DELADEM ADJOVI
Accra
Summary
Dedicated and ambitious individual providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Strong desire to take on new challenges and quickly mastering new skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Experience Team Lead
First National Bank Gh
Accra
02.2022 - Current
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Organized regular meetings with all stakeholders to ensure clear communication between departments.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Provided support to junior staff during peak periods of workloads.
- Motivated staff through positive reinforcement techniques.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Ensure smooth, efficient and timely delivery of service to customers, maintaining and monitoring Service Level Agreements.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Organized client meetings to provide clarity or updates on requests and enquries.
Client Service Consultant
GHL Bank (First National Bank Gh)
Accra
03.2018 - 02.2022
- Ensured customer satisfaction by promptly responding to inquiries and requests.
- Developed and maintained relationships with clients through regular communication.
- Collaborated with other departments and stakeholders to ensure smooth operations and engage customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer mortgage related questions.
- Provide reconciliation on Mortgage statements and clarity to clients
- Ensure smooth Mortgage account closure process and facilitate release of Title documents
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conferred with customers by telephone or in person to provide information about their mortgage account
- Reached out to customers after disbursements and introduce the team to them through a congratulatory letter.
Client Relations
Ghana Home Loans
Accra
11.2016 - 03.2018
- Maintained accurate records of client interactions and transactions.
- Resolved complex issues between customers and internal teams in a timely manner.
- Present issues to the Credit committee for deliberation and decision.
- Conducted regular meetings with clients to discuss their current requirements.
- Built customer confidence by actively listening to needs and concerns and providing appropriate solutions.
- Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction.
- Counseled clients Mortgage restructure and Moratorium concerns.
- Drove customer escalations to resolution by engaging directly with clients.
Administrative Assistant
Korle-Bu Teaching Hospital (National Service)
Accra
08.2015 - 07.2016
- Provided administrative support to the Administrator, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained office and supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Assisted with the planning of special events and Strategic Sessions by arranging catering services and securing venues.
Education
Information Security Awareness
First National Bank (Corporate Training)05-2024
Team Leadership Skills Masterclass
First National Bank (Udemy)04-2024
MBA - Management Information Systems (MIS)
University of Ghana
Accra -Ghana01-2024
Ethics And Professionalism
First National Bank ( Corporate Training)03-2022
Customer Service Mastery : Delight Every Customer
First National Bank (Corporate Training) 01-2022
BBA - Management Studies (First Class Honors)
Methodist University College (University of Ghana)
Accra - Ghana07-2015
Relationship And Portfolio Mgt
Ghana Banking College (Corporate Training)Effective Communication Capacity Buidling
First National Bank (Corporat Training)Data Protection Awareness
First National Bank (Corporate Training)Skills
- MS Office
- Customer Experience Management
- Project Management
- Team Building and Leadership
- Customer Service
- Training And Development
- Verbal and Written Communication
- Documentation and Reporting
- Problem Solving
- Process Improvement
- Portfolio Management
Certification
- Certified Project Manager , PMI USA
December 2021 to Date
Timeline
Client Experience Team Lead
First National Bank Gh
02.2022 - Current
Client Service Consultant
GHL Bank (First National Bank Gh)
03.2018 - 02.2022
Client Relations
Ghana Home Loans
11.2016 - 03.2018
Administrative Assistant
Korle-Bu Teaching Hospital (National Service)
08.2015 - 07.2016
Information Security Awareness
Team Leadership Skills Masterclass
MBA - Management Information Systems (MIS)
University of Ghana
Ethics And Professionalism
Customer Service Mastery : Delight Every Customer
BBA - Management Studies (First Class Honors)
Methodist University College (University of Ghana)
Relationship And Portfolio Mgt
Effective Communication Capacity Buidling
Data Protection Awareness
- Certified Project Manager , PMI USA
December 2021 to Date
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