EMMANUEL MANU OBENG OPPONG
NUNGUA
Summary
Dynamic and results-oriented professional with extensive experience in business support and client relationship management. Proven track record of building and maintaining strong client relationships, ensuring high levels of customer satisfaction and loyalty. Skilled in identifying client needs and delivering tailored solutions that drive business growth. Adept at collaborating with cross-functional teams to support operational efficiency and enhance service delivery. Committed to fostering positive client interactions and contributing to the overall success of the organization.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Business Support and Client Experience Executive
eTranzact Ghana LTD
Ridge
01.2024 - Current
- Taking responsibility for being the first point of contact with stakeholders and ensuring that a high quality of service is always delivered
- Acting as the first point of contact for clients, providing exceptional service and support to ensure a seamless experience
- Managing client inquiries, complaints and requests promptly and effectively, ensuring adherence to company standards and targets
- Having full knowledge and ability to access all services, including transactional services, to help meet the individual needs of our customers
- Collaborating with internal teams to coordinate services and resolve client issues, ensuring timely follow-up and communication
Client Relationship and Experience
eTranzact Ghana LTD
Ridge
01.2023 - 01.2024
- Reaching out to customers through technology or in person, communicating with them about the company's services, and finding out about new services they want the company to offer
- Monitoring user activities, diagnosing and troubleshooting system performance on all electronic banking services
- Assist in developing, presenting and implementing policies and procedures to help achieve business outputs per plan and strategy
- Assist in identifying and recommending solutions to client complaints
- Utilize computer technology to handle high call volumes
- Responsible for the escalation of service downtimes to designated units/departments
- Responsible for investigating and resolving or escalating all reported failed mobile banking transactions through the service desk (CRM), corporate mail and phone calls to the settlement team within agreed SLA
Client Service Executive
Fido Micro Credit
OSU
08.2023 - 10.2023
- Achieved client satisfaction rating through regular feedback and surveys
- Resolved client complaints and issues promptly and efficiently
- Identify and pursue opportunities to upsell or cross-sell relevant products or services
- Ensured timely and accurate delivery of services to clients, meeting agreed-upon deadlines and quality standards
- Maintained regular contact with clients through phone, email, and in-person meetings
- Supported colleagues in resolving client issues and achieving shared goals
Call Center Agent
United Bank for Africa
Ridge
12.2021 - 08.2023
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Adhered to company policies and scripts to consistently achieve calltime and quality standards
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered
- Ability to evaluate the needs of customers, and determine what products or services would best serve those needs
- Resolved concerns with products or services to help with retention and drive sales
Customer Service Representative
GCB BANK LTD
GHANA
10.2020 - 08.2021
- Obtained information to resolve customer inquiries
- Received inbound calls from customers, providing information regarding services or products
- Cultivated customer loyalty through exceptional service
- Assisted customers with product complaints
- Worked under strict deadlines and responded to service requests
- Issued debit cards and other e-services to customers, increasing new account openings
- Managed quality communication, customer support and product representation for each client
Education
Certificate For ALX AiCE - AI Career Essentials
ALX
ONLINE10-2024
Certificate For Virtual Assistant - Virtual Assistant
ALX
ONLINE07-2024
BSC - Business Administration: HUMAN RESOURCE MANAGEMENT
KWAME NKRUMAH UNIVESITY OF SCIENCE AND TECHNOLOGY
GHANA11.2023
Higher National Diploma - SECRETARYSHIP AND MANAGEMENT STUDIES
ACCRA TECHNICAL UNIVERSITY
ACCRA, GHANA11.2020
West African Senior School Certificate Examination (WASSCE) - GENERAL ARTS
Aggrey Memorial AME Zion Senior High School
other07.2017
Skills
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Detail orientation
- Proficiency in customer relationship management (CRM) tools and software
- Team-oriented collaboration
- Strong organizational and time management skills
- Adaptability
- Adaptation to change
- Computer proficiency
- Client relationship management
- Office software
References
- MRS. ABIGAIL BRIDGET ACQUAH, Branch Manager for GCB Bank Ltd Spintex Road Branch, +233596915557, +233244663830, spintexroadmgr@gcb.com.gh
- MRS SHIRLEY ALEXANDER, Consumer Recourse Officer & Country Team Lead Cfc, Operations for United Bank for Africa (Ghana), +233579734994, shirley.alexander@ubagroup.com
- MRS DINAH SOWATEI, Team Lead, Client Relationship & Experience, +233543672117, Dinah.Sowatei@etranzact.com.gh
- MRS JANE EFFAH ANSONG, Team Lead, Customer Support, +233548501709, effahansong@gmail.com
Affiliations
- Graphic design
- Basketball
- Drawing
Accomplishments
- Won the Global Creatives and Business Award for Clothing Brand of the Year (2025)
Certification
- Certificate for ALX AiCE - AI Career Essentials - November 5, 2024
- Certificate for Virtual Assistant – September 3, 2024
Languages
English
First Language
References
References available upon request.
Timeline
Business Support and Client Experience Executive
eTranzact Ghana LTD
01.2024 - Current
Client Service Executive
Fido Micro Credit
08.2023 - 10.2023
Client Relationship and Experience
eTranzact Ghana LTD
01.2023 - 01.2024
Call Center Agent
United Bank for Africa
12.2021 - 08.2023
Customer Service Representative
GCB BANK LTD
10.2020 - 08.2021
Certificate For ALX AiCE - AI Career Essentials
ALX
Certificate For Virtual Assistant - Virtual Assistant
ALX
BSC - Business Administration: HUMAN RESOURCE MANAGEMENT
KWAME NKRUMAH UNIVESITY OF SCIENCE AND TECHNOLOGY
Higher National Diploma - SECRETARYSHIP AND MANAGEMENT STUDIES
ACCRA TECHNICAL UNIVERSITY
West African Senior School Certificate Examination (WASSCE) - GENERAL ARTS
Aggrey Memorial AME Zion Senior High School
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