Joana Afriyie Darkwah

Increased deposit growth by 60% in year 1 through effective cross-selling and upselling of products to existing customers.

• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
• Strengthened customer relationships by providing personalized service and understanding individual needs.
• Resolved customer issues promptly, resulting in improved loyalty and satisfaction rates.
• Managed high-value accounts, ensuring satisfaction and retention while driving growth opportunities.
• Developed strong rapport with clients by consistently delivering exceptional service and support throughout entire retail experience.

• Vetted and processed personal loans for Western and Central Sales team in accordance to laid down processes and procedures to achieve set targets
• Have processed personal loans of 162 with total value of GHS 14.3 million for half year of 2021 with minimal errors of 7.41% and within agreed stipulated timelines
• Referred prospective clients to sales executive to cross-sell bank's products to them
• Responsible for collating and reporting data on bank products sold by Direct Sales Executives per KPI's assigned
• Facilitated processing of customer requests such as transfers, cheque books, visa debit card as well escalating complaints from customers and sales executives to appropriate departments for resolutions

Key achievements in this role have been

• Ability to close sale of 20 bancassurance policies with value of GHS 30,000
• Accounts opened for 2021 as at June was 34 with average deposit of GHS 120,000 and 50 accounts with average value of GHS 98,000 in 2020.
• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Responded to customer calls and emails to answer questions about products and services.

• Championed sale of Bank's digital products especially Mobile app and USSD to provide convenience of banking on phones to enable smooth performance of transactions with ease and convenience
• Worked on existing base of 1,300 clients with minimum conversion of 75% in which target was exceeded by 110% during period
• This was done through constant aggressive engagement with clients and assistance in signing up
• Provided leads on account opening for customers to increase bank's deposit
• Contributed about 32 new clients with deposit value of GHS 300,000 over period
• Assisted in cross-selling of other Bank products (Bancassurance, investment products and credit facilities) to prospective clients and relieved Customer Service - Enquiries Desk in executing customer request

• Assisted in preparing schedule to check rotation of gangs assigned for loading and offloading of cocoa beans into and from containers of shipping lines respectively
• Assisted in organization and analysis of data kept on all types, quantity and quality of beans kept at various sheds
• Assisted in issuance of Cocoa Take-over Receipt to License Buyer Companies (LBCs) to enable them make claims from COCOBOD.

• Assisted with basic enquiry work over counter such as balance check, helping customers fill out request forms, checking for correctness of and stamping received on cheques presented for clearing and cheque book and visa cards issuance.