PATRICK AGBEZINU
MIS SUPPORT & PERFORMANCE MONITORING & EVALUATION OFFICER
Accra
Summary
Accommodating, determined, and assiduous worker with a proven ability to manage strict deadlines, schedules, and repetitive tasks with a positive, can-do attitude.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
12
12
years of professional experience
9
9
years of post-secondary education
Work History
MIS AND Performance Monitoring, Evaluation Officer
Fidelity Bank
08.2015 - Current
- Provide one-on-one coaching and develop learning and skills development plans for agents
- Ensure regulatory compliance, minimizing risks associated with sensitive information
- Gather customer insights for stakeholders to enhance decision-making
- Drive customer experience improvements through process optimization
- Prepare daily, weekly, monthly, and annual performance reports
- Motivate agents to meet and exceed performance targets
- Ensure adherence to schedules and log all customer issues for resolution
- Assign daily tasks to agents and monitor their completion
- Supervise and monitor team performance
- Activate dormant accounts
Customer Service Officer
Fidelity Bank Ghana Limited
01.2013 - 07.2015
- Led customer on-boarding campaigns to engage customers through phone calls, ensuring accounts are funded
- Resolved customer complaints and requests via phone to ensure satisfaction
- Educated customers on account funding to prevent dormancy
- Assisted back-office staff by logging customer issues for immediate resolution
Education
Bachelor of Arts -
University of Ghana
01.2007 - 01.2011
Part 1 -
Institute of Chartered Accountants
01.2005 - 01.2008
Senior Secondary School Certificate Examination - undefined
Accra Academy
01.2001 - 01.2003
Skills
- Strong interpersonal and communication skills
- Proficient in Microsoft Office Suite
- Excellent customer relations expertise
- Effective teamwork and problem-solving abilities
- Strong organizational and time management skills
- Data collection
- Teamwork and collaboration
- Multitasking Abilities
- Self motivation
- Performance monitoring
- Reliability
Accomplishments
- Awarded twice for excellent performance as a contact center agent
- Received the Rising Star Award for outstanding contributions in the contact center
Personal Information
- Gender: Male
- Nationality: Ghanaian
Timeline
MIS AND Performance Monitoring, Evaluation Officer
Fidelity Bank
08.2015 - Current
Customer Service Officer
Fidelity Bank Ghana Limited
01.2013 - 07.2015
Bachelor of Arts -
University of Ghana
01.2007 - 01.2011
Part 1 -
Institute of Chartered Accountants
01.2005 - 01.2008
Senior Secondary School Certificate Examination - undefined
Accra Academy
01.2001 - 01.2003
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