2019 - 07.2020
- Assisted with client data analysis, account documentation, and SME banking support.
- Liaised with customers and internal teams to ensure service efficiency and compliance.
Education
MBA - Operations and Management Information Systems
University of Ghana Business School
Legon08-2025
Bachelor of Arts - Psychology
University Of Ghana
Legon- Accra06-2019
High School Diploma - Business
Presbyterian Boys’ Secondary School
Legon01.2015
Skills
- Client onboarding and document verification
- Customer Due Diligence (CDD) awareness
- Exposure to SME and business banking clients
- Experience supporting banking operations and CRM updates
- Complaint handling and resolution tracking
- Voice quality evaluation and feedback delivery
- Service process improvement and documentation
- Clear and professional communication
- Cross-cultural collaboration and adaptability
- Active listening and empathy
- Stakeholder coordination and teamwork
- Critical thinking and discretion
- CRM Software (Banking and Telecom)
- Microsoft Office Suite
- Avaya Telephony & QRC Management Systems
Certification
Service Management Systems (SMS) ISO 20000, 07/2024
Volunteer Experience
- Program Coordinator & Host, Adom Partnership International, 01/2016, 12/2022, Led volunteer groups from UCLA and USC during humanitarian trips, coordinating logistics and activities., Improved educational access for over 100 students through infrastructure and outreach efforts.
- Volunteer, Street Children Empowerment Foundation, 09/2020, 12/2020, Conducted community assessments and compiled data for effective aid distribution., Strengthened NGO engagement through local partnerships and reporting.
Core Competencies
Client onboarding and document verification, Customer Due Diligence (CDD) awareness, Exposure to SME and business banking clients, Experience supporting banking operations and CRM updates, Complaint handling and resolution tracking, Voice quality evaluation and feedback delivery, Service process improvement and documentation, Clear and professional communication, Cross-cultural collaboration and adaptability, Active listening and empathy, Stakeholder coordination and teamwork, Critical thinking and discretion, CRM Software (Banking and Telecom), Microsoft Office Suite, Avaya Telephony & QRC Management Systems
Timeline
Service Quality Assurance Officer
Consolidated Bank Ghana
09.2023 - Current
Contact Centre Officer
Consolidated Bank Ghana
06.2022 - 08.2023
Customer Service Representative
Telecel Ghana
02.2022 - 05.2022
Business Banking Assistant
Standard Chartered Bank Ghana
10.2019 - 07.2020
MBA - Operations and Management Information Systems
University of Ghana Business School
Bachelor of Arts - Psychology
University Of Ghana
High School Diploma - Business
Presbyterian Boys’ Secondary School
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