DELASE ADINYIRAH
Accra
Summary
Results-oriented and driven partner with 6.5 years providing information about services and products to customers as well as providing efficient administrative services to clients and staff alike. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills. Strong expertise in analyzing training needs, designing curriculum, and evaluating training effectiveness. Excellent interpersonal and communication skills, with a passion for fostering a culture of continuous learning and development.
Overview
14
14
years of professional experience
Work History
CUSTOMER SERVICE OFFICER
National Investment Bank Ltd
East Legon, Accra
11.2021 - 12.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers to resolve service and billing issues.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
ADMINISTRATIVE OFFICER, BOARD SECRETARIAT
National Investment Bank Ltd
Accra
10.2015 - 11.2021
- Organized the following Shareholders, Board and Management meetings; Annual General Meetings, Board of Directors' meetings, Disciplinary Committee meetings/hearings, Provident Fund Board of Trustees meetings.
- Participated in various committees to meet specialized goals.
- Liaised with various Heads of Departments and representatives of companies such as Nestlé Ghana Ltd and other government institutions including the Finance Ministry and the National Trust Holding Company Limited (NTHC).
- Attended board meetings and reviewed meeting agendas.
- Prepared and prioritized calendars and correspondence.
- Composed correspondence, reports and meeting notes.
- Coordinated appointments, meetings and conferences.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Planned staff and training meetings and scheduled conference rooms.
- Disseminated decisions of the Board of Directors to Management.
- Managed shareholders' relations by providing assistance with the Bank's share price value and supervised shareholder services contracted to National Trust Holding Company Limited (NTHC)
- Maintained confidentiality in regard to internal organizational affairs and information.
- Efficiently maintained the signatories file to the Bank and updated same periodically
- Executed tasks assigned by the Managing Director such as setting up of committee meetings
- Executed good record filing system to improve document organization and management.
CUSTOMER SERVICE OFFICER
National Investment Bank Limited
Accra
04.2015 - 10.2015
- Aided customers with needs such as: checking of accounts details, completing account opening forms, issuing of cheque books as well as ATM cards.
- Educated customers on special pricing opportunities and company offerings.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted call-in customers with questions and orders.
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Offered basic technical support for clients on wide range of company products.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
ASSISTANT OFFICER
Adentan Municipal Assembly
Accra
12.2011 - 08.2012
- Organized meetings and workshops as directed
- Answered incoming calls, processed requests and relayed messages to appropriate personnel
- Managed and completed paperwork and overall office administration operations
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Communicated proactively with supervisors, immediately explained issues and teamed on appropriate solutions.
- Attended board meetings, accurately recorded minutes and provided transcripts to relevant personnel.
- Prepared detailed written reports articulating and detailing specific facts based on eyewitness accounts.
ADMINISTRATIVE ASSISTANT
Environmental Protection Agency (EPA)
Accra
06.2011 - 08.2011
- Provided assistance to other various departments in the organization.
- Ensured that the server room is always in ideal condition in terms of temperature and neatness for proper functioning of the server.
- Helped prepare materials used by the Director of Information Systems.
- Executed record filing system to improve document organization and management.
- Inventoried and ordered supplies for office.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Maintained accurate department and customer records.
ASSISTANT OFFICER
Wahome Steel Limited
Tema
06.2008 - 08.2008
- Executed record filing system to improve document organization and management
- Updated HR database with new employee information and changes in benefits.
- Sorted and distributed incoming mail, deliveries and supplies to office staff members.
Education
MBA - Management Information Systems(MIS)
University of Ghana, Legon
Accra, Greater Accra Region05.2018
Bachelor of Science - Management With Computing– HRM Option
Regent University College of Science & Technology
Accra, Greater Accra Region04.2013
High School Diploma -
St. Peter's Senior High School
Nkwatia-Kwahu, Eastern Region05.2005
Some College (No Degree) - Appropriate Dispute Resolution(ADR) January 2014
Gamey And Gamey Institute of ADR
Accra, Greater Accra RegionSkills
- Program Design and Implementation
- Training and Development
- Inbound Call Management
- Database Management
- Communication and Relationship Building
- Budgeting and Financial Management
- Customer Service
- Program Management
- Data Entry
- Employee Development
Languages
English
First Language
French
Elementary
A2
References
- Mrs. Lynn Allotey Gadzekpo
Director
National Investment Bank Limited
P. O. Box 3726
Accra
Tel No. 0244280552
lynngaz@gmail.com
- Mr. Julius Aboagye-Quarshie
Human Resource Manager
D.B.S Industries Limited, Accra
Spintex Road
Tel No. 026714464, 0244242044
- Mr. Frank Amponsah Mensah
Vice Principal
Ghana International School, Cantonments
Tel No. 0244719945
fdamponsahmensah@gmail.com
Timeline
CUSTOMER SERVICE OFFICER
National Investment Bank Ltd
11.2021 - 12.2021
ADMINISTRATIVE OFFICER, BOARD SECRETARIAT
National Investment Bank Ltd
10.2015 - 11.2021
CUSTOMER SERVICE OFFICER
National Investment Bank Limited
04.2015 - 10.2015
ASSISTANT OFFICER
Adentan Municipal Assembly
12.2011 - 08.2012
ADMINISTRATIVE ASSISTANT
Environmental Protection Agency (EPA)
06.2011 - 08.2011
ASSISTANT OFFICER
Wahome Steel Limited
06.2008 - 08.2008
MBA - Management Information Systems(MIS)
University of Ghana, Legon
Bachelor of Science - Management With Computing– HRM Option
Regent University College of Science & Technology
High School Diploma -
St. Peter's Senior High School
Some College (No Degree) - Appropriate Dispute Resolution(ADR) January 2014
Gamey And Gamey Institute of ADR
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