Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Training
Languages
Timeline
Generic
EVANGEL BOAKYE

EVANGEL BOAKYE

Accra

Summary

An experienced customer and administrator with more than seven (7) years working experience in achieving corporate goals.
My aspirations are geared towards a building a carrier in Business Administration with special interest in Process Improvement, Administration, Customer Experience, Relationship Management, Risk Management and Digital transformation.
I am a versatile and inspirational team worker with excellent interpersonal and communication skills. I have well developed administrative and client service skills and a high sense of professionalism. I have the energy to operate efficiently in a fast paced environment, going the extra mile to finding solutions to problems. I am eager to take on new challenges to develop my skills to further.
I thrive in an inclusive environment where there is continuous learning and motivation to unearth talents.

Overview

10
10
years of professional experience
1
1
Language

Work History

Relationship Officer-Private Banking

Universal Merchant Bank
09.2021 - Current
  • Manage all Private customers' requests, complaints and queries to ensure excellent customer experience and great relationship management
  • Liaison with our Treasury Department to advisory service to customers on the best wealth management tool to invest in
  • Created a periodic check-in system for our VVIP clients to gather service experience and upcoming needs in other to plan for suitable intervention; mainly scheduling priority meetings and maintaining close correspondence..
  • Led the implementation of SLA to reduce the processing turnaround time
  • This earned the bank a 5-star rating for customer experience in 2022
  • Maintained up-to-date filing and managing of confidential documents of all our 600 prominence banking customers' databases
  • Liaison for the bank's external alliances for partnership meetings, arranging discounts, traveling bookings, promos and webinars to provide value-added services to our private banking customers
  • Harnessed the corporate banking's value chain (banking 360) to identify prospecting private banking clients
  • This led to the acquisition of 15 new customers and the translation of 22 existing customers to prominence banking status
  • Initiated calls to dormant account holders with the assurance of dedicated relationship officers to assist in all their financial transactions
  • This led to activation of more than 30 accounts with the value of 5 million GHS
  • Supported the amendment of the bank's existing safe custody policy
  • I led the refurbishment of the safe custody vault by working with multiple vendors.

Customer Consultant Assistant- Private Banking

Universal Merchant Bank
04.2021 - 09.2021
  • Successfully managed the bank's head office private banking lounge ensuring client objectives and needs are met, leading to a 3% increase in clientele and client's portfolio in 2021
  • Communicating key messages and changes to customers including service standards, pricing, account status, new products and services, etc
  • Organized and actioned on incoming and outgoing letters and e-mails requests
  • Assisted with the daily banking request and transactions of customers
  • Managed and resolved all end to end complaints and issues reported by customers
  • Monitored client investment portfolio and provided advisory services to increase their existing investments
  • Maintaining the calendar of the prominence banking unit's as well as supporting the organization of monthly departmental meetings, seminars/trainings, including preparing agendas and minutes of meetings
  • Preparing unit weekly reports while contributing to monthly performance reports.

Customer Consultant Assistance- Ridge Branch

Universal Merchant Bank
12.2016 - 03.2021
  • Delivered excellent service experience to customers which resulted in the branch winning the best branch in 2019 and 2020
  • Attended to all customers' requests and inquiries as well as managed client complaints, achieving 85% results in our customer's survey
  • I marketed the bank's products and services through cross-selling and upselling of the bank's services and solutions leading the opening of about 100 new accounts each quarter
  • Awarded the 'Branch Speed Champion' on three consecutive times as a most hardworking and dedicated front office staff
  • Performed reception and call Center duties for the branch, directing calls to relevant departments to ensure to end to end result for both internal and external customers
  • Introduced a new filing system for easy retrieval and placement of customers' documents
  • Handled secretarial and administrative work at the branch including letters, reports writing, memos, calendar reminders, and general clerical services
  • Implemented bank's operational manual's policies and procedure reforms resulting from the yearly audit findings.

Front Desk Personnel - Corporate Department(Outsourced Staff)

Ramel International Group(Universal Merchant Bank)
08.2015 - 11.2016
  • Performing reception duties at the heart of the bank
  • Assisted customers with their transactions and directed them to the right department
  • Managed incoming and outgoing calls behalf of the corporate department
  • General Administrative and clerical work at the corporate department
  • I exhibited hard work and professionalism in my role and due to this, I was made a permanent staff of the bank.

Central Registry Clerk(Ghana National Service)

Ghana Armed Forces- Air Force Base Burma Camp- Accra
08.2014 - 07.2015
  • Responsible for the daily administrative activities of the office
  • Registering and updating of officers information on their database as well as personnel document filing
  • Processing of documents to appropriate departments in the Air Force Base
  • Analyzed registry information for patterns and anomalies
  • Monthly report writing on all activities
  • Received and assisted office visitors when needed.

Education

West Africa Senior School Certificate -

OLA Girls' Secondary School- Kenyase

Bachelor of Science - Insurance with Actuarial Science

Pentecost University-Accra
06.2024

Master of Science - Insurance Risk Management

University of Professional Studies-Accra
08.2023

Skills

  • Negotiation
  • Marketing knowledge
  • Creativity and Innovation
  • Effective Communication
  • Expert in Relationship Management
  • Risk Management

Hobbies and Interests

  • Reading
  • Sports (Badminton)
  • Sewing and Designing

Training

  • Sales and Marketing Training, UMB-March 2023
  • Effective Communication and Relationship Management Training, UMB -2022
  • Anti-Money Laundering Training, UMB -2017, 2018,2021,2022,2023
  • The Customer Service Training, UMB -2017,2018,2022,2023
  • Emotional Intelligence Training, UMB- 2019
  • Cybersecurity Training, UMB -2019,2020,2021,2022,2023
  • 07/2022, Certificate Course, National Bankers College, Customer Experience Management
  • 03/2023, Training, Master Card Foundation, Sales and Marketing Training
  • 03/2024, Certificate Course, Chartered Institute of Bankers, Ethics and Professionalism

Languages

English
Bilingual or Proficient (C2)
French
Beginner (A1)

Timeline

Relationship Officer-Private Banking

Universal Merchant Bank
09.2021 - Current

Customer Consultant Assistant- Private Banking

Universal Merchant Bank
04.2021 - 09.2021

Customer Consultant Assistance- Ridge Branch

Universal Merchant Bank
12.2016 - 03.2021

Front Desk Personnel - Corporate Department(Outsourced Staff)

Ramel International Group(Universal Merchant Bank)
08.2015 - 11.2016

Central Registry Clerk(Ghana National Service)

Ghana Armed Forces- Air Force Base Burma Camp- Accra
08.2014 - 07.2015

West Africa Senior School Certificate -

OLA Girls' Secondary School- Kenyase

Bachelor of Science - Insurance with Actuarial Science

Pentecost University-Accra

Master of Science - Insurance Risk Management

University of Professional Studies-Accra

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EVANGEL BOAKYE