Grace Ofosu-Donkor
Tema,Ghana
Summary
Dynamic professional with a strong foundation in communication, teamwork, and organisational skills. Demonstrates exceptional leadership and interpersonal abilities, coupled with critical thinking and strategic planning expertise. Proven track record in marketing and branding, driving successful campaigns that enhance brand visibility and market presence. Committed to leveraging skills to achieve organisational goals and contribute to business growth.
Overview
17
17
years of professional experience
26
26
years of post-secondary education
1
1
Certification
Work history
Head, Customer Service Arranging
Enterprise Funeral Services
04.2020 - 04.2025
- Led seamless funeral arrangements, ensuring 100% invoicing with payments completed 7 days prior, enhancing cash flow and operational efficiency
- Delivered exceptional customer service, ensuring compliance and accurate reporting, resulting in improved customer satisfaction rates by 94%
- Enhanced service quality using Smart Office Workplace, achieving measurable improvements in operational efficiency and client experiences
Marketing Executive
Enterprise Funeral Services
10.2019 - 04.2020
- Pioneered 'legendary customer service' approach, elevating industry standards and enhancing client experiences during challenging times, resulting in a 94% customer satisfaction rate
- Implemented strategic marketing campaigns, driving measurable growth in client engagement and revenue by 85%
- Negotiated international contracts, enhancing service offerings and expanding market reach, closing deals worth 80%
Relationship Manager
The Royal Bank Limited
08.2013 - 08.2018
- Managed high-net-worth client relationships, achieving significant deposit growth and client satisfaction by leveraging strong business development skills
- Provided tailored investment advice, resulting in optimized client portfolios and measurable returns, enhancing client trust and retention
- Collaborated with internal teams to streamline operations, improving overall service quality and ensuring compliance with banking procedures and policies
Customer Service Officer
Fidelity Bank Limited
03.2012 - 07.2013
- Resolved customer inquiries and complaints, enhancing satisfaction and loyalty, resulting in a 94% customer satisfaction rate
- Supported Relationship Managers in achieving bank objectives, including referrals and account acquisition, contributing to overall business growth
- Leveraged strong communication and organizational skills to streamline processes and improve service delivery
Administrative Officer
Fidelity Bank Limited
08.2010 - 03.2012
- Identified cross-selling opportunities during non-peak times, increasing product uptake
- Delivered consistent, high-quality service to internal and external customers
- Set up Standing Instructions, opened accounts, and performed transfers, ensuring compliance with bank policies
- Managed administrative tasks, enhancing efficiency and reducing bottlenecks, improving department workflow
- Coordinated executive travel, ensuring smooth operations and maintained productivity
- Optimized scheduling and correspondence for the Director, improving time management
- Implemented cost-effective travel strategies, achieving substantial savings for the department
Procurement Officer
Fidelity Bank Limited
10.2008 - 07.2009
- Streamlined procurement processes, ensuring timely and cost-effective acquisitions, improving operational efficiency by 90%
- Supported Facilities Manager in efficient facility operations, enhancing service delivery and achieving a 80% increase in client satisfaction
- Coordinated local and international travel, work permits, and visas for expatriate staff, reducing processing time by 40%
Education
Project Management -
University of Ghana Business School
07.2017 - 04.2025
B A - English, French & History
University of Cape Coast
05.2007 - 04.2025
Postgraduate Certificate - Business Administration
Ghana Institute of Management & Public Admin
English, French, History - undefined
Aburi Girls' Secondary School
Skills
- Communication skills
- Teamwork
- Organizational skills
- Leadership
- Interpersonal skills
- Critical thinking
- Marketing
- Branding
- Strategic planning
Languages
English
Fluent
Accomplishments
Best Student, Strategic Management ,University of Ghana Business School
Certification
PMP
Chartered Customer Services Professional
Timeline
Head, Customer Service Arranging
Enterprise Funeral Services
04.2020 - 04.2025
Marketing Executive
Enterprise Funeral Services
10.2019 - 04.2020
Project Management -
University of Ghana Business School
07.2017 - 04.2025
Relationship Manager
The Royal Bank Limited
08.2013 - 08.2018
Customer Service Officer
Fidelity Bank Limited
03.2012 - 07.2013
Administrative Officer
Fidelity Bank Limited
08.2010 - 03.2012
Procurement Officer
Fidelity Bank Limited
10.2008 - 07.2009
B A - English, French & History
University of Cape Coast
05.2007 - 04.2025
Postgraduate Certificate - Business Administration
Ghana Institute of Management & Public Admin
English, French, History - undefined
Aburi Girls' Secondary School
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