HELENA ESSIEN
Accra
Summary
Committed Operations officer skilled in increasing operational efficiency to achieve business goals. Expertise in banking operations and teller, employee oversight,customer relationship management and Credit facilitation. Ambitious at expanding personal accomplishments and business goals.
Overview
17
17
years of professional experience
Work History
Customer Service Officer-Teller (CSOT)
Fidelity Bank Ghana Ltd
08.2022 - Current
- Managing daily bank operations by processing customer transactions(deposits, withdrawals, money transfer, mobile money, utility payments, statutory payments among others) by providing exceptional customer service.
- Replenishing branch ATM daily and balancing off.
- A custodian to the branch vault and acting in the stead of the head Teller.
- Cross-selling debit cards, loans and other bank products.
- Managing high-volume transactions during peak periods while maintaining composure under pressure.
- Collaborating with colleagues to achieve branch objectives, promoting teamwork and shared success.
- Maintaining friendly and professional customer interactions.
- Increased customer satisfaction by providing efficient and accurate transaction processing.
Branch Operations Officer
Innovative Microfinance ltd
02.2020 - 06.2021
- Overseeing branch team with customer service officer, mobile bankers and Relationship Officers and implementing training for all new employees.
- Monitor Adherence to both BOG and internal Operational processes and manuals.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of banking transactions.
- Periodic review of field activities of Relationship officers.
- Educating customers on variety of loan products and available credit options to promote valuable decision-making.
- Analyzing applicants' financial status, credit and property evaluation to determine feasibility of granting loans.
- Producing of branch reports to Head of Operations and CEO
- Demonstrating self-reliance by meeting and exceeding workflow needs.
Teller
Innovative Microfinance ltd
10.2016 - 06.2021
- Process cash withdrawals and cash deposits.
- Examining and making Payment of cash expenses.
- Driving daily operations through cash balancing, counterfeit currency identification and vault cash management.
- Acting as pivotal point of contact between branches regarding guidelines and practices.
- Controlling cash and carrying out cash use forecasting to maximize availability while minimizing risk.
- Disbursing of loans to clients.
- Reconciling of accounts by identifying discrepancies.
- Manage opening and closing times for main branch.
Investment/Relationship Officer
Innovative Microfinance
02.2016 - 10.2016
- Securing investment from existing and prospective clients.
- Supervising and coordinating the activities of mobile bankers for head office and branches.
- Preparing daily reports on all Head office banking activities.
- Reconciling of accounts by identifying discrepancies.
- Creating relationships using social media.
Marketing Officer
Khabod Engineering and Trading
03.2014 - 12.2014
- Marketing the company’s products.
- Delivering proposals and making follow-up calls on them.
- Making product delivery to customers.
Sales Representative
Safety Insurance Brokers
01.2014 - 03.2014
- Selling of life assurance policies (ELAC).
- Creating and Maintaining relationship with clients.
Sales Person
National Health Insurance scheme Okaikoi Office
02.2008 - 06.2008
- Registering new members of the scheme.
- Accounting to office on all activities during the week in terms of new members, cash , pending registrations among others.
Education
Bsc. Business Administration (Banking and Finance Option) -
University of Professional Studies
Accra2012
Skills
- Cash handling expertise
- Documentation and record keeping
- Customer Service
- Attention to detail
- Professionalism and courtesy
- Deposit and withdrawal management
- Patience and empathy
- Listening, comprehension and good communication
- Data entry efficiency
Skills
- Supervision
- Multitasking
- Supervision
- Multitasking
Referees
- Mr George Sasu (0240041118)
Branch Sales and Service Manager
Fidelity Bank Ltd,
Kwame Nkrumah Avenue Branch, KNA
- Mr Isaac Amonoo (0202029281)
Head, Operations and service Delivery
innovative Microfinance Ltd, Accra
Timeline
Customer Service Officer-Teller (CSOT)
Fidelity Bank Ghana Ltd
08.2022 - Current
Branch Operations Officer
Innovative Microfinance ltd
02.2020 - 06.2021
Teller
Innovative Microfinance ltd
10.2016 - 06.2021
Investment/Relationship Officer
Innovative Microfinance
02.2016 - 10.2016
Marketing Officer
Khabod Engineering and Trading
03.2014 - 12.2014
Sales Representative
Safety Insurance Brokers
01.2014 - 03.2014
Sales Person
National Health Insurance scheme Okaikoi Office
02.2008 - 06.2008
Bsc. Business Administration (Banking and Finance Option) -
University of Professional Studies
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