Hi, I’m
Samuel Avornyo
Accra
Summary
Motivated professional with a proven record of success in the Banking industry, adept at balancing team performance, customer service targets, and business objectives. With over 18 years of experience contributing to the development of customer experience in 3 different banks, dedicated to maximizing productivity and optimizing procedures through close collaboration with employees. Decisive leader with strong planning and organizational skills.
Overview
24
years of professional experience
1
Certification
Work History
Universal Merchant Bank Ghana LtdAccra
Manager Contact Centre
09.2014 - Current
Job overview
- Set up the contact center from scratch.
- Developed manuals to run the center.
- Made inputs in deciding on the software for the center.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Conducts surveys to obtain useful feedback from customers to drive decision making.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Organized special events, such as training sessions, for employees.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Implemented quality control measures to uphold company standards.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Proposed or approved modifications to project plans.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Analyzed business performance data and forecasted business results for upper management.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Served as the bank's Ombudsman, representing the Bank with the regulator.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Produced thorough, accurate and timely reports of project activities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Fidelity Bank Ghana LtdAccra
Manager, Contact Centre
12.2012 - 08.2014
Job overview
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Monitored staff performance and addressed issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Facilitated team meetings and workshops to foster collaboration and share best practices.
Barclays Bank Ghana LtdAccra
Contact Centre Complaint and Data Analyst
07.2007 - 12.2012
Job overview
- Analyzed large datasets to identify trends, patterns and correlations for business insights.
- Provided data-driven solutions to support decision making.
- Translated raw data into meaningful information using statistical techniques.
- Established root causes to problems and resolved them permanently.
- Generated reports and obtained data to develop analytics on key performance and operational metrics.
- Called and interacted with hundreds of customers on a daily basis.
Queen Jane SchoolAccra
English Teacher
10.2004 - 06.2007
Job overview
- Provided feedback on written assignments submitted by students.
- Encouraged self-expression among learners through oral presentations or role plays.
- Conducted classroom activities to encourage student engagement in language learning and speech writing.
- Designed assessments to monitor student progress in English language development.
- Provided individualized instruction for struggling students.
- Encouraged active participation in group discussions about literature.
- Created lesson plans, handouts, and other materials for teaching English grammar, reading comprehension, and creative writing skills.
- Assessed student performance through tests, quizzes, and other forms of assessment.
- Maintained records of student progress by monitoring grades throughout the year.
- Counseled parents and students in their various subject areas, and also in the choice of the second cycle schools.
Presbyterian Secondary Commercial SchoolAccra
Science Teacher
10.2002 - 09.2004
Job overview
- Conducted laboratory experiments to demonstrate scientific concepts.
- Provided individualized instruction to help struggling students understand complex topics.
- Advised students on college applications related to science fields and careers.
- Supervised extracurricular clubs focused on various aspects of science education.
- Was the secretary of the Parent-Teacher Association.
- Met with parents and guardians to discuss student progress and areas for improvement.
State Insurance Company LtdAccra
Insurance Agent
02.2002 - 08.2002
Job overview
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Assessed customer risk levels and recommended appropriate coverage options.
- Conducted research to identify competitive rates and benefits offered by other providers.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Developed relationships with new clients through cold calling and referrals from existing customers.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
National Service Secretariat/Tamale Secondary SchoolTamale
Science Teacher(National Service)
09.2000 - 09.2001
Job overview
- Created a classroom environment that encourages curiosity and critical thinking.
- Evaluated student performance through tests, quizzes, and projects.
- Maintained accurate records of student progress in accordance with school policy.
- Collaborated with other teachers to plan interdisciplinary activities and field trips.
- Encouraged students to pursue higher-level research opportunities outside the classroom.
Education
Ghana Institute of Management And Public Admin, Accra Ghana
MBA from Finance
08-2019
Ghana Institute of Management And Public Admin, Accra
PGDBA from Finance
12-2014
University of Cape Coast, Cape Coast, Ghana
Bachelor of Science from General Agriculture
08-2000
Presby Boys' Secondary School, Accra, Ghana
SSCE from Agriculture Science
11-1994
Skills
- Marketing
- Workforce Management
- Financial Management
- Contract Management
- Strategic Planning
- Policy Implementation
- Staff Development
- Performance Management
- Business Planning
- Performance Evaluations
- Verbal and written communication
- Team Leadership
- Customer Relationship Management (CRM)
- Schedule Preparation
- Complex Problem-Solving
- Staff Management
- Cross-Functional Teamwork
- Business Analytics
- Staff Training and Development
- Brand Management
- Negotiation
- Lead Generation
- Key Performance Indicators
Affiliations
- Pastor Christ Turning Point Chapel International, Nungua Estate Branch
- Secretary VIDEM MInistries
- Counselor, Restore Foundations
Languages
Ewe
First Language
English
Proficient (C2)
C2
Ga
Proficient (C2)
C2
Twi
Elementary (A2)
A2
Certification
- Gazetted Reverend Minister
- Certificate in Business Analytics
- Customer Experience Professional Certification
References
References available upon request.
Accomplishments
Successfully set up a Contact Centre for the Universal Merchant Bank. From selection of software, to training and then to preparation of policies and manuals.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Manager Contact Centre
Universal Merchant Bank Ghana Ltd
09.2014 - Current
Manager, Contact Centre
Fidelity Bank Ghana Ltd
12.2012 - 08.2014
Contact Centre Complaint and Data Analyst
Barclays Bank Ghana Ltd
07.2007 - 12.2012
English Teacher
Queen Jane School
10.2004 - 06.2007
Science Teacher
Presbyterian Secondary Commercial School
10.2002 - 09.2004
Insurance Agent
State Insurance Company Ltd
02.2002 - 08.2002
Science Teacher(National Service)
National Service Secretariat/Tamale Secondary School
09.2000 - 09.2001
- Gazetted Reverend Minister
- Certificate in Business Analytics
- Customer Experience Professional Certification
Ghana Institute of Management And Public Admin
MBA from Finance
Ghana Institute of Management And Public Admin
PGDBA from Finance
University of Cape Coast
Bachelor of Science from General Agriculture
Presby Boys' Secondary School
SSCE from Agriculture Science
Similar Profiles
NATHAN KWAKYENATHAN KWAKYE
Head, Energy & Power Unit at Universal Merchant Bank LimitedHead, Energy & Power Unit at Universal Merchant Bank Limited
Mary BaffoeMary Baffoe
Relationship Officer at Universal Merchant BankRelationship Officer at Universal Merchant Bank
Julliet AdjeiJulliet Adjei
Customer service Personnel at Universal Merchant Bank (UMB)Customer service Personnel at Universal Merchant Bank (UMB)