JOHN SWANZY CUDJOE
Takoradi
Summary
A performance-driven Banking Professional with over 8 years of experience, now pivoting expertise in customer relationship management, sales strategy, and operational excellence towards Branch Experience and Customer Journey Design. Proven track record in leading multi-location projects, enhancing customer satisfaction, and streamlining processes using Lean Six Sigma methodologies. Adept at leveraging data-driven insights to reduce customer effort, increase engagement, and present consistent brand experience. Eager to apply a unique blend of frontline banking knowledge and formal process improvement credentials to elevate the in-branch visual and interactive experience.
Overview
9
9
years of professional experience
2024
2024
years of post-secondary education
1
1
Certification
Work history
Regional Relationship Manager (MSE)
GCB BANK PLC, REGIONAL OFFICE- TAKORADI & CAPE COAST
Takoradi
11.2022 - 12.2025
- Spearheaded a customer communication and merchandising strategy across the region, aligning client engagements with business objectives, resulting in a 20% increase in monthly revenue.
- Acted as a capability builder, training and coaching 33 e-collectors on new processes and customer engagement techniques, which boosted sales by 25% and improved customer satisfaction scores by 30%.
- Audited and improved the MSME customer journey, implementing proactive feedback-driven solutions that reduced customer complaints by 20%.
- Generated 100+ new business leads in 3 months through strategic referral programs, demonstrating deep understanding of customer networks and effective partnership with sales and marketing functions.
Zonal Sales Lead (GhQR Payment Project)
GCB BANK PLC, REGIONAL OFFICE- TAKORADI
Takoradi
11.2021 - 10.2022
- Led the zonal rollout and adoption of a self-service payment solution (GhQR), successfully onboarding 2,760 merchants (92% conversion rate) and increasing digital transactions by 30%.
- Managed the end-to-end project lifecycle for the QR code deployment, from vendor-aided setup to agent training and performance tracking, ensuring a consistent customer experience across the zone.
Personal Banker/Loan Officer
GCB BANK PLC, AXIM
Axim
01.2017 - 10.2021
- Analysed customer data to cross-sell loans, increasing product uptake by 25%.
- Managed 800+ loan accounts, resolving 95% of delinquencies within 48 hours, showcasing problem solving and customer retention skills.
- Streamlined KYC processes, reducing onboarding errors by 35% and time by 50%, indicating process improvement capabilities.
- Conducted audits and checks to prevent operational risks.
- Resolved customer complaints related to transactions, cards, or account issues.
Education
MBA - Oil & Gas Management
University of Cape Coast
Cape Coast, GhanaB.Ed. - Social Sciences (Economics & Geography)
University of Cape Coast
Cape Coast, GhanaSkills
- Branch CX & Service Design: Customer Journey Mapping & Auditing Process Simplification & Streamlining CX Metrics & Feedback Analysis Visual Standards & Merchandising Queue Management & Flow Optimization
- Project & Change Management: Multi-Location Project Rollouts Vendor & Stakeholder Management Lean Six Sigma (Black Belt) 5S Methodology Training & Capability Building
- Operational Excellence: GhQR & Self-Service Deployment Forms Digitization (KYC/Onboarding) Data-Driven Performance Tracking Compliance (AML/KYC) Branch Operations
- Technical & Analytical: Data Analysis & Reporting Financial Modeling CRM Utilization Digital Payment Systems Process Mapping
Certification
- Certified Problem Solving, Value Enablers Academy- India| 2025- 11
- Certified Kaizen Practitioner, Value Enablers Academy- India | 2025-08
- Certified Associate International Retail Banker (AIRB), Retail Banking Institute- UK | 2024-09
- Certified Lean Six Sigma Black Belt (CLSSBB), MF Operational Excellence- USA | 2024-04
- Certified 5S Practitioner, Value Enablers Academy- India | 2024-07
- Financial Modeling & Valuation Analyst (FMVA), Corporate Finance Institute Canada | 2023-01
- Sales Enablement Certified, Hubspot Academy- Canada | 2023-07
REFERENCES
Available upon request
INTERESTS
Music, Environmental conservation, Reading
Languages
English
Fluent
French
Intermediate
Affiliations
- Environmental conservation
- Reading
- Music
Timeline
Regional Relationship Manager (MSE)
GCB BANK PLC, REGIONAL OFFICE- TAKORADI & CAPE COAST
11.2022 - 12.2025
Zonal Sales Lead (GhQR Payment Project)
GCB BANK PLC, REGIONAL OFFICE- TAKORADI
11.2021 - 10.2022
Personal Banker/Loan Officer
GCB BANK PLC, AXIM
01.2017 - 10.2021
B.Ed. - Social Sciences (Economics & Geography)
University of Cape Coast
MBA - Oil & Gas Management
University of Cape Coast