Kelvin Amanor
Accra
Summary
Enthusiastic marketing professional with extensive experience in customer service and cash management, demonstrating a proven track record in enhancing customer satisfaction and reducing transaction errors. Highly skilled in various banking and marketing roles, complemented by a strong educational background in Business Administration and Marketing. Committed to contributing to organizational goals with a focus on excellent service delivery, leveraging strong computer skills. .
Overview
11
11
years of professional experience
Work History
Customer Experience Specialist
Access Bank Plc - Ghana
10.2024 - Current
- Monitored customer feedback weekly, identifying trends to improve product offerings and the overall customer experience.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty by 20%....
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
Funds Transfer Officer
Access Bank Plc
10.2023 - 10.2024
- Contributed to the design and implementation of a robust anti-money laundering program specific to the Funds Transfer department''s operations.
- Upheld data integrity by meticulously verifying beneficiary details before processing payments.
- Managed workload effectively to prioritize urgent requests, ensuring timely execution of critical fund transfers.
- Coordinated with internal departments such as treasury, operations, and risk management to ensure a seamless flow of information related to funds transfers.
- Ensured regulatory compliance by staying current on industry regulations and adhering to bank policies in all fund transfer activities.
- Maintained detailed records of all transactions, facilitating accurate reporting for management review and decision-making purposes.
- Conducted regular audits of transaction records, identifying discrepancies and taking corrective action promptly.
Teller / Cashier
Access Bank Plc - Ghana
12.2019 - 10.2023
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible..
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers..
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Boosted cross-selling opportunities by 20% through identifying customer needs and recommending suitable banking products.
- Reduced in-branch queues by 30% through customer education on digital tools..
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
Marketer
Access Bank Plc
09.2018 - 09.2019
- Worked within budget parameters to develop and implement marketing strategies by analyzing key data and consumer demographics, increasing revenue 25 %.
- Conducted research to analyze customers' behavior, preferences, and purchasing habits.
- Managed cross-functional teams to ensure timely completion of marketing projects within budget constraints.
- Tracked various product sales and costs by analyzing and entering sales, business data, and expenses.
- Established fruitful partnerships with industry influencers, expanding brand reach and potential customer base.
- Stayed abreast of industry trends, adapting tactics accordingly to maintain a competitive edge in the ever-evolving marketplace.
Customer Service Representative
MTN Ghana Limited
06.2017 - 09.2017
- Handled over 95 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Delivered excellent customer service, resulting in consistent 94% customer satisfaction rating
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Answered product and service questions, suggesting other offerings to attract potential customers
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Storekeeping
Tom's Electrical
09.2014 - 09.2015
- Take delivery of all incoming materials and reconcile with purchase orders
- Track, document, and resolve any discrepancies on received orders
- Manage inventory/supplies and ensure they are within the established minimum and maximum levels
- Keep up-to-date records of receipts, records, and withdrawals from the stockroom
- Responsible for packing, pricing, labeling, and returning supplies
- Manage supplier relations and database as well as maintain high ethical relationships both internally and externally
Education
Diploma in Computing - System Engineering
IPMC University College
Accra10.2024
B.Sc - BUSINESS ADMINISTRATION
Kwame Nkrumah University of Science And Technology
Kumasi04.2022
Higher National Diploma (HND) - Marketing
Accra Technical University
Accra05.2018
Skills
- Bulk Cash counting
- Data Entry
- Customer Service
- Oracle (Banking)
- MS Office Excel
- Adobe Photoshop
- Bookkeeping
- Graphic Design
- MS Office Suite
- Microsoft server Admin
- CRM software
- Request management
- Client advocacy
- Trend monitoring
- Data entry
- Customer service
- POS systems and ordering platforms
- Calm under pressure
- Stock management
Accomplishments
- MD's Customer Service Recognition
References
References available upon request.
Timeline
Customer Experience Specialist
Access Bank Plc - Ghana
10.2024 - Current
Funds Transfer Officer
Access Bank Plc
10.2023 - 10.2024
Teller / Cashier
Access Bank Plc - Ghana
12.2019 - 10.2023
Marketer
Access Bank Plc
09.2018 - 09.2019
Customer Service Representative
MTN Ghana Limited
06.2017 - 09.2017
Storekeeping
Tom's Electrical
09.2014 - 09.2015
Diploma in Computing - System Engineering
IPMC University College
B.Sc - BUSINESS ADMINISTRATION
Kwame Nkrumah University of Science And Technology
Higher National Diploma (HND) - Marketing
Accra Technical University
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