Overview
Work History
Education
Skills
Languages
Websites
References
Timeline
Generic

NATASHA KISSI-DANKWA

ACCRA

Overview

3
3
years of professional experience

Work History

Customer Support Executive

IZWE SAVINGS AND LOANS
ACCRA
07.2016 - 07.2019
  • Documented client issues and communicated findings to management.
    Resolved client queries related to products and services.
    Ensured timely closure of all support tickets.
    Escalated complex issues to management for further resolution.
    Converted inbound calls into loan, savings, or investment opportunities, forwarding leads to appropriate departments.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Mentored junior team members and managed employee relationships.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Participated in regular meetings with other departments.
  • Managed customer accounts using CRM software tools.
  • Answered customer inquiries via phone, email, and chat.
  • Contributed ideas for process improvements within the team.
  • Responded to customer inquiries via phone, email and chat.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Updated databases with new and modified customer data.
  • Developed strategies to improve customer service experience.
  • Assisted customers with product selection based on their individual needs and preferences.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Branch Financial Sales Consultant

IZWE SAVINGS AND LOANS
ACCRA
05.2018 - 05.2019
  • Provided expert advice to clients regarding product and service offerings.
    Facilitated loan processing to ensure efficient disbursement according to established guidelines.
  • Assisted in developing training materials for new staff members.
  • Developed new practices to increase efficient delivery of commodities and product process compliance.
  • Discussed client financial options to keep customers informed regarding transactions.
  • Participated in team meetings discussing progress towards goals and objectives.
  • Supported product change requests to communicate impact on capacity plans.
  • Provided advice and guidance on banking products, investments and insurance policies to customers.
  • Promoted new products and services to existing customers.
  • Ensured all documents related to customer transactions were accurate and up-to-date.
  • Discussed ideas and strategies to improve operational efficiency, adding value and aiding business performance for continuous improvement.
  • Executed financial due diligence before loan disbursement.

Investment Cordinator

IZWE SAVINGS AND LOANS
ACCRA
07.2017 - 05.2018
  • Efficiently processed investment forms for both new and existing clients.
    Guaranteed timely payments to clients across various investment portfolios.
    Sent investment certificates to corporate and individual clients in both digital and physical formats.
    Transformed inbound calls into profitable investment, savings, or loan opportunities.
  • Resolved customer complaints or answered customers' questions.
  • Ensured compliance with company policies and procedures related to project management activities.

Education

Master of Science - Accounting And Finance

University of Ghana Business School
LEGON; ACCRA GHANA
01-2022

Bachelor of Arts - Information Studies

University of Ghana
LEGON; ACCRA GHANA
05-2016

High School Diploma -

ACCRA GIRLS SENIOR HIGH SCHOOL
ACCRA GHANA
10-2012

Skills

  • Building Database system using SQL
  • Customer service and support
  • CRM software proficiency
  • Ticket resolution
  • Complaint management
  • Product knowledge
  • Team collaboration
  • Loan processing
  • Financial analysis
  • Relationship management
  • Investment processing
  • Operational efficiency
  • Client communication
  • Data management
  • Problem solving
  • Process improvement
  • Statement reconciliation
  • Client retention

Languages

English
Native language
English
Upper Intermediate (B2)
B2

References

References available upon request.

Timeline

Branch Financial Sales Consultant

IZWE SAVINGS AND LOANS
05.2018 - 05.2019

Investment Cordinator

IZWE SAVINGS AND LOANS
07.2017 - 05.2018

Customer Support Executive

IZWE SAVINGS AND LOANS
07.2016 - 07.2019

Master of Science - Accounting And Finance

University of Ghana Business School

Bachelor of Arts - Information Studies

University of Ghana

High School Diploma -

ACCRA GIRLS SENIOR HIGH SCHOOL

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NATASHA KISSI-DANKWA