Henrietta Naa Aku Moffatt
Waterloo
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Committed to leveraging these qualities to drive team success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative - Call Centre
Clydesdale-Yorkshire Bank Group (Intrum Ltd)
10.2022 - 08.2024
- Delivered exceptional customer service on collection calls by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Used probing techniques and active listening to investigate detail whilst completing due diligence to effectively resolve customer issues and promote favorable outcomes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates and promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with customers and staff.
- Recorded notes from customer calls and emails onto the system to reflect conversations and actions taken.
- Responded proactively and positively to rapid change.
Relationship Manager (Assistant Banking Officer)
Guaranty Trust Bank Limited (GT Bank)
09.2019 - 09.2022
- Developed and cultivated lucrative relationships with both new and existing customers through effective communication and exemplary interpersonal skills.
- Communicated regularly with customers to understand needs, evaluate current product use and advise on loan products, interest rates, terms and collateral requirements.
- Analyzed and interpreted financial data and recommended creditworthiness of customers for loan approvals and disbursement.
- Assisted in preparing Annual budget and Monthly Profitability Reviews whilst monitoring the units' performance against monthly/quarterly/annual plans to ensure it’s in sync.
- Maintained good public relations with current and prospective customers while providing high level of expertise and resolving complaints.
- Monitored and reviewed status of customer accounts and follow up with regularization of the position of these accounts.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Maintained knowledge on banking products and distribution to provide optimal service support.
Finance & Administrative Assistant
Delta Capital Limited
05.2018 - 07.2019
- Minimized risk of errors by accurately processing invoices, payments and other financial transactions.
- Helped reconcile bank statements and accounts and maintained accurate records of financial transactions in alignment with regulatory requirements.
- Processed daily financial transactions in support of finance team objectives.
- Managed office inventory and ordered new supplies when items were running low.
- Filed monthly Tax returns and social security contributions.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Provided Fund management services
- All other secretarial duties.
Education
Master Of Business Administration - Finance
University of Ghana
Accra, Ghana02.2025
Securities Industry Course -
Ghana Stock Exchange
Accra, Ghana09.2018
Bachelors In Administration (Accounting) -
University of Ghana
Accra, Ghana01.2017
Skills
- Customer relationship management
- Strong Communication & Interpersonal skills
- Active listening abilities
- Call center experience
- Analytical skills
- Stress Tolerance
- Proficiency in Intermediate Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
- Sales experience
Certification
- BSc. Administration (Accounting) University of Ghana, 01/2017
- Ghana Securities Industry Certificate, 09/2018
Highesteducation
Bachelor's
Personal Information
- Total Experience: 6
- Industry: Banking & Finance & Customer Service
Accomplishments
Attained a Star Award for exceeding Quality Assurance and Performance metrics target month on month and for supporting other departments across board
Languages
English
Bilingual or Proficient (C2)
Twi
Bilingual or Proficient (C2)
Timeline
Customer Service Representative - Call Centre
Clydesdale-Yorkshire Bank Group (Intrum Ltd)
10.2022 - 08.2024
Relationship Manager (Assistant Banking Officer)
Guaranty Trust Bank Limited (GT Bank)
09.2019 - 09.2022
Finance & Administrative Assistant
Delta Capital Limited
05.2018 - 07.2019
Master Of Business Administration - Finance
University of Ghana
Securities Industry Course -
Ghana Stock Exchange
Bachelors In Administration (Accounting) -
University of Ghana
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