MONICA AMADU
Accra
Summary
Dynamic professional with extensive experience at Ecobank, excelling in sales administration and customer retention strategies. Proven track record in cross-selling and strategic planning, enhancing client engagement and satisfaction. Adept at inter-departmental collaboration, leveraging electronic payment processing to drive business growth and improve service delivery.
Overview
24
24
years of professional experience
Work History
Advantage and Diaspora Relationship Officer
Ecobank
Accra
01.2020 - Current
- Reviewed client files to identify cross-selling opportunities and maximize revenue.
- Educated clients on products, services, and special offers to drive engagement.
- Maintained accurate records of client interactions in CRM system for future reference.
- Tracked client needs to recommend relevant products and enhance service delivery.
- Collaborated with marketing teams to discover new audience segments and business prospects.
- Communicated client feedback to leadership to address areas requiring improvement.
- Evaluated consumer data to identify gaps and propose strategic enhancements.
- Nurtured positive customer relationships to increase satisfaction and foster loyalty.
Universal and Diaspora Relationship Officer
Ecobank Direct
Accra
02.2014 - 12.2019
- Account opening and Investment management for diasporas.
- Implemented Convenient banking for persons living abroad.
- Supported as team member in rolling out and implementation of the first digital banking system within the bank.
- Team member of the office support team that was set up in the Ecobank Direct Department and offered support to other branches.
- Part of the first team to implement cash deposits on the ATM and conducted training for staff accordingly.
- Temporarily managed two branches concurrently.
- Kept records of all contact with clients using CRM system.
- Reviewed client files to identify opportunities for cross selling.
- Kept track of current and potential clients needs to recommend new applicable products and services.
- Educated customers about company products, services and special offers.
- Built productive stakeholder relationships to increase engagement with customer activity.
- Liaised with marketing teams to identify new audience and business opportunities.
- Maintained detailed knowledge of company offerings to recommend appropriate products to clients.
Ecobank Representative for the Lean Project
Ecobank Ghana
Accra
04.2011 - 02.2014
- Liaised with the team to streamline the banks processes and procedures.
- Analyzed existing bank processes, identifying inefficiencies, redundancies, and bottlenecks.
- Created detailed process maps to visualize and document the workflow, ensuring a comprehensive understanding of processes.
- Collaborated with team members and stakeholders to identify and address areas for improvement within the bank's processes.
- Analyzed data and performance metrics to pinpoint specific pain points and opportunities for optimization.
- Stayed abreast of technological advancements relevant to banking processes.
- Identified and implemented opportunities to integrate new technologies or upgrade existing systems to streamline and automate processes.
- Worked closely with cross-functional teams, including IT, customer service, compliance, and management, fostering a collaborative and innovative environment.
- Communicated effectively with team members to ensure a shared understanding of processes.
- Proposed and implemented process improvements based on analysis and identified opportunities.
- Collaborated with stakeholders to ensure smooth implementation of changes and monitored the impact on operational efficiency.
- Developed and implemented quality control measures to maintain or improve the quality of services provided by the bank.
- Established key performance indicators (KPIs) to measure the success of process improvements.
- Provided training and support to team members on new or revised processes.
- Ensured that all team members were familiar with and adhered to updated procedures and workflows.
- Worked closely with compliance teams to ensure that streamlined processes adhered to regulatory requirements.
- Implemented risk management strategies to minimize the potential for errors or fraudulent activities.
- Established a system for ongoing monitoring and evaluation of streamlined processes.
- Regularly assessed the effectiveness of implemented changes and made adjustments as necessary.
- Kept the customer experience in mind when streamlining processes, aiming to improve service delivery and overall satisfaction.
- Gathered feedback from customers and incorporated their perspectives into process improvement initiatives.
- Maintained comprehensive documentation of streamlined processes.
- Generated regular reports on process performance, identifying trends and areas for further improvement.
Corporate Services Officer
Ecobank
Accra
08.2010 - 03.2011
- Answering Customer Enquiries
- Back up for Account relationship officers
- Processing of customer account referrals
- Internet Banking Setup
- Writing Call Memos
- Preparation of BIRs
- Preparation of PPs
- Processing of Loan draw downs
- Routine memos for FX conversions
- Following up with customers to clear overdrawn positions on accounts
- Marketing products of the bank to customers who walk in.
Customer Service Officer
Ecobank
Tudu & Legon Branches
09.2008 - 07.2010
- Account Opening
- Cheque Books and ATM Requisition
- Bankers Draft Preparation
- Funds Transfer Processing
- Update of Client records
- Internet Banking Setup
Customer Service Officer
Ecobank Ghana
Accra
08.2007 - 08.2008
- Account Opening
- Cheque Books and ATM Requisition
- Bankers Draft Preparation
- Funds Transfer Processing
- Update of Client records
- Internet Banking Setup
Officer Intern
Silver Star Tower
08.2006 - 08.2007
- Underwent training in the following
- Provision of full range backoffice support
- Account Opening
- Outward and Inward Clearing Cheques
- Issuing Cheque Books and ATM cards
- Western Union Money Transfer
Graduate Intern
Social Security and National Insurance Trust
Accra
05.2006 - 07.2006
- Roll overs and Bond Securities
- Data Cleaning and editing
- Pensioners Benefit Processing
- Pensioners Loan Processing
- Understood industry best practices to provide helpful, reliable team support.
- Evaluated risk and generated mitigation strategies to improve timely project delivery.
Assistant Research
Renewable Energy Development Project
Accra
01.2001 - 12.2001
- Project Finance Outsourcing
- Solar Panel Installment Financing
Education
Master of Business Administration - Management - MBA
University of East London
East London05.2025
B.Sc Banking and Finance - Banking & Finance
Central University College
Accra, Ghana01.2006
Skills
- Sales administration and support
- Customer retention strategies
- Online demonstration tools
- Strategic planning
- Business development
- Cross-selling techniques
- Inter-departmental collaboration
- Electronic payment processing
- Contract management
- Campaign development
- Promotions planning
References
Available upon request
Timeline
Advantage and Diaspora Relationship Officer
Ecobank
01.2020 - Current
Universal and Diaspora Relationship Officer
Ecobank Direct
02.2014 - 12.2019
Ecobank Representative for the Lean Project
Ecobank Ghana
04.2011 - 02.2014
Corporate Services Officer
Ecobank
08.2010 - 03.2011
Customer Service Officer
Ecobank
09.2008 - 07.2010
Customer Service Officer
Ecobank Ghana
08.2007 - 08.2008
Officer Intern
Silver Star Tower
08.2006 - 08.2007
Graduate Intern
Social Security and National Insurance Trust
05.2006 - 07.2006
Assistant Research
Renewable Energy Development Project
01.2001 - 12.2001
Master of Business Administration - Management - MBA
University of East London
B.Sc Banking and Finance - Banking & Finance
Central University College
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