Etornam Yaa Mompi
Accra
Summary
I am a determined and career-focused young woman.
My professional goal is to work for a challenging and inspiring organization that encourages professional growth and advancement.
Adept at fostering robust client relationships and delivering exceptional customer service.
My skills in effective communication and organizational prowess have consistently enhanced client satisfaction and operational efficiency. Leveraging interpersonal skills and a detail-oriented approach, I excel in dynamic team environments, driving service excellence and compliance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Relationship Manager
GCB Bank Plc
01.2024 - Current
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Managing and growing a portfolio of clients, ensuring their financial objectives align with the bank's offerings.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Collaboration with Internal Teams: Liaising with different departments within the bank, such as credit, operations, and legal, to facilitate smooth client transactions.
- Promoting and cross-selling various banking products and services to existing clients.
- Compliance: ensuring that all client interactions and transactions comply with banking regulations and policies
CORPORATE SERVICE OFFICER
GCB Bank Plc
02.2017 - 12.2023
- As Corporate Services Officer, i was responsible for supporting the Sales and Relationship Management Teams by providing excellent
customer service to corporate clients. - Serve as the focal point for receiving and resolving, within agreed authority, all service issues resulting from process/service delivery disconnect and escalate when appropriate.
- Summarise any additional actions required, including following up to ensure total resolution.
- Maintain a database of customer complaints/service issues, how they were resolved showing clear resolution time lines.
- Proactively manage client satisfaction levels though scorecards, MIS reports and STP reviews.
- Proactively solicit customers’ feedback and hold periodic roundtable reviews for service improvement.
- Identify cross-sell opportunities during customer interaction and refer leads to Sales or Relationship Managers.
- Deliver personalised service to customers on various banking products, accounts, and services enquiries in an effective and efficient manner.
- Facilitate the client on-boarding process by providing implementation support for completion of documents, circulation of team contact details etc.
- Ensure that corporate customers are provided with the highest level of service in order to deepen account relationships and enhance the Bank’s reputation.
Customer Service Officer
Spearhead Networks
09.2016 - 01.2017
- Respond promptly to customer inquiries, offering information about the company's products and services.
- Address questions related to software, hardware, and other IT solutions.
- Troubleshoot and efficiently resolve customer issues, technical problems, or challenges.
- Collaborate closely with technical support teams to ensure the timely resolution of issues.
- Process customer orders, renewals, and upgrades promptly and accurately.
- Provide assistance with billing and respond to invoicing inquiries. Maintain precise records of customer interactions, transactions, and inquiries.
- Document troubleshooting steps and solutions for future reference. Gather feedback from customers regarding their experiences with the company's products and services.
- Share pertinent feedback with internal teams for ongoing improvement efforts.
Front Desk Executive
Allure Africa
08.2015 - 08.2016
- Assisted guests with reservation modifications, cancellations, and special requests.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Conducted regular inventory audits of office supplies, maintaining stock levels as needed.
- Provide a positive and friendly first impression.
- Schedule and manage spa appointments for clients.
- Coordinate with therapists and staff to ensure smooth scheduling. Answer phone calls and respond to emails promptly and professionally.
- Provide information about spa services, packages, and pricing. Efficiently handle client check-ins and check-outs.
- Maintain accurate client records and information.
- Update client profiles with preferences, special requests, and contact details
- Address client inquiries and provide information about spa services. Assist clients with any questions or concerns they may have. Promote and sell spa products, skincare items, or other retail offerings. Provide product information and recommendations.
Marketing Chiropractic Officer
Chiropractic and Wellness Center
03.2015 - 07.2015
- Perform front desk duties, including welcoming and assisting customers at the center, handling phone calls and patient inquiries, scheduling and rescheduling patient appointments, and compiling daily data.
- Execute marketing initiatives, both internally and externally.
- Aid in the development and execution of annual marketing calendars. Perform scans, report findings, and conduct re-scans.
- Physically examine practice members.
- Assist the chiropractor in making adjustments.
- Conduct consultations.
Laboratory Technician
Volta River Authority Hospital
10.2013 - 02.2015
- Collect, receive, and properly handle various types of samples for analysis.
- Ensure proper labeling and documentation of samples.
- Perform a variety of laboratory tests using equipment and instrumentation.
- Maintained a high level of accuracy in test results by following strict quality control procedures.
- Maintained documentation on tests performed in lab.
- Contributed to a safe working environment by consistently following established safety procedures and guidelines within the lab setting.
- Documented information by maintaining daily logs and equipment record books.
- Kept laboratory supplies prepared by inventorying stock, placing orders and verifying receipt.
- Analyze samples to detect abnormalities, diseases, or other conditions.
- Follow established procedures and protocols for accurate and reliable results.
- Monitor and maintain quality control procedures to ensure the accuracy of results.
- Participate in quality assurance activities to uphold laboratory standards.
- Perform routine maintenance and calibration of laboratory equipment. Identify and report any equipment malfunctions or issues.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Adhere to safety protocols and guidelines to maintain a safe working environment.
- Maintain accurate records of procedures, results, and other relevant information..
- Performed routine lab and department maintenance to keep area clean and orderly.
- Reduced errors in data entry by meticulously reviewing and validating information before submission.
Education
Master of Science - International Business
University of Ghana Business School
Legon, Accra05-2024
Bachelor of Science - Biological Sciences- Medical Microbiology
University For Development Studies
Tamale06-2013
WASSCE - General Science
Krobo Girls Senior High School
Odumase, Krobo05-2008
Skills
- Excellent Customer Service
- Communicates with strength, leveraging effective skills in communication, influence, and negotiation
- Exhibits robust networking and interpersonal skills, showcasing a proven ability to cultivate effective relationships internally and externally
- Relationship building and management
- Excellent communication
- Displays a passion for service excellence in the execution of duties, along with a strong ability to adapt and learn quickly
- Collaborative team player with the ability to function effectively in a team environment
- Organized and methodical, displaying a keen attention to detail and proficiency in following instructions and procedures
- Possesses exceptional administrative and organizational abilities
Certification
Moodys Analytics
Customer Experience Management
Ethics Certification
Languages
English
Bilingual or Proficient (C2)
Ewe
Bilingual or Proficient (C2)
Akan
Bilingual or Proficient (C2)
Twi
Bilingual or Proficient (C2)
Additional Information
REFEREES
Dzigbordi k. Dosoo
Global Speaker, Corporate Consultant
The DCG Group
Dr. Eugene Danquah Ofori-Appiah Esq
Senior Manager, Business Banking
Ghana International Bank
0243373568
George Fuachie
GCB Bank Plc
Head, Special Projects & Investor relations
0244099611
gfuachie@gcb.com.gh
Dr. Gabriel Asante-Gyabaah
Governance, Control and Compliance Manager
Commercial Banking Department
GCB Bank PLC
gasante-gyabaah@gcb.com.gh
0531022751
Timeline
Relationship Manager
GCB Bank Plc
01.2024 - Current
CORPORATE SERVICE OFFICER
GCB Bank Plc
02.2017 - 12.2023
Customer Service Officer
Spearhead Networks
09.2016 - 01.2017
Front Desk Executive
Allure Africa
08.2015 - 08.2016
Marketing Chiropractic Officer
Chiropractic and Wellness Center
03.2015 - 07.2015
Laboratory Technician
Volta River Authority Hospital
10.2013 - 02.2015
Moodys Analytics
Customer Experience Management
Ethics Certification
Master of Science - International Business
University of Ghana Business School
Bachelor of Science - Biological Sciences- Medical Microbiology
University For Development Studies
WASSCE - General Science
Krobo Girls Senior High School
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