Selase Dagadu
Member & Client Relation Officer
Dansoman,Accra
Summary
Qualified Client Relations Officer with eight (8) years working experience, a results-driven professional focused on delivering exceptional support for customer needs. Successfully manage concerns and resolve conflicts to maximize customer satisfaction. Offer strong background in customer relations and communication. Knowledgeable and dedicated customer service professional with extensive experience in pension industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
14
14
years of post-secondary education
1
1
Language
Work History
Member & Client Services Officer
Social Security and National Insurance Trust, SSNIT (Weija Branch)
01.2020 - Current
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learn and maintain in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Handle complaints with prompt, courteous service to uphold professional reputation.
- Maintain good public image of SSNIT.
- Ensure to improve processes and services provided.
- Ensure to deliver prompt responses to inquiries and requests from prospective customers by way of prioritizing customer needs.
- Recommend specific products and services in alignment with individual needs, requirements and specifications.
- Follow up with customers about resolved issues to maintain high standards of customer service.
- Exhibit high energy and professionalism when dealing with clients and staff.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming and positive experiences.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Compliance Officer
Social Security and National Insurance Trust (Weija Branch)
09.2018 - 01.2020
- Responded to employee inquiries regarding compliance regulations and procedures.
- Advised clients on compliance issues, violations and investigations, as well as potential remedies and required actions.
- Conducted regular auditing and inspection of establishments (companies) registered with SSNIT to identify areas of improvement.
- Ensured that employers or business owners complied with regulations of the National Pension Scheme Act, (ACT 766).
- Registered new establishments and workers unto the SSNIT Pension Scheme.
- Conducted public education on benefits associated with the Pension Scheme and the need to enroll.
- Warned violators of infractions or penalties.
Team Lead
Social Security and National Insurance Trust (SSNIT), Contact Centre
09.2015 - 08.2018
- Provided excellent quality services to stakeholders, members of the scheme and the public at large through well detailed and organized practices, processes and procedures.
- Maintained good public image of SSNIT.
- Reported on all statistics of the unit to management for decision making.
- Coached team members in techniques necessary to complete job tasks.
- Assisted in managing schedules, accepting time off requests and finding coverage for short shifts.
- Assisted in conducting training and mentoring team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Held weekly team meetings to inform team members on company news and updates.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
Client Coverage Officer
National Service, Standard Chartered Bank, SCB (Corporate & International Clients Department)
09.2014 - 07.2015
- Managed clients' account in terms of on-boarding and off-boarding of new clients.
- Acted on Clients’ mandates and instructions to provide full banking solutions.
- Developed and maintained relationships with customers, lenders and other third parties.
- Worked with reassigned clients and grew relationship toward profitability.
- Built strong relationships with clients through positive attitude and attentive response.
Intern
Standard Chartered Bank, SCB (Head Office)
06.2014 - 08.2014
- Worked as a Service Ambassador by attending to clients and providing solutions to their complaints and requests.
- Interacted with customers by phone, email, or in-person to provide information.
- Explored new technologies and approaches to streamline processes.
- Collected and input information into database system.
- Performed administrative duties and staff support tasks.
- Participated in weekly meetings and events.
- Completed research, compiled data, and assisted in timely reporting of the findings.
- Provided clerical support to other units.
Intern
Ghana Ports & Harbours Authority, GPHA
09.2013 - 11.2013
- Worked at various sections of Terminal One of GPHA which included Stevedore Depot, Export and Reefer Yard.
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Performed administrative duties and staff support tasks.
- Participated in weekly meetings and events.
Intern - Training on Yu Feng Vessel
Shanghai Maritime University
Shanghai
04.2013 - 04.2013
- Voyage to South Korea in order to learn and experience sea life.
- Performed safety drills on the vessel such as firefighting, man overboard and abandon ship training drills.
- Worked with other cadet officers to perform assigned duties such as cleaning, scrubbing, cooking and watch keeping.
- Experienced collaborative teamwork and being a good team player by carefully listening to instructions and paying attention to every detailed protocol thereof especially on sea.
- Observed all safety protocols on vessel.
Intern
Coca-Cola Bottling Company Ghana Limited
07.2012 - 09.2012
- Worked at the Warehouse of the Logistics Department.
- Took inventory of trucks, forklifts and pallets for transportation of products (consumables).
- Maintained records of products for transportation.
- Performed administrative duties and staff support tasks.
- Participated in weekly meetings and events.
- Ensured to always comply with safety rules and regulations set out in the warehouse.
Education
Customer Service Management
Origin 8 Advertising And Marketing Expert
Accra, Ghana Sep 2020 - 09.2020
Technology in Customer Relationship Management - Customer Service Management
Institute of Public Relations
08.2018 - 08.2018
Project Management
Knowledge Tree Technologies
Accra, Ghana 05.2017 - 07.2017
Bachelor of Science - Logistics Management
Regional Maritime & Shanghai Maritime University
Accra, Ghana 09.2010 - 06.2014
General Arts
St. Peter’s Secondary School
Kwahu, Eastern Region, Ghana 09.2006 - 06.2009
Skills
Planning, organising and coordinating of events or projects
Accomplishments
- Represented my company (SSNIT) at a Fair Exhibition to sell the company's products and to provide services to stakeholders.
- Organised and conducted the SSNIT Mobile Service (SMS) Week. This project is undertaken to bring our services out of the office by way of reaching to all members and clients.
- Conducted mass inspections (audits) for ninety-six (96) establishments within six (6) weeks.
- Embarked on a project dubbed "Hit the Street Campaign". This was to get companies or establishment who had defaulted by not registering their companies under the SSNIT Act, 2008 Act 766 within thirty (30) days after business commencement.
- Conducted and organized sporting activities and clean up exercises at church and in my community.
- Organised youth camps, seminars and workshops for young persons in my church for development and capacity building.
- Organised road trips for both educational and leisure purposes.
Leadership Experience
Property Officer/Steward - Bread of Life Methodist Church
Youth Organiser - Bread of Life Methodist Church
Interests/Hobbies
Acting, Dancing, Driving, Listening to good music, Singing, Playing of the piano and bass guitar, Swimming, Surfing the internet and working-out at the gym.
References
Jemilatu Mahamadu
Social Security and National Insurance Trust
Branch Manager, Weija
+233 20 730 1583
jmahamadu@ssnit.org.gh
Alfred Ofori-Abebrese
Regional Maritime University
AG. Head of Department
Ports & Shipping Department
+233 20 842 9791
ofori.abebrese@rmu.edu.gh
Kwame Amoako
Standard Chartered Bank, Ghana
Head of Alliance
Retail Products
+233 26 282 9797, + 233 50 157 6120
kwame.amoako@sc.com
Timeline
Member & Client Services Officer
Social Security and National Insurance Trust, SSNIT (Weija Branch)
01.2020 - Current
Compliance Officer
Social Security and National Insurance Trust (Weija Branch)
09.2018 - 01.2020
Technology in Customer Relationship Management - Customer Service Management
Institute of Public Relations
08.2018 - 08.2018
Project Management
Knowledge Tree Technologies
05.2017 - 07.2017
Team Lead
Social Security and National Insurance Trust (SSNIT), Contact Centre
09.2015 - 08.2018
Client Coverage Officer
National Service, Standard Chartered Bank, SCB (Corporate & International Clients Department)
09.2014 - 07.2015
Intern
Standard Chartered Bank, SCB (Head Office)
06.2014 - 08.2014
Intern
Ghana Ports & Harbours Authority, GPHA
09.2013 - 11.2013
Intern - Training on Yu Feng Vessel
Shanghai Maritime University
04.2013 - 04.2013
Intern
Coca-Cola Bottling Company Ghana Limited
07.2012 - 09.2012
Bachelor of Science - Logistics Management
Regional Maritime & Shanghai Maritime University
09.2010 - 06.2014
General Arts
St. Peter’s Secondary School
09.2006 - 06.2009
Customer Service Management
Origin 8 Advertising And Marketing Expert
Sep 2020 - 09.2020
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