CYNTHIA WOOD
ACCRA
Summary
Proactive and goal-oriented professional adept in Banking Operations and fostering customer relations. Proven ability in handling multiple tasks effectively and efficiently. Recognized for taking proactive approach to identifying and addressing issues and meeting sales targets. with focus on optimizing processes and supporting team objectives. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
19
19
years of professional experience
Work History
Operations Supervisor
CalBank Plc
Independence Avenue Ridge, Accra
09.2010 - Current
- Overseeing Daily Transactions – Monitor and manage banking transactions, ensuring accuracy, efficiency, and compliance with regulations.
- Customer Service Management – Handle escalated customer issues, ensure prompt service, and maintain a high level of customer satisfaction.
- Compliance and Risk Management – Ensure that all operations comply with banking regulations, policies, and security protocols to prevent fraud and financial risks.
- Staff Supervision and Training – Guide, support, and train bank tellers and customer service representatives to maintain high performance and productivity.
- Cash Flow Management – Ensure tellers have sufficient cash for daily transactions, manage vault operations, approve cash replenishments and oversee cash balancing at the end of the day.
- System and Process Improvement – Identify inefficiencies in banking operations and suggest improvements, ensure smooth functioning of the banking software and escalate technical issues and work with IT teams to resolve system downtimes or network failures.
- Reporting and Documentation – Prepare daily reports on teller transactions, customer interactions, compliance issues, and operational performance for management review.
- ATM and Branch Security Oversight – Ensure that ATMs situated at the branch are operational, well-maintained, secure and stocked. Oversee the security of banking facilities to protect customers and employees.
Client Service Officer
CalBank Plc
Independence Avenue Ridge, Accra
02.2009 - 08.2010
- Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Collaborated with cross-functional teams to ensure seamless service delivery for clients.
- Conducted regular reviews of client accounts to identify opportunities for upselling or additional services.
Direct Sales Officer
CalBank Plc
Independence Avenue Ridge, Accra
09.2006 - 01.2009
- Contributed to the development of new sales strategies and tactics by regularly sharing insights gained from client interactions, market trends, and competitor analysis.
- Expanded client base through consistent follow-ups and maintaining a professional rapport with potential customers.
- Collaborated with team members to achieve monthly sales targets and contribute to overall company growth.
- Set and achieved company defined sales goals.
Education
Master of Arts - E-Business And Marketing Strategy
Ghana Communication Technology University
Accra10-2024
MBA - Marketing
Central University
Accra06-2009
Higher National Diploma - Purchasing And Supply
Takoradi Technical University
Takoradi07-2004
Skills
- Cash handling
- Relationship building
- Effective communication
- E-commerce strategy
- Staff supervision
- Client needs assessment
- Time management skills
- Marketing
Timeline
Operations Supervisor
CalBank Plc
09.2010 - Current
Client Service Officer
CalBank Plc
02.2009 - 08.2010
Direct Sales Officer
CalBank Plc
09.2006 - 01.2009
Master of Arts - E-Business And Marketing Strategy
Ghana Communication Technology University
MBA - Marketing
Central University
Higher National Diploma - Purchasing And Supply
Takoradi Technical University