Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Languages
References
Affiliations
Languages
Certification
References
Timeline
Generic

LEONA LILLIAN ABBAN

Dansoman-Accra

Summary

Experienced professional adept at cultivating and nurturing client relationships. Skilled in driving portfolio growth, enhancing customer satisfaction, and fostering client loyalty through a consultative and personable approach. Proven leader with a track record of collaborating with internal teams and inspiring staff, resulting in improved sales and exceptional client experiences.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Country Manager (General Manager), Ghana

Turaco Inc. Gh Limited
Greater Accra
02.2023 - Current
  • Directed the smooth integration of MicroEnsure personnel into Turaco family during the acquisition process by leading the transition phase.
  • Demonstrated leadership by effectively guiding and motivating staff to adopt the values and way of life of the new entity.
  • Developed and implemented country-specific strategies to increase market share.
  • Continuous review of customer feedback to pinpoint opportunities for improving the quality of customer service.
  • Driving results through effective key performance management.
  • Analyzed financial data - budgets, income statements, balance sheets and cash flow statements; assessed performance of the country office.
  • Built a strong network of connections with the local Insurance Regulator, government officials, industry associations, and media outlets.
  • Monitoring of competitor activities, identify opportunities for growth, and continually develop plans for adoption.

Clients Relations Manager

MicroEnsure Ghana
04.2014 - 10.2019
  • Developed a highly efficient team of executives to manage and foster relationships with Corporate and Business Partners at MicroEnsure
  • Established and maintained high level relationships with Executive and C-Suite and Managers of business partners
  • Increased brand reputation by projecting a favorable image of the company to regulators and industry.
  • Established and sustained a positive and long-term partnership with the Ghana Insurance Regulator, National Insurance Commission in Ghana.
  • Developed and implemented strategies to build customer loyalty and satisfaction.
  • Analyzed client feedback, identified trends, and developed plans for improvement.
  • Resolved escalated customer complaints in a timely manner.
  • Responded promptly to customer inquiries regarding products or services.
  • Collaborated with marketing staff to develop promotional materials that increased brand awareness.
  • Developed comprehensive training programs for new customer service personnel.
  • Managed customer service team of 5-10 employees.
  • Created reports on customer relations activities, including sales performance analysis.
  • Conducted regular meetings with clients to discuss their needs, concerns, and expectations.
  • Evaluated the effectiveness of existing customer service policies and procedures.
  • Assisted customers with product selection decisions based on individual needs.
  • Monitored call center performance metrics and took action when necessary to ensure quality standards were met.
  • Maintained accurate records of all client interactions in company database system.
  • Organized monthly events for clients to network and share best practices.
  • Negotiated contract terms with vendors for better pricing and services.
  • Ensured compliance with industry regulations related to client relations management.

Account Executive (Client Relationship Officer)

MicroEnsure Ghana
10.2011 - 03.2014
  • Establishing and maintaining excellent communication with Management including Branch Managers and other operational staff
  • Capitalization of opportunities and addressing operational weaknesses, including critical claims events, with urgency and focus; pursing a model of ongoing innovation and improvement
  • Proactively identifying value added products and services that would enhance clients business delivery
  • Ensuring customer / partner satisfaction with a warm and friendly attitude at all times
  • Developing and maintaining a robust client education programme including management training and refinement of training materials for loan officers
  • Conducting audits and training workshops at the field level as necessary
  • Ensuring that end customers have a strong understanding and appreciation of microfinance-linked insurance products
  • Compiling and distributing client outcome stories for publication within partner networks.

Underwriting Officer (Head Office)

Prime Insurance Company Limited
Greater Accra
11.2007 - 09.2011
  • Evaluated potential risks of multiple classes of general insurance.
  • Conducted detailed reviews of loan applications to determine creditworthiness and risk levels.
  • Preparation of Policy Documents communicating the terms of contract entered into with any one Proposer(if and when policy is taken)
  • Subsequent quotation / Calculation of renewal premiums taking into consideration loss history of proposer and other related risk factors
  • Ecowas Brown Card Generation for Clients (travelling to Ecowas Countries)
  • Ensured adequate education of insured individuals and proposers before selling products or accepting risks
  • Ensured meticulous scrutiny of Front Desk communication and activities
  • Utilized effective communication skills through email and telephone to ensure high levels of client satisfaction.
  • Claims Handling
  • Proficient in creating a wide range of bond types such as bid, advance, performance, and counter-guarantee bonds.
  • Developed young talents in the department through effective coaching and training.

Vice President, Operations

10.2021
  • Promoted to handle Operations for Regional Businesses and Partnerships
  • Duties under Country Management suffice equally for this position.

Country Manager

MicroEnsure
02.2020
  • Interfaced with existing and new customers, resulting in business growth and sustainability
  • Spearheaded a high-performing team of Ghanaian professionals dedicated to delivering superior service to partners and clients
  • Spearheaded all aspects of the operations budget including setting goals, monitoring progress, and ensuring adherence to financial targets.
  • Established top expertise on micro insurance in Ghana by demonstrating profound understanding.

Acting Country Manager

MicroEnsure
11.2019
  • Shared in the Country Manager Role above.

Education

Bachelor of Science, Biological (2nd Class Upper Division) -

University of Cape Coast
01.2007

Senior Secondary School Certificate -

Ghana National College
01.2001

Basic Education Certificate -

St. Martin de Porres Preparatory & J.S S.
01.1998

Masters in International Business Management -

University of East London

Poised Etiquette Consultancy -

Business and Social Etiquette School

Market Intelligence and Strategies for Insurance Business -

Ghana Insurance College

Certificate in Risk Management in Electronic Banking -

National Banking College

Skills

  • Good communication skills
  • Excellent spoken and written English
  • Ability to read and speak three local dialects (Ga, Twi, Fante)
  • Computer literate
  • Accurate typing skills
  • Excellent with modern technology and gadgets
  • Ability to remain customer-focused, polite and courteous under pressure
  • Ability to work quickly and reliably with little or no supervision to meet challenging targets
  • Ability to work well under pressure
  • Excellent team player
  • Very flexible and very positive to work
  • Trustworthy and disciplined
  • Strong team spirit and co-operative
  • Fast learner, ability to incorporate quickly and implement new procedures
  • A high-energy and enthusiastic individual who excels in a challenging and competitive environment
  • Always ready to learn and accept new things
  • Versatile and analytical in thinking
  • A loyal, team-spirited individual, who effectively gains the confidence of people
  • Maintenance of high ethical standards
  • Report creation
  • Account Management
  • Microsoft Office Suite
  • Customer Service
  • Problem-solving abilities

Accomplishments

  • Led the Regulatory Process of obtaining a No-Objection for Turaco to acquire 100% shares of MIC Global (02/2023)
  • Brought the business into profitability 6 months after assuming the role of managing the entire business (2019 to date)
  • Maintained a healthy, profitable and sustainable business since 2019 to date
  • Introduced the Turaco Tech Proprietary system into the Ghana operations mainly to enable swifter claims payment, which enhances customer experience
  • Represent the Insurance industry, Turaco (ex. MicroEnsure) on various international insurance platforms including speaking and paneling sessions commissioned by the National Insurance Commission, Ghana Insurance Brokers Association, Other InsurTech Forums including West African Defi Summit amongst others
  • Led the Team to remain innovative with various disruptions in the Ghanaian environment
  • Contributed to the total 60 million lives covered by MIC Global around the world
  • Contributed to the feat of 1 million lives covered through the first-ever mobile insurance protection cover for Tigo network subscribers-(2010 to 2012)
  • Contributed to the feat of 1.2 million lives on mobile insurance coverage to Airtel network Subscribers (2013 to 2017)
  • Co-designed and administered Absa Retrenchment Product, the first ever in Ghana, which introduced income protection to salaried clients of ABSA (ex. Barclays). Annually, about 300 individual claims are paid, in an average value of not less than USD 300,000
  • Launched the Vodafone Ghana partnership, which distributed free insurance to 70K subscribers in Year 1 and is currently converting free subscribers to monthly-paying subscribers (2020)

Personal Information

Title: General Manager, Turaco Inc. Ghana

Languages

  • English, Excellent, Excellent, Excellent
  • Twi, Excellent, Excellent, Excellent
  • Fanti, Excellent, Excellent, Excellent
  • Ga, Excellent, Excellent, Excellent

References

  • Miss Adjoa Boateng, The H-Restaurant, former Country Manager of MicroEnsure, +233 277 815 181
  • Mrs. Perpetua Armah, Prime Insurance Co. Ltd. Chief Operating Officer, +233 241 036 755

Affiliations

  • Urban Gardening
  • Counsel and support for children in oncology care
  • Reading
  • Sight seeing

Languages

English
First Language
English
Proficient (C2)
C2

Certification

  • Bachelor of Science (Biological)

References

References available upon request.

Timeline

Country Manager (General Manager), Ghana

Turaco Inc. Gh Limited
02.2023 - Current

Vice President, Operations

10.2021

Country Manager

MicroEnsure
02.2020

Acting Country Manager

MicroEnsure
11.2019

Clients Relations Manager

MicroEnsure Ghana
04.2014 - 10.2019

Account Executive (Client Relationship Officer)

MicroEnsure Ghana
10.2011 - 03.2014

Underwriting Officer (Head Office)

Prime Insurance Company Limited
11.2007 - 09.2011

Bachelor of Science, Biological (2nd Class Upper Division) -

University of Cape Coast

Senior Secondary School Certificate -

Ghana National College

Basic Education Certificate -

St. Martin de Porres Preparatory & J.S S.

Masters in International Business Management -

University of East London

Poised Etiquette Consultancy -

Business and Social Etiquette School

Market Intelligence and Strategies for Insurance Business -

Ghana Insurance College

Certificate in Risk Management in Electronic Banking -

National Banking College

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LEONA LILLIAN ABBAN