HENRIETTA HOLA ALORYI
Accra
Summary
Dynamic Customer Service Officer with proven expertise at Consolidated Bank Ghana, excelling in complaint resolution and cross-selling techniques. Adept at leveraging strong communication skills and data analysis proficiency to enhance customer satisfaction and drive sales. Recognized for fostering relationships and promoting innovative banking solutions, ensuring a seamless customer experience.
Overview
15
15
years of professional experience
Work History
Customer Service Officer
Consolidated Bank Ghana
10.2021 - 12.2024
- Opening of Accounts for both individual and non individual customers
- Handling of customers complaints
- Cross selling of banks products, such as E-banking products and any other new products introduced
- Provided primary customer support to internal and external customers
- Resolved concerns with products or services to help with retention and drive sales
- Promoted company brand and unique offerings through personalized customer service
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Customer Service Executive
Standard Chartered Bank
Accra
08.2010 - 01.2015
- Handled complaints of both internal and external customers
- Ensured excellence in delivery of customer service through handling products/service, transactional general enquiries
- Data gathering and statistics, customer surveys and highlighting operational issues
- Supported and provided accurate feedback on marketing programs in connection with promotions of new or existing services/products of the bank
- Described product and service details to customers to provide information on benefits and advantages
- Developed working relationships with internal and external customers while assisting with account management duties
- Explained online self-help options to customers to promote additional and after-hours support choices
Customer Experienced Officer-Contact Centre
Standard Chartered Bank
09.2009 - 01.2010
- Handled inbound and outbound calls from customers all over the world
- Championed the sales of internet and mobile banking offerings of the bank
- Updated forex rates on daily basis for SCB customers
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-day-day duties accurately and efficiently
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Participated in team-building activities to enhance working relationships
Education
Bachelor of Arts - Banking and Finance
Central University College
Accra01.2010
WASSCE -
Accra Girls Senior High School
Accra01.2006
BECE -
Association International School
Accra01.2003
Skills
- Communication skills
- Multitasking ability
- Risk management
- Self-motivation
- Willingness to learn
- Results orientation
- Interpersonal skills
- Problem-solving expertise
- Team collaboration
- Data analysis proficiency
- Customer support
- Product knowledge
- Complaint resolution
- Data analysis
- Sales techniques
- Customer relationship management
- Organizational skills
- [Software] CRM system proficiency
- Creative problem solving
- Multi-line phone systems
- Microsoft Excel
- Service upselling
- Professional phone voice
- Cross-selling techniques
- Inbound and outbound calling
- Service standard compliance
Accomplishments
- Part of a team that won medal for operation risk awareness at SCB
- Notwithstanding the difficulty in communication with foreign customers, the needs of the customers are met during my interaction with them.
- Detected a fraudulent customer and received recognition for my vigilance.
- Championed the drive to take referrals for phone banking on Tuesday.
- Received recognition from a priority customer for out serving him.
- I was made a weekly supervisor on several occasions and performed my duties with all diligence; I was generally rated high for my supervisory role.
- Operational risk awareness
- Customer service mind shift for personal success
- Financial literacy
- EZWICH
- Operational efficiency
References
AVAILABLE UPON REQUEST.
Languages
- English
- Ewe
- Ga
- Asante Twi
Personal Information
- Place of Birth: Accra
- Date of Birth: 11/05/86
- Nationality: Ghanaian
- Marital Status: Single
Timeline
Customer Service Officer
Consolidated Bank Ghana
10.2021 - 12.2024
Customer Service Executive
Standard Chartered Bank
08.2010 - 01.2015
Customer Experienced Officer-Contact Centre
Standard Chartered Bank
09.2009 - 01.2010
Bachelor of Arts - Banking and Finance
Central University College
WASSCE -
Accra Girls Senior High School
BECE -
Association International School
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