ROSEMARY AMA OWUSU
Accra
Summary
Dynamic customer service professional with over ten years of experience in delivering exceptional support and innovative solutions. Strong emphasis on team collaboration, adaptability, and achieving measurable results consistently drives success in fast-paced environments. Expertise in problem-solving, communication, and customer relationship management complements a proven ability to lead teams toward operational efficiency and excellence. Recognized for championing initiatives that enhance organizational performance while maintaining flexibility to meet evolving business needs.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Self Employed, Ultimate Waitering Services
08.2025 - Current
- Led cross-functional teams to streamline operational workflows and enhance productivity to 50%.
- Developed and implemented strategic initiatives for process improvement and efficiency gains.
- Mentored 5 junior staffs, fostering professional growth and enhancing team performance.
- Analyzed market trends to inform strategic planning and resource allocation decisions.
- Oversaw staffing and training for high-quality service delivery in event management.
- Developed and implemented operational procedures to enhance service efficiency.
Bank Teller
Bank Of Africa
04.2023 - 01.2025
- Processed customer transactions efficiently, ensuring accuracy in deposits, withdrawals, and payments.
- Assisted customers with account inquiries, providing exceptional service and resolving issues promptly.
- Educated clients on banking products, enhancing their understanding of services available to them.
- Collaborated with team members to streamline workflow processes, improving overall branch efficiency by 25%.
- Maintained cash drawer integrity through meticulous balancing and reconciliation practices.
- Answered over 30 customers inquiries regarding account balances, transaction history, services charges, and interest rates.
Customer Service Officer
Ghana Commercial Bank
07.2018 - 02.2023
- Establish strong credibility with customers by providing accurate information to address concerns regarding their accounts and other bank products, resulting in achieving the highest rate of customer loyalty and retention.
- Ensured customer satisfaction by connecting with account managers and loan officers to improve their customer service experience.
- Processed account transfers and opened 86 new accounts with limited supervision and a high level of accuracy.
- Exceeded annual goals by 30% aggressively selling the bank's new products (bancassurance) and services to counter customers.
- Answered 45 plus customers with various questions and concerns related to their accounts and bank products by the close of business.
- Managed 50 transactions accurately, ensuring adherence to bank procedures and policies.
- Delivered exceptional customer support, resolving inquiries and complaints efficiently by 15%.
Client Relationship Officer
Unibank Ghana Limited
04.2016 - 05.2018
- Successfully cross-sold insurance products to 80% of the existing bank customer portfolio, enhancing customer value and bank revenue.
- Resolved 99% of customer issues at the first point of contact, leading to an improved customer satisfaction score.
- Maintained a policy persistency ratio of over 85%, demonstrating quality business sourcing and effective post-sales services.
- Achieved 100% of the annual premium target for the assigned bank branch in the last fiscal year.
- Increased the number of active selling bank staff by 55% through targeted training and engagement initiatives.
- Ensured 100% compliance with KYC and AML guidelines in client onboarding, resulting in zero audit exceptions for the department.
Food and Beverage Supervisor
Love Light Event Center
04.2013 - 04.2016
- Supervised food and beverage operations, ensuring adherence to safety and quality standards.
- Trained and mentored 8 staffs on service excellence and operational procedures.
- Coordinated inventory management, optimizing stock levels and minimizing waste by 15%.
- Implemented menu changes based on customer feedback to enhance dining experience and customer satisfaction rate by 65%.
- Analyzed customer satisfaction surveys to identify areas for improvement in service delivery.
- Developed schedules to ensure adequate coverage during peak service times.
Education
Associate Diploma - Business Administration
Kumasi Technical University
Kumasi, Ghana01.2013
High School Diploma -
IPMC
Kumasi08.2009
High School Diploma -
St. Monica's Senior High School
Kumasi, Ghana04.2008
Skills
- Outstanding customer support
- Dedicated work ethic
- Professional demeanor
- Strong time management
- Cash management expertise
- Approachable demeanor
- Accurate transaction processing
- Goal-oriented focus
- Resilience under pressure
- Accurate financial record keeping
- Client engagement strategies
- Strong verbal communication
- Effective multitasking
- Regulatory adherence
- Effective team coordination
Accomplishments
- Earned Best worker for outstanding customer service.
- Achieved and exceeded sales and premium target.
- Cross-selling and upselling – Identifying opportunities to cross-sell additional banking and insurance products to existing and new clients, thereby increasing the overall customer value and bank revenue.
- Telephone Service – Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution – Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Business development - Successfully acquiring new clients and expanding the business portfolio by effectively promoting bank products to the bank's customer base.
Additional Information
Hobbies
Networking, exploring sight and events, Reading. Listening to music and cooking
Languages
English
Advanced (C1)
References
- Eugenia, Agbemakor, Operations Manager, 0244213772, Unibank Ghana Limited
- Richard, Siaw, Customer Service Manager, 02446426087, Ghana Commercial Bank
- Elipklim, Kplinego, Customer Service Manager, 0244746481, Bank of Africa
- Justina, Mensah, Cash Management Manager, 0243446454, Bank of Africa
HOBBIES
Networking, exploring sights and events, Reading, Listening to music, Cooking.
COMPUTER SKILLS
- Microsoft (Office, Word, Excel, PowerPoint, Windows, Outlook)
- Google Workspace (Docs, Drive, Sheets, Slides, Forms)
Timeline
Customer Service Manager
Self Employed, Ultimate Waitering Services
08.2025 - Current
Bank Teller
Bank Of Africa
04.2023 - 01.2025
Customer Service Officer
Ghana Commercial Bank
07.2018 - 02.2023
Client Relationship Officer
Unibank Ghana Limited
04.2016 - 05.2018
Food and Beverage Supervisor
Love Light Event Center
04.2013 - 04.2016
Associate Diploma - Business Administration
Kumasi Technical University
High School Diploma -
IPMC
High School Diploma -
St. Monica's Senior High School