Valerie Aku ELi Shooter
Accra
Summary
Highly accomplished banking professional with over 23 years of progressive experience across branch supervision, operational control, reconciliation, risk management, and customer service. Proven record of strengthening internal controls, improving operational efficiency, building high‑performing teams, and consistently delivering results in high‑pressure environments. Recognized for strong leadership, attention to detail, and the ability to build trusted customer and stakeholder relationships. Seeking a challenging role within a forward‑thinking financial institution where extensive experience and impact‑driven leadership can contribute to sustained growth and excellence.
Overview
27
27
years of professional experience
Work History
Service Supervisor Operations (Ecobank, H/O)
ECOBANK GHANA PLC
01.2024 - Current
- Implemented process improvements that streamlined workflows and increased efficiency.
- Supervised daily operations, ensuring compliance with company policies and procedures.
- Trained and mentored new staff on service standards and operational protocols.
- Managed customer inquiries, resolving issues to enhance satisfaction and retention.
- Monitored service metrics, identifying trends to drive continuous improvement initiatives.
- Handled customer complaints and inquiries.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Monitored team's performance and gave feedback when necessary.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
- Streamlined service processes, resulting in increased efficiency and reduced operational costs.
- Monitored inventory levels closely, optimizing stock management procedures for maximum cost-efficiency without compromising on part availability when needed.
- Reduced service downtime with proactive maintenance scheduling and quick response to equipment malfunctions.
- Enhanced team performance by implementing effective training programs and regularly evaluating staff progress.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Agency Supervisor (Ecobank, Kasoa-Buduburam)
ECOBANK GHANA PLC
01.2011 - 01.2024
- Supervised daily operations, ensuring compliance with banking regulations and internal policies.
- Implemented customer service initiatives to enhance client satisfaction and retention rates.
- Led team meetings to discuss performance metrics and develop strategies for improvement.
- Trained and mentored staff on best practices in financial services and operational efficiency.
- Coordinated cross-departmental collaboration to ensure seamless service delivery across teams.
- Implemented effective communication channels that fostered a positive work environment and increased employee morale.
- Reduced overhead costs by identifying inefficiencies and proposing cost-effective solutions.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Relief Relationship Officer
ECOBANK GHANA PLC
01.2011 - 12.2021
- Led cross-functional teams to enhance service delivery and operational efficiency.
- Implemented process improvements resulting in reduced turnaround times for client transactions.
- Developed training programs for staff on compliance and risk management procedures.
- Oversaw daily operations ensuring adherence to banking regulations and policies.
BRANCH RECONCILIATION & INVESTIGATIVE OFFICER
THE TRUST BANK LTD
01.2010 - 06.2011
- Streamlined reporting processes, ensuring timely dissemination of critical financial information.
- Developed and maintained operational procedures to improve efficiency across departments.
- Mentored junior staff on compliance standards and best practices in banking operations.
- Led team in implementing customer service initiatives to enhance client satisfaction.
- Analyzed market trends to inform strategic decision-making for product offerings.
- Collaborated with cross-functional teams to launch new banking products and services.
- Oversaw risk management assessments, ensuring adherence to regulatory requirements.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Increased operational efficiency by conducting regular training sessions for junior officers.
- Conducted thorough investigations into complex cases, leading to successful resolution of numerous high-profile incidents.
ENTRY OFFICER
THE TRUST BANK LTD
10.2006 - 12.2009
- Managed complex customer inquiries, providing tailored solutions to meet individual financial needs.
- Developed and implemented process improvements to enhance customer service efficiency and satisfaction.
- Oversaw daily banking operations, ensuring compliance with regulatory standards and internal policies.
- Led training programs for new staff, fostering a culture of knowledge sharing and professional development.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Improved team morale and performance with consistent feedback and recognition of achievements.
CUSTOMER SERVICE OFFICER
THE TRUST BANK LTD
02.2003 - 09.2006
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Delivered timely support through various communication channels, ensuring consistent service quality.
- Developed and implemented process improvements to streamline customer interactions and reduce wait times.
- Trained new staff on customer service protocols, fostering a collaborative team environment.
- Managed escalated issues effectively, maintaining professionalism under pressure while seeking optimal resolutions.
- 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.
Bilingual Personal Assistance to the Managing Dire
THE TRUST BANK LTD
01.2000 - 12.2003
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Master of Science - Accounting And Finance
Kwame Nkrumah University
Kumasi, Ghana04-2023
Credit Professional - Credit Management
Chartered Institute of Credit Management
Accra06-2020
Diploma - Credit Control & Management
Cambridge International College
Accra, Ghana07-2015
Level 3 - Professional Course
Chartered Institute of Bankers
Accra 04-2014
MBA - Business Administration And Management
Delta International University
New Orleans, USA 07-2012
Bachelor of Science - Administration ( Accounting )
Central University College
Accra, Ghana07-2006
Skills
- Operations supervision
- Risk management
- Fraud prevention
- Customer management
- Core & Digital Banking Systems
- Operational Efficiency
- Team leadership
- Data Analysis & Financial Reporting
- Data analysis
- Bilingual Communication (English& French)
Timeline
Service Supervisor Operations (Ecobank, H/O)
ECOBANK GHANA PLC
01.2024 - Current
Agency Supervisor (Ecobank, Kasoa-Buduburam)
ECOBANK GHANA PLC
01.2011 - 01.2024
Relief Relationship Officer
ECOBANK GHANA PLC
01.2011 - 12.2021
BRANCH RECONCILIATION & INVESTIGATIVE OFFICER
THE TRUST BANK LTD
01.2010 - 06.2011
ENTRY OFFICER
THE TRUST BANK LTD
10.2006 - 12.2009
CUSTOMER SERVICE OFFICER
THE TRUST BANK LTD
02.2003 - 09.2006
Bilingual Personal Assistance to the Managing Dire
THE TRUST BANK LTD
01.2000 - 12.2003
Master of Science - Accounting And Finance
Kwame Nkrumah University
Credit Professional - Credit Management
Chartered Institute of Credit Management
Diploma - Credit Control & Management
Cambridge International College
Level 3 - Professional Course
Chartered Institute of Bankers
MBA - Business Administration And Management
Delta International University
Bachelor of Science - Administration ( Accounting )
Central University College