MARCUS POKU NYANTAKYI
Accra
Summary
Driven professional with a proven track record of enhancing the customer base in online banking by 10% at FBN Bank. Recognized for effective education and support of customers, resulting in increased satisfaction and loyalty. Proficient in Microsoft Office Suite and Project Management, enabling efficient collaboration and task prioritization. Demonstrated expertise in revenue forecasting and research, delivering significant contributions to previous employers such as Ghana Revenue Authority. Developed strong skills in virtual customer support, excelling in communication, problem resolution, and ensuring customer satisfaction. Seeking to leverage experience in managing customer interactions and utilizing digital tools to transition into a new field. Committed to making positive contributions within collaborative and customer-focused environments.
Overview
3
3
years of professional experience
Work History
Research Associate
Ghana Revenue Authority
11.2023 - 10.2024
- Prepared various research strategies for monitoring revenue
- Researched the impacts of electronic sources of Revenue for the Authority
- Assisted in researching about the impacts of restructuring for The Authority
- Championed a customer-centric approach to service delivery, fostering strong relationships with clients and consistently exceeding their expectations.
- Collaborated with a team of service professionals to ensure timely and effective resolution of customer issues.
- Collaborated with sales teams to identify upselling opportunities within existing client accounts, boosting revenue generation efforts.
- Developed training programs for technicians, resulting in improved efficiency and productivity.
Corporate Intern
FBN Bank
06.2022 - 09.2022
- Increased online banking customers by 10% through education on the need for the FBN mobile application and assisted them in setting up the application through phone calls and in the banking hall
- Assisted 25 customers in accessing their bank statements daily, and issued and returned chequebooks
Corporate Intern
Ecobank Ghana
05.2021 - 09.2021
- Assessed daily records of receipt and expenditure using Microsoft Excel
Education
Bachelor of Science - Information and Communication Technology
Ghana Institute of Management and Public Administration
07.2023
Skills
- Microsoft Office Suite
- Effective Communication
- Team player
- Excellent time management skills
- Conflict management
- Customer Service
- Task Preparation
- Documentation skills
- Statistical modeling
- Questionnaire building
- Research presentation
- Research program planning
Activities
- Literature
- Art
- Travel
Languages
English
Bilingual or Proficient (C2)
Timeline
Research Associate
Ghana Revenue Authority
11.2023 - 10.2024
Corporate Intern
FBN Bank
06.2022 - 09.2022
Corporate Intern
Ecobank Ghana
05.2021 - 09.2021
Bachelor of Science - Information and Communication Technology
Ghana Institute of Management and Public Administration
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