Hi, I’m
HARRY TETTEY MENSAH
BANKING AND MEDIA
BUBIASHIE, ACCRA,GHANA
Summary
Decisive service quality officer skilled in driving service improvements through focused analysis and strategy. Established and implemented quality assurance policies to meet regulatory requirements and achieve organizational objectives. This includes consistently devising service improvement plans for better customer experience as well as employing better analytical and control measures for easy identification of ongoing trends and gaps in service standards. Integrating a well-rounded experience from retail business and grasp of media and market dynamics enables me to deploy unique problem-solving techniques, language efficiency, distinct interpersonal relations, strategic communication, creativity, and unique analytical perspective, contributing to the overall service excellence of an organization.
Overview
6
years of professional experience
3
Certification
Work History
Fidelity Bank GhanaACCRA, GHANA
Service Quality Officer
11.2022 - Current
Job overview
- Routinely monitor and ensure staff strict compliance to service standards and risk management policies.
- Prepare weekly, monthly and quarterly reports on staff service performance.
- Conduct time and motion study on system and application performance to ensure overall equipment efficiency at service points.
- Analyse data for projects undertaken by the team annually.
- Develop creative dashboards for team reports and projects using Power-Bi and Microsoft Excel.
- Employ lean six sigma techniques in conducting root cause analysis for recurring customer complaints and come up with measures that foster better service experience.
- Examined project plans and locations to identify and mitigate potential hazards.
Société Générale GhanaACCRA, GHANA
Retail Operations and KYC Officer
09.2021 - 10.2022
Job overview
- Handled customer account update/ KYC remediation at the branch.
- Charged with Customer Periodic Review Process for foreign and Ghanaian residents ensuring strict compliance and up-to-date documentation.
- Ensured customers provided all necessary documentation at the branch level in line with the bank's compliance policies.
- Handled customer enquiries, complaints, and requests, and assisted with their transactions while providing excellent customer service.
- Cross-sold the bank's products to existing and prospective customers.
Société Générale Ghana ACCRA, GHANA
National Service Person (Branch Operations)
09.2020 - 09.2021
Job overview
- Handled customer requests and assisted them with daily transactions.
- Charged with account remediation and dormant account reactivation.
- Called customers for loan top-ups and cross-sold other bank products.
- Handled administrative tasks and proper filing of customers documents for safe archiving.
- Built constructive relationships with staff and customers for positive, productive workplace environments.
- Took instruction well to complete daily tasks to specifications and within deadlines.
Media Générale GhanaACCRA, GHANA
Multimedia Journalist (Attachment)
06.2018 - 07.2019
Job overview
- Crafted compelling news stories and scripts for news bulletin.
- Sought out primary sources and conducted original interviews.
- Researched, pitched, and wrote stories of national relevance to editorial teams for consideration and approval.
- Carried out on-the ground and special reports to be aired.
- Supervised editing of visuals for News360 and Midday Live.
- Addressed feedback from supervisors and implemented revisions to improve story quality.
- Read News Scripts (Voice Overs).
Education
University of Cape CoastGHANA
Bachelor of Arts from Communication Studies (Mass Media, Advertising and Public Relations)
/2016 - /2020 (4 years)
University Practice Senior High SchoolCape Coast, Ghana
Certificate of Higher Education from GENERAL ARTS -WASSCE
Skills
- Quality management
- Great Analytical skills
- Efficient Communication skills
- Outstanding News Writing and Reporting abilities
- Excellent Interpersonal Relations skills
- Good Selling skills
- Ability to Multi-Task
- Phenomenal Voice Over Artist
Languages
English
Fluent
French
Beginner
TWI (AKAN), FANTE & GA
Fluent
Affiliations
- National Banking College
- Lean Six Sigma Problem Solving Technique
- Enterprise Design Thinking Practitioners
- Mass Media Communication
- College of Arts
Accomplishments
- Earned first place in Public Speaking during SRC Hunger Games as a first-year student in University of Cape Coast.
- Achieved a 99% adherence rate for frontline staff soft skills monitoring with the Service Quality team at Fidelity Bank Ghana.
- Successfully developed multiple service dashboards for reports and projects undertaken by the Service Quality Team at Fidelity Bank Ghana.
- Named Branch KYC Champion during my National Service period with Société Générale Ghana where I excellently delivered and ensured customers' accounts were efficiently remediated and branch target met.
Certification
- Certified Enterprise Design Thinking Practitioner- IBM (2023)
- Certification in Lean Six Sigma White Belt -Dexterity Institute (2024)
- Certification in Customer Experience Management- NBC (2024)
References
1. Michael Charway
Service Quality Manager
Fidelity Bank Ghana
Contact: 020 900 1116
2. Ransfordlina Wellington
Branch Manager
Société Générale Ghana
Contact: 024 498 3991
3. Portia Gabor
Multimedia Journalist
Media Générale, TV3 Ghana
Contact: 024 131 2188
Timeline
Service Quality Officer
Fidelity Bank Ghana
11.2022 - Current
Retail Operations and KYC Officer
Société Générale Ghana
09.2021 - 10.2022
National Service Person (Branch Operations)
Société Générale Ghana
09.2020 - 09.2021
Multimedia Journalist (Attachment)
Media Générale Ghana
06.2018 - 07.2019
University of Cape Coast
Bachelor of Arts from Communication Studies (Mass Media, Advertising and Public Relations)
/2016 - /2020 (4 years)
University Practice Senior High School
Certificate of Higher Education from GENERAL ARTS -WASSCE
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