Summary
Overview
Work History
Education
Skills
Training And Certificationss
Accomplishments
Hobbies and Interests
Timeline

VALERIE NAA DODUA VANDERPUIJE

Accra - North

Summary

Results-oriented professional with a proven track record in delivering exceptional customer service and driving sales growth. Possesses strong communication and interpersonal skills, effectively building relationships with clients and colleagues. Demonstrates a keen eye for detail and a proactive approach to problem-solving. Dedicated team player, able to thrive in fast-paced environments while maintaining a positive attitude. Committed to continuously improving skills and staying up-to-date with industry trends.

Overview

19
19
years of professional experience

Work History

Senior Business Analyst, Real Time Payments

Ghana Interbank Payments & Settlements
06.2019 - Current
  • In charge of analyzing market research on emerging payments options and systems
  • The roles ensures the development of products that align to the company’s strategy of promotion and adoption of new payments services
  • The role is also responsible for the onboarding and rollout of the Ghana Quick Response Code (GhQR), a service that provides payment solution to merchants in both the formal and informal sector of Ghana
  • Signed on and deployed over 170,000 merchants, including fuel stations, hospitals, Government agencies, churches, schools etc
  • Partnered with Ghana Oil (Goil) and provided them with an efficient and digitized payment solution in addition to the payment options
  • Month on Month transactional volume increase from less than 1000 transactions from inception to 60,000 transactions per month
  • The GhQR service is currently doing over one million (1,000,000) transaction annually
  • Improved project efficiency by analyzing business processes and identifying areas for improvement.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Generated standard and custom reports to provide insights into business performance.
  • Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
  • Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.

Senior Business Development Lead, Real Time Payments

Ghana Interbank Payments & Settlements Systems
08.2019 - 01.2021
  • The main objective of this role to ensure the onboarding and rollout of Real Time Payment solutions to Banks, FIN TECHS, Large Corporates
  • The role also and the average Ghanaian to F to , grow and nurture the GhIPSS Instant Pay (GIP) and remittance business by developing innovative and suitable e-payment models for Institutions and Money Transfer Organizations (World Remit, RIA, Western Union, Unity Link etc) remitting funds to Ghana and these include instant payments to bank account, smartcards & mobile phone
  • Initiated the first ever Remittance Business in GhIPSS and Handled the end to end UAT unit and integrated tests of the Remittance project before moving to live on 5th May 2016
  • Initiated the first Forex revenue account openings for GhIPSS in which RMT commissions were paid in denominated Forex currencies, this was to increase revenue mobilization and to help us have enough Forex to pay suppliers
  • Efficiently managed the business operations of the Remittance platform to and achieved a cumulative growth in transactions from 96 transactions in May 2016 to 63,122 transactions (April 2018) with a corresponding revenue of about Three Hundred Thousand Cedis (Ghs 300,000)
  • Nurtured and grew the remittance business within two years from just one (1) MTO (Unity Link) to a seven (7) MTO (Unity Link, World Remit, Family Link, RIA, Moneygram, MoneyLine UK and ATL)
  • Streamlined and documented the operations of the Remittance business in a manual
  • Departments' annual Strategy formulation and implementation
  • Compilation and analysis of departmental reports
  • Departmental Budgeting and forecasting
  • Managing financial resources of Department
  • Implemented data-driven strategies for better prospect identification and engagement.
  • Collaborated cross-functionally to develop innovative solutions for complex client challenges.
  • Evaluated competitor offerings to maintain a competitive edge in the market space.
  • Enhanced brand visibility with targeted marketing campaigns and promotional events.
  • Improved client retention rates by addressing concerns promptly and implementing effective solutions tailored to their needs.
  • Developed strategic partnerships for mutual growth and success.
  • Mentored junior team members, contributing to their professional development and overall team success.
  • Developed knowledge of company products and services to make suggestions according to customer needs.
  • Generated advertising brochure for vendor use.

Senior Officer, Digitized Payments

Ghana Interbank Payments & Settlements Systems
01.2016 - 08.2019
  • The main objective of this role to identify, grow and nurture the GhIPSS Instant Pay (GIP) and remittance business by developing innovative and suitable e-payment models for Institutions and Money Transfer Organizations (World Remit, RIA, Western Union, Unity Link etc) remitting funds to Ghana and these include instant payments to bank account, smartcards & mobile phone
  • Initiated the first ever Remittance Business in GhIPSS and Handled the end to end UAT unit and integrated tests of the Remittance project before moving to live on 5th May 2016
  • Initiated the first Forex revenue account openings for GhIPSS in which RMT commissions were paid in denominated Forex currencies, this was to increase revenue mobilization and to help us have enough Forex to pay suppliers
  • Efficiently managed the business operations of the Remittance platform to and achieved a cumulative growth in transactions from 96 transactions in May 2016 to 63,122 transactions (April 2018) with a corresponding revenue of about Three Hundred Thousand Cedis (Ghs 300,000)
  • Nurtured and grew the remittance business within two years from just one (1) MTO (Unity Link) to a seven (7) MTO (Unity Link, World Remit, Family Link, RIA, Moneygram, MoneyLine UK and ATL)
  • Streamlined and documented the operations of the Remittance business in a manual
  • Departments' annual Strategy formulation and implementation
  • Compilation and analysis of departmental reports
  • Departmental Budgeting and forecasting
  • Managing financial resources of Department
  • Conducted regular reviews of operations and identified areas for improvement.
  • Evaluated customer needs and feedback to drive product and service improvements.

Business Development Officer, Delivery Channels

Ghana Interbank Payments & Settlements Systems
10.2013 - 12.2015
  • To develop strategies and policies for new business ventures in line with the overall company strategy; Identify and examine risks with new venture to Build or increase customer portfolio
  • Team Lead for the first ever brand management and marketing activation for all GhIPSS products, the activation lasted for two weeks and during which over Thirty Thousand(30,000) product flyers were distributed and about 7000 new client cards was issued to the general public in about Fifteen (15) locations in the Greater Accra Region
  • Involved in the design and development of strategies to support the disbursement of cash to about 85,000 extremely poor households in Ghana on the Livelihood Empowerment Against Poverty (LEAP), a Government of Ghana & World bank project on social cash transfer program to support these poor households
  • Five (5) year (2015-2020) financial revenue Forecasting for e-zwich, RMT & gh-link which was used as part of the valuation for the proposed sale of GhIPSS shares to the banks and general public

Business Operations Analyst, Clearing House

Ghana Interbank Payments & Settlements Systems
01.2012 - 09.2013
  • To manage the operations the Clearing House by providing support to participating banks and the Clearing Systems Infrastructure
  • Generation & Sending of RTGS and Net Settlement reports to Central Bank of Ghana
  • Compilation, Analysis & Submission of clearing house reports to Central Bank of Ghana, the CEO and the banks
  • Analysis & Submission of Clearing House Billing to Finance Unit
  • Review of Clearing Operations Manual with new sessions and activities to meet ISO 27001 requirement
  • Assisting Unit Head in the Promotion & Usage of ALL Sessions by the banks and general public
  • Training of Banks, Insurance Companies and other stakeholder on Clearing House(ACH Direct Credit & Direct Debit) and Cheque Clearing(CCC)
  • Proposed for the charging of fees for any archived Cheque retrieved for banks and realized about 15,000 year on year as additional income the unit for retrieving these Cheques based on a bank's request
  • Implemented data-driven approaches to improve overall efficiency in day-to-day operations.

Service Desk Supervisor, Contact Centre

Ghana Interbank Payments & Settlements Systems
03.2010 - 07.2012
  • Supervise call centre agents to provide optimal support and customer service excellence to Banks, Merchants and the General public
  • Risk assessment and Compliance audits, producing necessary documentation, reports and explanations thereby assisting with the definition and implementation of corrective measures aimed at correcting possible findings
  • Ensuring & enforcing compliance with Information Security Management Systems policies, processes and procedures (ISO20000 and ISO27001) by all agents
  • Review of Transactional report generated by systems host
  • Monitor and spot check calls to ensure that they are being fielded properly by agents
  • Realized the need for the operations of the call centre to be streamlined and documented for business continuity, thus complied a comprehensive contact centre manual for the unit
  • Established clear communication channels within the team, fostering a culture of collaboration and accountability.
  • Ensured consistent delivery of high-quality support services through regular monitoring of KPIs and SLAs adherence.
  • Trained mentored, and supervised a team of service desk technicians for optimal performance and productivity.
  • Introduced automation tools to streamline repetitive tasks, increasing efficiency across the service desk operations.
  • Managed escalations effectively, resolving complex technical issues promptly and professionally.
  • Enhanced customer satisfaction rates by consistently providing exceptional support and timely resolutions to issues.
  • Optimized resource allocation by analyzing workload trends and adjusting staffing levels accordingly.
  • Boosted employee engagement levels by recognizing outstanding performances and fostering a positive work environment.
  • Collaborated with IT management to develop strategic plans for improving overall service quality and efficiency.
  • Promoted a customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
  • Conducted regular performance reviews for staff development, setting individual goals aligned with department objectives and providing constructive feedback on areas needing improvement.
  • Developed strong relationships with key stakeholders to ensure seamless collaboration between departments.
  • Leveraged ITIL best practices in daily operations to align service desk processes with organizational goals.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Reduced average call wait times through effective scheduling adjustments based on historical data analysis.
  • Improved incident response times by proactively identifying potential bottlenecks in the process flow and addressing them promptly.
  • Maintained up-to-date knowledge of industry trends to identify opportunities for continuous improvement of the service desk function.
  • Increased first-call resolution rates with comprehensive knowledge base updates and technician training.
  • Streamlined service desk operations by implementing efficient processes and workflows.
  • Coordinated with other IT teams to ensure seamless integration of new systems and processes, minimizing disruption to endusers.
  • Implemented metrics-based performance evaluations for continuous improvement of the service desk team''s capabilities.

Officer – Contact Centre

Ghana Interbank Payments & Settlements Systems
09.2008 - 03.2011
  • Providing First hand support to Banks, Merchants and the General public regarding issues with system, report to second level support and follow up till they are resolved

National Service Personnel, Audit Department

Ghana Revenue Authority - Large Taxpayers Unit
09.2006 - 05.2008
  • Tax audits (compliance audits, review desk audits, issue oriented audit, comprehensive audit, refund audit)

Education

MBA - Corporate Strategy & Economic Policy

Maastricht School of Management, Maastricht, Netherlnds

Dissertation: STRATEGIC PERFORMANCE MANAGEMENT SYSTEMS

Bachelor of Business Administration - Accounting

Valley View University

Skills

  • Strategic Planning Expertise
  • Market Research
  • Performance Improvement Strategies
  • Brand Development Skills
  • Client Relationship Management
  • Compliance Knowledge
  • Operational Auditing
  • Liquidity Management Strategies
  • Financial Planning
  • Project Coordination
  • Information Security Framework Development
  • Proficient in Microsoft Office
  • Skilled in Relationship Building
  • Collaborative Team Member
  • Stakeholder management
  • User acceptance testing

Training And Certificationss

  • Internal Revenue Service training on Tax Administration
  • Ghana Stock Exchange Security Course, 2008
  • Customer Service & Excellence
  • ISO 27001, Risk Assessment, Compliance, Information Security Management Systems (ISMS), 2009
  • Compass Training on Balance Scorecard, Performance Measures and Strategic-Assessment, 2010
  • Contact Centre World; Africa, 2011
  • Budgeting & Financial Management, GIMPA
  • Anti Money Laundering & Anti Terrorism Financing Certification; JP Cann & Associates, Accra-Ghana
  • Project Management Institute (PMI) Certification: Knowledge Tree Technologies - Accra


Accomplishments

  • Data Organization - Classified, recorded and summarized numerical and financial data to compile and keep financial records.
  • Consumer Research - Effectively executed new marketing outlines based on market research data collected to reflect consumer interest on both tactical and strategic levels.
  • Client Interface - Worked in close collaboration with clients, providing accounting, payroll and taxation advice.
  • Management - Directed marketing team of 12 direct reports.Supervised creation of marketing strategies/plans and ensured operations were within budget constraints.
  • Process Improvement - Achieved revenue objective by implementing cost-cutting measures.

Hobbies and Interests

  • Research & Development
  • Governance
  • Philanthropy
  • Reading
  • Event Organizing
  • Communication & Public Relations
  • Sports (Walking, Running, Tennis)
  • Socializing – Community work, Church Activities

Timeline

Senior Business Development Lead, Real Time Payments - Ghana Interbank Payments & Settlements Systems
08.2019 - 01.2021
Senior Business Analyst, Real Time Payments - Ghana Interbank Payments & Settlements
06.2019 - Current
Senior Officer, Digitized Payments - Ghana Interbank Payments & Settlements Systems
01.2016 - 08.2019
Business Development Officer, Delivery Channels - Ghana Interbank Payments & Settlements Systems
10.2013 - 12.2015
Business Operations Analyst, Clearing House - Ghana Interbank Payments & Settlements Systems
01.2012 - 09.2013
Service Desk Supervisor, Contact Centre - Ghana Interbank Payments & Settlements Systems
03.2010 - 07.2012
Officer – Contact Centre - Ghana Interbank Payments & Settlements Systems
09.2008 - 03.2011
National Service Personnel, Audit Department - Ghana Revenue Authority - Large Taxpayers Unit
09.2006 - 05.2008
Maastricht School of Management - MBA, Corporate Strategy & Economic Policy
Valley View University - Bachelor of Business Administration, Accounting

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VALERIE NAA DODUA VANDERPUIJE