Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
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Susanna K. Coleman

Susanna K. Coleman

Accra

Summary

Client Experience Analyst with 10 years of experience in providing and ensuring excellent service delivery at every touch point of the customer journey. Adept at building strong client relationships and leading teams. Proficient in handling multiple priorities with precision, coordinating executive projects, and facilitating effective team communication. Skilled in building strong professional relationships, implementing strategic initiatives, and fostering collaboration to drive business success. Demonstrates exceptional communication, organizational, and problem-solving abilities, with a passion for providing top-level executive support.

Overview

8
8
years of professional experience

Work History

Client Experience Analyst

Stanbic Bank Ghana
Accra
03.2021 - Current
  • Prepare presentations and year-to-date (YTD) trend analysis reports on Control Review findings and the Voice of Customer (VOC) customer satisfaction (CSAT), and Net Promoter Score (NPS) surveys conducted within the calendar year for clarity and actionable insights for the Board and Senior Management, helping them make informed decisions to enhance internal controls, improve customer satisfaction, and drive business growth.
  • Consistently performing assurance on Service Level Agreements (SLAs) and Turnaround Times (TATs) on products and services, ensuring that our promises to customers are effectively delivered. By regularly monitoring and enforcing these commitments, I maintain high service delivery and customer satisfaction standards. By this, I will be able to provide the CEO with a reliable overview of operational efficiency, enabling him to manage his itinerary more effectively.
  • Responsible for the setup and coordination of key meetings, such as Service Council meetings and Steercos, Committee Meetings (Steerco). Prepare and share meeting minutes to all stakeholders, and ensure all actions are tracked and completed accordingly.

Customer Relationship Officer

Stanbic Bank Ghana
Accra
03.2017 - 03.2021
  • Managed customer relationships daily through cold calling. I created a customer support strategy to increase customer retention on a self-driven customer relationship campaign, which earned the goodwill of customers and resulted in the reactivation of 176% of dormant accounts.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order of account and service information by actively cross-selling to customers, resulting in YTD achievement of 117 against a target of 98 on all Bancassurance and related bank service products.

Education

Bachelor of Arts - Social Sciences

Kwame Nkrumah University of Science And Technology
Ashanti Region Ghana
07-2009

General Arts 1

St. Rose's Senior High School
Eastern Region Ghana
05-2004

Skills

  • Proficiency in Microsoft Office
  • Excellent written and verbal communication skills
  • Critical thinker and pays attention to details
  • Strong organization and leadership skills
  • Excellent relationship and stakeholder management skills
  • Result-oriented
  • Data Analytics
  • Project Management

Affiliations

  • Passionate about interior designs and DIYs (Do It Yourself) projects
  • listening to music
  • going on adventurous trips
  • watching the animal kingdom

Accomplishments

President - Stanbic Spintex L&D Toastmasters Club 2022/2023

· Grew membership from 24 members to 36 active members for the club

Under my leadership, the team achieved the enviable President Distinguished Goal 10/10 for the 2022/2023 calendar year. This was part of the Toastmasters International Distinguish Club Performance Goals. It was the first ever to be achieved amongst the 3 Stanbic Toastmasters Clubs and for the entire Division

Stanbic Bank Ghana Voice Branch

· Achieved a YTD target of 70 in asset volume and GHS 2,621,921.68 in asset value in 2020.

· Stanbic Bank Nominee, Voice of Customer 2020.

· Stanbic Bank Voice Branch Wall of Fame for best Female Sales Agent 2019

· Winner Stanbic Bank Unsecured Personal Loan (UPL) Campaign 2019

Senior Protocol Prefect 2003/2004

· St. Rose’s Senior High

Ensured strict adherence to the school's policies and procedures concerning student grooming

References

References available upon request.

Timeline

Client Experience Analyst

Stanbic Bank Ghana
03.2021 - Current

Customer Relationship Officer

Stanbic Bank Ghana
03.2017 - 03.2021

Bachelor of Arts - Social Sciences

Kwame Nkrumah University of Science And Technology

General Arts 1

St. Rose's Senior High School

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Susanna K. Coleman