NANA YAW DUAH
ACCRA
Summary
Results-driven banking professional with expertise in digital customer experience, sales management, and service quality. Proven success in driving 30% revenue growth, boosting SLA compliance by 20%, and enhancing customer satisfaction through data-driven solutions and digital adoption..
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Experience Manager -Virtual Banking
Absa Bank, Ghana
11.2024 - Current
- Spearheading initiatives to drive exceptional digital customer experiences through continuous service quality enhancement.
- Overseeing customer experience surveys and managing service level agreements (SLAs) to ensure compliance and high performance across virtual banking channels.
- Leveraging data-driven insights to identify gaps, streamline processes, and deliver customer-centric solutions that improve efficiency and satisfaction.
- Championing digital adoption and innovative service quality practices to strengthen Absa’s virtual banking proposition.
Prestige Banker
Absa Bank, Ghana
11.2023 - 10.2024
- Delivered tailored financial solutions to affluent clients, prospects, and existing customers, driving a 25% increase in portfolio growth and strengthening client retention.
- Directed and executed sales policies and initiatives, contributing to a 30% rise in revenue within the affluent banking segment.
- Developed and implemented short- and long-term sales strategies, achieving 95% of monthly and annual sales targets.
- Recommended and launched product and service enhancements that improved customer satisfaction scores by 20% and expanded cross-selling opportunities.
- Strengthened profitability by expanding client pipelines, successfully converting 40% of high-value prospects into active customers.
Personal Banker
Absa Bank, Ghana.
01.2021 - 10.2023
- Devised strategies and techniques necessary for achieving sales targets.
- Set short- and long-term sales strategies and evaluated the effectiveness of current sales programs.
- Provided financial solutions to prospects and existing customers, managing a portfolio of over 600 customers.
- Directed and oversaw the organization’s sales policies, objectives, and initiatives.
- Recommended product and service enhancements to improve customer satisfaction and sales potential.
- Increased sales revenue by over 30% through the development and implementation of effective sales strategies.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
CUSTOMER SERVICE ADVISOR
Absa Bank
01.2019 - 12.2020
- Handled customer's routine enquiries and complaints concerning Bank's services and identifying ways of minimizing complaints from customers
- Performed specialized tasks such as preparing personal money orders, and exchanging foreign currency
- Arranged opening, closing and transfer of accounts as well as input and amendment of customer account details
- Actioned customer instructions such International transfers (Swift transfer E17)
- Leveraged CRM tools to track customer interactions, ensuring seamless communication across multiple channels.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
CUSTOMER EXPERIENCE EXCUTIVE
Barclays Bank Limited
01.2016 - 12.2018
- Provided clear direction of Customer Service objectives and prioritized excellent service into business performance measures
- Created sense of urgency and excitement around Vision and values and ensure individuals actions, processes and practices are aligned
- Undertook customer servicing initiatives/requirements for face to face customers
- Undertook in-branch marketing, special campaigns and promotions.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores 90%.
- Analyzed data on customer interactions to identify trends and areas for improvement, leading to increased customer loyalty.
TUTOR
Compassion International Ghana
03.2010 - 09.2017
- Taught children in areas of physical, socio-emotional and cognitive
- Tutored students individually or in small groups to develop literacy, numeracy and study skills
- Kept records of attendance, tutorial sessions and monitoring student progress over time.
NATIONAL SERVICE PERSONNEL
Ghana Revenue Authority
08.2014 - 10.2015
- Debt management and evaluation of taxpayers PAYE
- Preparation of monthly reports on PAYE taxes
- Prepared and submited reports on PAYE Taxpayers defaulters.
Education
Master of Science - Industrial Finance And Investment
Kwame Nkrumah University of Science And Technology (KNUST)
11.2023
Bachelor of Arts - Industrial And Organizational Psychology
University of Ghana, Legon
06.2014
W. A. S. S. C. E. -
West Africa Senior High School
05.2009
Skills
- Contract Negotiation and Project Management
- Financial Markets and Corporate Finance
- Ability to maintain effective working relations, both as team member and leader
- Marketing and sales strategy
- Client relations and Customer service management
- Knowledge in Financial analysis and investment banking
- Proficient Microsoft Office (Excel, PowerPoint, Word, Access and Outlook) User
Certification
- ALX AiCE - AI Career Essentials
- Digital Transformation 3.0- AI Unleashed: Building a Roadmap (Udemy)
- Leadership: practical leadership skills (Udemy)
Timeline
Customer Experience Manager -Virtual Banking
Absa Bank, Ghana
11.2024 - Current
Prestige Banker
Absa Bank, Ghana
11.2023 - 10.2024
Personal Banker
Absa Bank, Ghana.
01.2021 - 10.2023
CUSTOMER SERVICE ADVISOR
Absa Bank
01.2019 - 12.2020
CUSTOMER EXPERIENCE EXCUTIVE
Barclays Bank Limited
01.2016 - 12.2018
NATIONAL SERVICE PERSONNEL
Ghana Revenue Authority
08.2014 - 10.2015
TUTOR
Compassion International Ghana
03.2010 - 09.2017
Bachelor of Arts - Industrial And Organizational Psychology
University of Ghana, Legon
W. A. S. S. C. E. -
West Africa Senior High School
Master of Science - Industrial Finance And Investment
Kwame Nkrumah University of Science And Technology (KNUST)
References
References are available upon request
Similar Profiles
FRANCIS AMOAKOFRANCIS AMOAKO
Senior Finance Business Partner at BARCLAYS BANK GHANA/ABSA BANK GHANA LTDSenior Finance Business Partner at BARCLAYS BANK GHANA/ABSA BANK GHANA LTD
NICHOLINA MARTEKO LARSEYNICHOLINA MARTEKO LARSEY
KYC OFFICER AND ACCOUNT PROCESSOR at ABSA BANK GHANAKYC OFFICER AND ACCOUNT PROCESSOR at ABSA BANK GHANA
ELVIS BOAPEAHELVIS BOAPEAH
Direct Sales Manager at ABSA BANK GHANA; Www.absa.com.ghDirect Sales Manager at ABSA BANK GHANA; Www.absa.com.gh
David AfolayanDavid Afolayan
Professional Photographer at David AfolayanProfessional Photographer at David Afolayan
Karikari EmmanuelKarikari Emmanuel
HR Administrative Assistant at University of Ghana, LegonHR Administrative Assistant at University of Ghana, Legon