Hi, I’m
Nii Ayi Welbeck
Summary
Results-driven professional specializing in software implementation and customer relationship management. Enhanced call center functionality and facilitated software deployments while leading teams and managing risks. Improved service capacity by 30% through effective process implementation and client assessments.
Overview
21
years of professional experience
Work History
Union Systems Global LtdAccra
Software Training facilitator/Support and Implementation manager
06.2011 - Current
Job overview
- Facilitated training sessions for new and existing clients on software usage and best practices to promote effective engagement.
- Train customers/users after sales and installation
- Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.
- Clearly communicated objectives for all lessons, units and projects to all participants.
- Consistently received positive trainer evaluations from learners.
- Supported software programming and installations to ensure seamless deployment.
- Provided customer support post-installation to enhance user satisfaction.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Defused volatile customer situations calmly and courteously.
- Conduct research to aid software updates
- Coordinate between client branches and head office server
- Refer unresolved customer grievances to designated departments for further investigation.
- Prepared reports and communication for senior management and clients.
- Initiated rollout of new enterprise software solution for sales reporting.
- Assessed vendor products and maintained positive vendor relations.
- Trained, coached and mentored staff to ensure smooth adoption of the new programme.
Ghana Education ServiceAblekuma Central Sub-Metro
Special assistant to the Officer-In-Charge
10.2010 - 09.2011
Job overview
- Assessed urgency and priorities before accepting or declining appointments and meetings with the OIC.
- Coordinated, scheduled and arranged meeting and travel calendars, including business and social events.
- Coordinated event planning and managed travel and logistical arrangements to ensure successful execution.
- Drafted letters, reports, and official documents to facilitate clear organizational communication.
- Distributed employee notices and ensured proper posting around the office to enhance communication.
- Facilitated learning of ICT concepts to enhance students' digital skills.
- Performed maintenance and troubleshooting on office computers to ensure functionality.
Trust Financial Services
General Operations Manager
11.2008 - 06.2010
Job overview
- Coordinated operational activities across all branches to ensure seamless performance.
- Supervised branch heads, ensuring adherence to company policy guidelines and operational standards.
- Ensure timely preparation of weekly, monthly, and yearly returns
- Executed loan recovery processes, minimizing financial losses and enhancing recovery rates.
- Put up measures to curtail the defaulting of loans by clients
- Final assessment of client for loan approval
- Advise the branch managers on operational issues etc.
- Design of periodic activities for branches
- Periodically check the vault of head office and the branches
Vodafone Ghana Ltd
Customer Service personnel
10.2007 - 01.2008
Job overview
- Facilitated customer purchases of Vodafone products, ensuring a seamless shopping experience.
- Maintained friendly and professional interactions with customers, fostering positive relationships.
- Effectively managed a high volume of inbound and outbound customer calls.
- Executed customer transactions, including bill payments, bank deposits, money orders, and cheques, contributing to operational efficiency.
- Coordinated daily cash reconciliation at a high-volume location.
- Acted professionally and patiently when addressing negative customer feedback.
- Referred unresolved customer grievances to designated departments for further investigation.
Anane Mantey & Co. Chartered Accountants
Audit Trainee
10.2004 - 08.2007
Job overview
- Conducted thorough audits of clients' financial accounts to ensure compliance with regulations.
- Prepared final accounts for micro businesses to ensure accurate financial reporting.
- Advised on statutory payments and returns to maintain compliance with legal obligations.
- Performed initial client assessment and analysis to begin the audit process.
- Researched and updated materials for firm and partners to support audit processes and regulatory adherence.
- Analyzed departmental documents for appropriate distribution and filing.
- Supported Chief Operating Officer with daily operational functions.
- Some of the companies audited include: Consortium, Comptran & Chidsa group, Mabaplast Ghana Limited, Trade Union Congress, Classfam Pharmacy etc.
Education
Pentecost University
Bachelor of Business Administration BSc from Accounting
04-2010
Institute of Professional Studies
ACCA Part 1 from Business
12-2005
Adisadel College
Secondary Education Exam
01-1998
Skills
- Process implementation
- Client assessment
- Report analysis
- Text analysis
- Office software proficiency
- Risk management
- Budgeting and finance
- Team leadership
- Liaison and analysis
- Supervisory experience
- Attention to detail
- Goal achievement
- Negotiation skills
- Self-starter
- Solution orientation
- Customer relationship management
Affiliations
- Information Systems Audit and Control Association (ISACA)
- Association of Certified Anti-Money Laundering Specialist (ACAMS)
- Enterprise Risk Management Institute Ghana
Accomplishments
- Collaborated with team of developers in the development of software for three micro-finance companies (2012)
- Team lead for the successful implementation and installation for Best Point Savings and Loans (2015)
- Head of training and project team member for the successful implementation and installation for GN Bank Liberia (2018)
- Team lead for system upgrade for The Seed Funds Savings & Loans and Golden Pride Savings & Loans (2017 and 2018 respectively)
- Developed a database to keep electronic activities of all activities at Trust Financial Services
- Project team lead and lead facilitator for implementation of banking software for Rokel Commercial Bank (Sierra Leone) 2021/2022
Personal Information
References
- Mr. Eric Magnosen, Project Consultant, Past president ISACA Ghana Chapter, Accra, Greater Accra, Ghana, +232 76 940119
- Mr. Samuel Armarfio, Technical Director of Operations, Union Systems Global Ltd., Accra, Greater Accra, Ghana, +233 246 577894
Hobbies and Interests
- Sports
- Traveling
- Making Friends
- Reading
- Attending meetings
- Counseling
Major Trainings Facilitated
- GN Bank Ghana 2010, 2013, 2015, 2017
- Best Point Savings & Loans 2016
- Golden Pride Savings & Loans 2015, 2018
- GN Bank Liberia 2017
- Equity Savings & Loans 2016
- Golden Link Savings & Loans 2016
- Sierra Leone Commercial Bank 2018, 2020
- Rokel Commercial Bank (Sierra Leone) 2021
Other Courses Attended
- Advanced Financial Crime Investigation and Anti-Money Laundering
- Ghana Stock Exchange Securities Course
- Introduction to Investments
- Corporate Finance
- Securities Trading & Investment Advisory Techniques
- Certificate of Leadership - Christian Walk Bible Institute
Timeline
Software Training facilitator/Support and Implementation manager
Union Systems Global Ltd
06.2011 - Current
Special assistant to the Officer-In-Charge
Ghana Education Service
10.2010 - 09.2011
General Operations Manager
Trust Financial Services
11.2008 - 06.2010
Customer Service personnel
Vodafone Ghana Ltd
10.2007 - 01.2008
Audit Trainee
Anane Mantey & Co. Chartered Accountants
10.2004 - 08.2007
Pentecost University
Bachelor of Business Administration BSc from Accounting
Institute of Professional Studies
ACCA Part 1 from Business
Adisadel College
Secondary Education Exam