LORD DIVINE TAWIAH NARTEY
ACCRA
Summary
With a proven track record at GCB Bank Ghana PLC, I excel in enhancing customer experiences and streamlining operations, leveraging skills in strategic planning and computer knowledge. My innovative approach and ability to lead investigations have significantly improved service delivery, achieving notable efficiency gains.
Overview
27
27
years of professional experience
Work History
Customer Enquiry Officer/Senior Personal Banker
GCB Bank Ghana PLC, MADELA PARK BRANCH
06.2024 - Current
- I Perform Banking Transactions: Process account-to-account and bank-to-bank transfers.
- I Manage Customer Service: Manage customer accounts, activate mobile banking, assist with GCB Mobile app, and promote bank products.
- I Offer Customer Support: Resolve customer complaints and problems, assist with account openings, and teach customers how to use mobile banking.
- I Do Account Management: Provide statements of account, counter checks, and address other customer needs.
- I Manage Counter Operations: Manage counter operations, including cheque book requests, stocking, issuing, and arrangement.
- I Perform General Ledger transaction : Perform general ledger transactions, such as charges for statements, counter checks, and other requests.
- Software Proficiency: Experienced with banking software like Oracle Flexcube, Oracle Statements, Counter Manager, IBPS, and others.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Devised and implemented processes and procedures to streamline operations.
Customer Enquiry Officer
GCB Bank Ghana PLC, SPINTEX ROAD BRANCH
11.2023 - 05.2024
- I Receive cheque deposits: I receive cheque deposits, record, scan them for clearing.
- I Perform Banking Transactions: Process account-to-account and bank-to-bank transfers.
- I Manage Customer Service: Manage customer accounts, activate mobile banking, assist with GCB Mobile app, and promote bank products.
- I Offer Customer Support: Resolve customer complaints and problems, assist with account openings, and teach customers how to use mobile banking.
- I Do Account Management: Provide statements of account, counter checks, and address other customer needs.
- I manage Counter Operations: Manage counter operations, including cheque book requests, stocking, issuing, and arrangement.
- I Perform General Ledger transaction : Perform general ledger transactions, such as charges for statements, counter checks, and other requests
Hotel Manager
Beauty Hotel Accra
01.2021 - 08.2023
- I Ensure Operational Excellence: I Implemented robust procedures and training programs to ensure adherence to operational standards and create a positive work environment.
- I do Marketing and ensure Revenue Generation: I Developed and executed effective marketing strategies in the absence of a dedicated team, resulting in increased occupancy and revenue.
- I Supervised all hotel departments, including housekeeping, front office, maintenance, food & beverage, banqueting, communication, and customer satisfaction.
- I manage the Finances and prepared accurate budgets, optimized room rates, and ensured fiscal responsibility through detailed monthly reports to the Director.
- I Prepare budget and financial reports, I monitor the hotels budgets, identified variances, and prepared comprehensive financial reports.
- Accounts Payable and Receivable: I Managed accounts payable and receivable, ensuring timely payments to suppliers and following up on outstanding receivables.
- Payroll Management: I do payroll processing and ensured accurate and timely salary disbursements.
- Leadership and Problem-Solving: I Interviewed, hired, and trained new staff, effectively resolved employee conflicts, and addressed guest concerns promptly
Co-Founder Period/Manager of Operations
Property Zone Ghana Ltd
01.2011 - 12.2020
- Meticulous Maintenance: Regular inspections and maintenance of electrical, plumbing, and other property systems.
- Tenant Management: Efficient tenant relations, including lease agreements, rent collection, and issue resolution.
- Detailed Reporting: Regular updates on property performance, maintenance activities, and financial matters.
- Hospitality Expertise: Leveraging my hospitality knowledge to ensure optimal property operations and guest satisfaction. This is to help guest house owners in business growth.
- Vacation rental manager and Airbnb host. I manage vacation homes and apartment within the greater Accra region, hosting different nationalities in first properties.
- I offer personalized property management services tailored to specific needs. My goal is to serve property owners by providing peace of mind and maximizing the property's value
- Managed financial operations, ensuring fiscal responsibility and maintaining profitability during periods of economic uncertainty.
- Streamlined operational processes for improved efficiency and cost reduction.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Established foundational processes for business operations.
Marketing Executive
Lordship Insurance Brokers
01.2008 - 09.2010
- I Provide Personalized Solutions: I Actively listened to clients' needs and goals to recommend tailored insurance plans, such as funeral plan, education, and retirement coverage.
- I Was Constantly Building Relationships: I Fostered strong relationships with clients based on trust and understanding, resulting in high customer satisfaction and loyalty.
- I Ensure Sales Success: I Exceeded sales goals through strategic marketing, targeted outreach, and a focus on meeting client needs and doing presentations to specific companies.
- I Proactively identified and addressed client needs, offering valuable solutions to protect their financial well-being.
- I Developed and implemented effective marketing campaigns to reach the right audience and generate interest.
- I Consistently surpassed sales targets and helped numerous individuals secure their financial future through a proactive and client-focused approach.
- Preserved brand integrity by monitoring consistency and quality of marketing content.
- Collaborated closely with sales teams to ensure alignment between promotional activities and revenue goals.
- Planned and executed events and marketing programs to increase qualified leads.
Hotel Manager
: Rod Hotel Apartments
01.2007 - 12.2007
- I Implemented robust procedures and training programs to ensure adherence to operational standards and create a positive work environment.
- I Developed and executed effective marketing strategies, resulting in increased occupancy and revenue.
- I Supervised all hotel departments, including housekeeping, front office, maintenance, food & beverage, banqueting, communication, and customer satisfaction.
- I Prepared accurate budgets, optimized room rates, and ensured fiscal responsibility through detailed monthly reports to the Director.
- I Interviewed, hired, and trained new staff, effectively resolved employee conflicts, and addressed guest concerns promptly.
- Payroll Management, I do payroll processing and ensured accurate and timely salary disbursements
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Cultivated lasting relationships with key community members via outreach efforts aimed at fostering support for our business among locals.
- Created and managed accurate occupancy forecasts and budgets.
Restaurant Supervisor
African Royal Beach Hotel (Best Western Plus Hot
03.2004 - 12.2006
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- As a dedicated F&B professional, I consistently delivered exceptional customer experiences and drove operational excellence within the department
- I ensure Guest Satisfaction, and I led the F&B team to achieve consistently high customer satisfaction ratings through proactive problem-solving and personalized service.
- I effectively managed customer complaints regarding food quality and service, fostering trust and loyalty.
- I ensure safety and compliance and ensured strict adherence to health and food safety regulations to prioritize guest well-being and comply with legal requirements.
- I developed and delivered comprehensive training programs for new waiter and waitresses, covering essential areas like hygiene, food service, banquet operations, communication, and customer service.
- Through my passion for delivering exceptional experiences and my commitment to excellence, I played a vital role in the success of the F&B department
Restaurant Waiter
Royal Ravico Hotel
03.2002 - 12.2003
- Cultivated warm relationships with regular customers.
- Answered customers' questions, recommended items, and recorded order information.
- I took orders, ensured customer satisfaction, and presented bills promptly.
- I Prepared the dining area for each meal service, maintaining a welcoming and organized atmosphere.
- I Guided customers to their tables, offered knowledgeable wine recommendations, presented wine selections with appropriate glassware, and performed graceful wine pouring.
Restaurant Waiter
Little Acre Hotel
03.2000 - 12.2001
- Cultivated warm relationships with regular customers.
- Answered customers' questions, recommended items, and recorded order information.
- I took orders accurately, ensured customer satisfaction, and presented bills promptly.
- I prepared the restaurant and set tables with meticulous care for each meal service.
- I escorted diners to their tables and offered knowledgeable wine recommendations, tailored to their preferences. Through my attention to detail, efficient service, and commitment to creating a positive dining atmosphere, I contributed to the overall success of the restaurant.
Personal Assistant to the Managing Director
Royal Estate Development Ltd
01.1998 - 12.1999
- Provided regular updates on ongoing projects keeping the Managing Director well-informed about progress and potential challenges.
- Maintained a well-organized filing system allowing easy access to important documents when needed.
- I represent clients in negotiations, advocating for their best interests and ensuring mutually beneficial agreements.
- I coordinate property showings, highlight key features, and generate targeted buyer lists.
- I create compelling property descriptions, implement strategic marketing campaigns, and advise clients on pricing strategies.
- I inspect properties, suggest improvements, and provide expert advice on enhancing marketability.
- I accompany buyers through property inspections, offering expert insights and addressing concerns.
- I analyze mortgage options, secure favorable rates and terms, and guide clients through the financial process.
- I assess client financial situations and creditworthiness to ensure responsible representation.
- I build strong relationships with industry professionals, including attorneys, lenders, and contractors, to provide comprehensive client support.
Education
Associate of Arts - Digital Marketing
ALEPH International, USA
USA09-2023
BBA - International Finance
Accra Business School (CERTIFICATE BY KNUST
ACCRA, GHANA09-2018
No Degree - Advance Certificate in NGO Management
Pan-African Institute of Leadership And Governance
ACCRA, GHANA11-2008
No Degree - Tourism And Hospitality Management
Hospitality Development Institute
ACCRA, GHANA09-2007
Skills
- Work Coordination
- Report Writing
- Strategic Planning
- Innovation and Creativity
- Budgeting and finance
- Community Relations
- Investigation leadership
- Rule Enforcement
- Asset Protection
- Computer knowlegbe
Timeline
Customer Enquiry Officer/Senior Personal Banker
GCB Bank Ghana PLC, MADELA PARK BRANCH
06.2024 - Current
Customer Enquiry Officer
GCB Bank Ghana PLC, SPINTEX ROAD BRANCH
11.2023 - 05.2024
Hotel Manager
Beauty Hotel Accra
01.2021 - 08.2023
Co-Founder Period/Manager of Operations
Property Zone Ghana Ltd
01.2011 - 12.2020
Marketing Executive
Lordship Insurance Brokers
01.2008 - 09.2010
Hotel Manager
: Rod Hotel Apartments
01.2007 - 12.2007
Restaurant Supervisor
African Royal Beach Hotel (Best Western Plus Hot
03.2004 - 12.2006
Restaurant Waiter
Royal Ravico Hotel
03.2002 - 12.2003
Restaurant Waiter
Little Acre Hotel
03.2000 - 12.2001
Personal Assistant to the Managing Director
Royal Estate Development Ltd
01.1998 - 12.1999
Associate of Arts - Digital Marketing
ALEPH International, USA
BBA - International Finance
Accra Business School (CERTIFICATE BY KNUST
No Degree - Advance Certificate in NGO Management
Pan-African Institute of Leadership And Governance
No Degree - Tourism And Hospitality Management
Hospitality Development Institute
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