Cooking
RUKAYATU AGBO
ACCRA
Summary
Dynamic professional with a proven track record at Agricultural Development Bank, excelling in software implementation and client relationship management. Leveraged teamwork, adaptability, and problem-solving skills to enhance client satisfaction and drive continuous improvement. Achieved significant enhancements in service delivery and process efficiency, underscoring a commitment to excellence and innovation.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
1
1
Training on project management
1
1
Essential skills in managing digital age
1
1
Training on customer service
1
1
Harnessing emerging technologies for career advancement
Work History
Implementation Officer
Agricultural Development Bank
Accra, Ghana
2015 - Current
- Adapted to evolving client requirements by remaining flexible and accommodating changes in scope, budget, or timelines as needed.
- Developed tailored solutions for clients based on their unique needs while maintaining compliance with industry regulations and company policies.
- Mitigated risks during implementations by proactively identifying potential issues and developing contingency plans accordingly.
- Evaluated new technologies to drive continuous improvements in implementation processes, ultimately enhancing client satisfaction levels.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Conducted post-implementation reviews to identify areas for improvement and implement best practices throughout the organization.
- Ensured successful handoffs from sales teams to implementation teams by facilitating effective communication channels and setting clear expectations for all parties involved.
- Supported ongoing professional development among team members through coaching, mentoring, and providing constructive feedback on performance evaluations.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Assisted in the development of comprehensive training materials, ensuring seamless transitions for clients during implementation phases.
- Managed multiple projects concurrently, consistently meeting deadlines and exceeding client expectations.
Customer Service Officer
Agricultural Development Bank
06.2010 - 01.2015
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Delivered prompt service to prioritize customer needs.
- Implemented and developed customer service training processes.
Lead Teller
Agricultural Development Bank
kumasi, accra
09.1998 - 03.2005
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
- Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
- Replenished ATM funds in empty canisters prior to validation process.
- Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
- Developed rapport with clientele by delivering personalized services that addressed specific financial needs.
- Enhanced customer satisfaction by efficiently managing transactions and addressing inquiries.
- Boosted branch sales with proactive product recommendations based on customer needs.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Collaborated with other departments to resolve complex issues, enhancing the overall banking experience for clients.
- Exceeded cross-selling goals by effectively communicating product benefits tailored to customers'' unique financial situations.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Introduced customers to other bank team members to help meet financial needs.
- Implemented security measures to protect sensitive client information and financial assets from potential fraud or theft.
- Mentored newly hired team members on appropriate responses to patron questions.
- Assisted in achieving audit compliance, rigorously following internal policies and external regulations.
- Increased referral rates to other bank services by educating customers on available financial products.
- Reduced transaction errors, meticulously adhering to compliance and verification protocols.
- Contributed to significant reduction in wait times by optimizing staff allocation and resources.
- Cross-sold credit cards, loans and other bank products.
Education
MBA - Human Resources Management
Ghana Institute of Management And Public Admin
Accra04.2012
Bachelor of Arts - MANAGEMENT STUDIES
CENTRAL UNIVERSITY COLLOGE
MATAHEKO/MEWCHO05.2010
Skills
- Software Implementation
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Excellent Communication
- Active Listening
- Multitasking Abilities
- Adaptability and Flexibility
- Relationship Building
- Interpersonal Skills
- Client Relationship Management
- Continuous Improvement
- Trend Analysis
Interests
Reading and watching movies
Dancing
Timeline
Implementation Officer
Agricultural Development Bank
2015 - Current
Customer Service Officer
Agricultural Development Bank
06.2010 - 01.2015
Lead Teller
Agricultural Development Bank
09.1998 - 03.2005
MBA - Human Resources Management
Ghana Institute of Management And Public Admin
Bachelor of Arts - MANAGEMENT STUDIES
CENTRAL UNIVERSITY COLLOGE
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