GRACELOVE AKRONG
Accra
Summary
I am a proactive and results-driven individual with a keen eye for detail, striving to elevate my professional skills,
capabilities and knowledge within the realm of customer service. My aim is to bolster organizational growth through dedicated efforts, streamlined communication, and collaborative teamwork. With strong analytical and troubleshooting abilities, I am eager to cultivate my career within an environment that values dedication, entrusts responsibilities, and embraces challenges.
Overview
7
7
years of professional experience
Work History
Customer Service Officer (Prestige Banking)
Fidelity Bank Limited
Accra
11.2020 - Current
- Manage and cater to the needs of high-net-worth clients within the Prestige department by ensuring swift processing of customer transactions and prompt resolution of customer complaints.
- Opened over 1200 accounts for customers, including individual and business accounts, utilizing data-driven insights to identify potential clients for personalized marketing strategies and for cross-selling other banking products.
- Successfully signed up over 3500 customers on Fidelity Mobile Banking platform.
- Cultivate and maintain strong relationships with existing clients, resulting in an increased client retention rate of 15% during the first year in the role.
- Collaborate with the sales team to identify cross-selling and upselling opportunities, leading to 10% growth in revenue within the Prestige Banking portfolio in 2021.
- Handling customer information with utmost confidentiality, ensuring that sensitive data is protected from unauthorized access.
- Supporting Relationship Managers in delivering efficient service to customers
Banking Hall Executive
Fidelity Bank Limited
Accra
09.2019 - 09.2020
- Successfully signed up over 2500 customers on the Fidelity Bank mobile banking and e banking platforms.
- Greet customers , make them comfortable and assist with their transactions.
- Resolved product or service problems by clarifying customer complaints; determining the cause of problems.
- Suggested and recommended efficient customer management and sales strategies to colleagues and management to help improve productivity
- Supported Relationship Managers in delivering efficient service to customers
- Gained team work skills by working with more than 63 national service personnel and staff
Intern
Consolidated Bank Ghana
Accra
06.2017 - 08.2017
- Provided support to customers on various banking services such as loans, deposits and other transactions.
- Performed data entry tasks for maintaining accurate records of customer accounts.
- Answered customer inquiries through phone calls, emails or face-to-face interactions.
- Organized files containing confidential information related to clients' accounts.
Education
Bachelor of Science in Banking and Finance -
University of Professional Studies
Accra01.2019
Business -
St.Martin's Senior High School
Nsawam01.2014
Skills
- Hardworking and Results oriented
- Good presentation skills
- Team player and ability to work with little or no supervision
- Excellent communication skills
Soft skills
- Proficient in designing
Other skills analytical skills, Research, Problem
solving skills, Planning, innovation and creative in
thinking
Technical skills
References
- Jemima Audrey Annan, Head, Prestige Unit, Fidelity Bank Ghana Limited, 0244260776
- Jennifer Johnson, Lead Operations Supervisor, Fidelity Bank Ghana Limited, 0242617149.
Timeline
Customer Service Officer (Prestige Banking)
Fidelity Bank Limited
11.2020 - Current
Banking Hall Executive
Fidelity Bank Limited
09.2019 - 09.2020
Intern
Consolidated Bank Ghana
06.2017 - 08.2017
Bachelor of Science in Banking and Finance -
University of Professional Studies
Business -
St.Martin's Senior High School
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