JOSEPHINE SERWAA ADUSEI-BOATENG
Manager
Kaneshie-Accra
Summary
Dynamic and results-driven manager with proven expertise in optimizing operations through strategic employee motivation and robust policy enforcement. Skilled in implementing industry best practices, staying ahead of market trends, and ensuring compliance with regulatory standards. A confident leader with a sharp analytical mindset, excelling in business planning and effective resolution of daily challenges.
Overview
2025
2025
years of professional experience
13
13
years of post-secondary education
Work History
Manager
Crystal Jorek Enterprise
1 2021 - Current
- Promoting brand strategy and message continuity across marketing communications within multiple campaigns.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Conducting regularly market research to determine optimal pricing of goods
- Enhancing customer satisfaction, providing personalized service solutions based on client feedback.
- Managing budget and revenue trends, compiling reports for company leadership to inform decision-making.
Acting Branch Manager
National Investment Bank
08.2021 - 12.2021
- Managed and directed daily operations of 28 branch staff, including customer service, human resource, sales and marketing activities
- Lead sales team to exceed branch deposit mobilization target by regular customer visitation, communicated with all sectors of customers for referrals, new customers and retention
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Evaluated team performance regularly through appraisal and feedback sessions which facilitated development of skills and knowledge
Branch Operations Manager
National Investment Bank
07.2018 - 08.2021
- Organized and supervised compliance of daily workflow to maximize efficiency and productivity by team members (personal bankers’ desk, back office, customer service, tellers)
- Ensured compliance with banking regulations minimizing risk exposures for the bank through diligent oversight of operations
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Prepared and supervised monthly reports on branch performance metrics to departments
Branch Supervisor
National Investment Bank
04.2016 - 07.2018
- Supervised trade finance request monitoring and feedbacks to customers
- Boosted customer satisfaction with attentive service and prompt resolution of issues
- Conducted regular performance evaluations, identifying areas for growth and creating targeted action plans for improvement.
- Enhanced operational efficiency through regular review of workflows, making adjustments as needed based on performance metrics.
Personal Banker
Unibank Ghana Limited
03.2013 - 03.2016
- Compliance on account opening, closures bank polices and regulations
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Monitored customer accounts to detect irregularities or suspicious activity
- Processed Personal loans and other department customer request timely and efficient
Customer Service /Bank office
UniBank Ghana Limited
05.2012 - 03.2013
- Cross sold banking products to customers and potential customers
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Maintained good communication skills and problem-solving skills
- Proved successful working within tight deadlines and a fast-paced environment.
Bank Teller
UniBank Ghana Limited
05.2011 - 08.2011
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
Customer Service Desk
Metalex Groups
05.2009 - 08.2009
- Conducted thorough price checks for customers, guaranteeing transparency and accuracy in transactions.
- Demonstrated excellent multitasking
- Implemented new strategies to effectively manage customer orders and quotations.
- Resolved customer issues swiftly by collaborating with team members and leveraging resources effectively.
National Service Personnel
University of Ghana
08.2007 - 08.2008
- Processed new library collections, accurately cataloging and indexing materials.
- Managed time efficiently in order to complete all tasks within deadlines.
- Maintained clean, safe library environments for optimized customer comfort.
- Aided patrons with use and access to technology, resources and materials.
Library Assistant (voluntary work)
Ghana Institute of Management and Public Administration
05.2006 - 04.2007
- Assisted with library automation and Record keeping
- Organized shelves, book displays other library area according to established guidelines
Education
Chartered Banking (Level 3) - Banking
Chartered Institute of Bankers
Oponglo, Accra 05.2021 - 09.2021
Human Resources Management
Global Profession Human Resource Certification
09-2021
Master’s - Business Administration (Marketing)
University of Ghana Business School
08.2012 - 05.2014
Bachelor of Arts - Information Studies and Political Science
University of Ghana
08.2008 - 05.2011
Diploma - library Studies
University of Ghana Business School
08.2005 - 05.2007
Junior Secondary School Certificate examination - undefined
St. Anthony’s Preparatory School
01.1998 - 04.2001
Senior High School Certificate Examination - undefined
Ghana National College
10.2001 - 07.2004
Skills
Globus Banking Application (T24)
Team leadership
Management
Presentation Skills
Strategic planning
Operations management
Innovation
Multitasking
Skillsandcompetence
- Proficient in the use of Globus Banking Application (T24).
- Microsoft office and general internet appreciation.
- Branch Operations Management.
- Excellent leadership and management skills.
- Excellent decision Maker, presentation and listening skills.
- Innovation and multitasking.
Personal Information
- Date of Birth: 11/16/86
- Gender: Female
- Nationality: Ghanaian
- Marital Status: Married
Traininganddevelopment
- Human Resources Forum, 09/01/22
- Regulation Operational Risk Branch Managers, 02/10/21
- Security and investigation summit, 03/21/21
- Branch Management in Financial Institution, 01/20/20
- Risk Management for branch frontline/supervisors, 02/03/16
- Certified Teller & Frontline Executive, 08/02/15
- Certified Frontline Program, 10/21/11
- Corporate Grooming and customer service, 11/08/08
Awards
- Best branch Customer Service Awards, 2021, National Investment Bank
- Overall Zonal Branch Reports, 2021, Lead Team won 5 times for Branch Report
- Best competence Award, 2018, National Banking College
- Best recognition staff, 2016, UniBank Ghana Limited
- Excellence in Execution and professionalism, 2014, UniBank Ghana Limited
- Frontline Proactive Staff, 2013, UniBank Ghana Limited
- Branch awards, 2012, Best Customer Service Staff, UniBank Ghana Limited
Extracurricular Activities
Team Member, R13 Globus Systems and Ghipps Clearing ACH Platform, 2021 Team Leader, Osu Branch System Cleansing (Globus), 2020-2021 Customer Appreciation Week chairman, 2018-2021 Zonal Welfare Team Member, 2020-2021 Customer Service Ambassador, 2013-2016 Sponsorship Committee, August 2010 – April 2011 Sponsorship Committee Member, August 2009-April 2010 Secretary, March 2006-March 2007 House Prefect, June 2003-July 2004
Timeline
Acting Branch Manager
National Investment Bank
08.2021 - 12.2021
Chartered Banking (Level 3) - Banking
Chartered Institute of Bankers
05.2021 - 09.2021
Branch Operations Manager
National Investment Bank
07.2018 - 08.2021
Branch Supervisor
National Investment Bank
04.2016 - 07.2018
Personal Banker
Unibank Ghana Limited
03.2013 - 03.2016
Master’s - Business Administration (Marketing)
University of Ghana Business School
08.2012 - 05.2014
Customer Service /Bank office
UniBank Ghana Limited
05.2012 - 03.2013
Bank Teller
UniBank Ghana Limited
05.2011 - 08.2011
Customer Service Desk
Metalex Groups
05.2009 - 08.2009
Bachelor of Arts - Information Studies and Political Science
University of Ghana
08.2008 - 05.2011
National Service Personnel
University of Ghana
08.2007 - 08.2008
Library Assistant (voluntary work)
Ghana Institute of Management and Public Administration
05.2006 - 04.2007
Diploma - library Studies
University of Ghana Business School
08.2005 - 05.2007
Senior High School Certificate Examination - undefined
Ghana National College
10.2001 - 07.2004
Junior Secondary School Certificate examination - undefined
St. Anthony’s Preparatory School
01.1998 - 04.2001
Manager
Crystal Jorek Enterprise
1 2021 - Current
Human Resources Management
Global Profession Human Resource Certification
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