Vera Naa Ayerhkai Tagoe
Banker
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic, friendly and hardworking team player bringing the necessary experience and knowledge to tackle any operational demand. Also, an organized and dependable candidate who is successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
2
2
Certifications
Work History
Team Lead Digital Channels-Emails and Social Media
Ecobank Ghana Contact Center
03.2020 - Current
- Monitoring and supervising of all Inbound agents.
- Managing the various Ecobank Group and Ghana social media handles via the Sparkcentral engagement platform and ensure all post received are responded to within 10mins.
- Introducing additional tags and re-structuring of the sparkcentral platform to provide better service to our customers and reports to the bank on Social Media.
- Managing Ecobank Ghana email to ensure customers mails received via corporate mailbox eccobankassist@ecobank.com are handled within the approved SLA.
- Ensured customer complaints received via all the channels are escalated to the appropriate unit for resolution.
- Addressing customer complaints received via Online Account Opening (AOP) portal channels.
- Designed and reviewed new processes and templates for AOP,Emails and social media.
- Ensuring customer feedbacks received through CIS platform, Appreview and Ecobank online are handled withing the approved SLA.
- Providing support and coaching of agents at the Regional Contact center.
- Handling of customer escalations.
Team Lead Emails
Ecobank Ghana Contact Center
05.2019 - 03.2020
- Monitoring and supervising of all Inbound agents.
- Managed the email team to ensure customers emails received via Ecobankenquiries mailbox are handled within the approved SLA.
- Ensured customer complaints received via emails are escalated to appropriate unit for resolution.
- Managed the digital channels (Ecobank Online /mobile app)
- Coached team members in techniques necessary to complete job tasks.
- Directed and supervised team of six engaged in Email handling and ensured mails are handled within approved service level agreement.
Complaint Officer
Ecobank Ghana Contact Center
09.2018 - 04.2019
- Ensured customer complaints received through all the channels at the contact center are resolved within the approved SLA.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Inbound Call Center Agent
Ecobank Ghana Contact Center
03.2015 - 08.2018
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Attended telephone skills and program information training sessions to boost aptitude.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Implemented upselling techniques to increase revenue and move product.
- Utilized sales techniques to build customer interest and close sales.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
Retail Internet Banking Authorizer
Eprocess Group Contact Center
03.2013 - 02.2015
- Monitoring and supervising Internet banking team.
- Managed the mailbox on the retail internet banking platform.
- Preparing monthly reports for the Internet banking team.
- Engaged with customers and delivered quality service.
- Ensured customer information's captured by inputters for all affiliate were accurate and authorized all Internet banking request.
Retail Internet Banking Inputter
Eprocess Group Contact Center
11.2012 - 02.2013
- Handling all customer enquiries and complaints received via the Retail internet banking.
- Handled the mailbox on the Retail internet banking platform.
- Active sales on Retail internet banking and other bank products.
- Interacted with customers by phone and email to provide information.
- Collected, arranged, and input information into database system (CRM).
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Secretary Intern
Access Bank (formally Intercontinental Bank -Contract, L'aine Services)
12.2010 - 12.2010
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Produced letters and memoranda to inform stakeholders of business decisions.
Data Entry Clerk
Innovation For Poverty Action
10.2009 - 10.2009
- Organized, sorted, and checked input data against original documents.
- Developed and maintained databases to store customer information.
- Completed data entry tasks with accuracy and efficiency.
National Service Person
Capital Express Ghana Limited
10.2008 - 09.2009
- Issuing policies for clients.
- Ensure that the right documentation and security are provided for.
- Clients service attendant.
- Marketing of company products.
- Ensure that corporate source deductions are secured.
- Coordinate affairs of sales executives under my supervision.
Attachment
Ministry Of Tourism
07.2005 - 07.2005
- Organized meeting and taking minutes.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
MBA - MBA With Specialization, Artificial Intelligence
Nexford University
Washington, D.C. 04.2001 -
Bachelor of Arts - Social Sciences
Kwame Nkrumah University of Science And Technology
Kumasi 04.2001 -
High School Diploma -
Accra Girls' Senior High School
Accra 04.2001 -
Skills
Microsoft Office Proficiency
Personal Information
- Date of Birth: 03/20/85
- Gender: Female
- Nationality: Ghanaian
- Marital Status: Married
Awards
Ecobank Ghana Limited - (Overall Best Performing Agent, Contact Center 2019)
References
- Available upon request
Projects
Falcon - Ecobank Ghana Limited Flexcube and OBDX (Ecobank online and Omni lite)
Online Account Opening (AOP) - Ecobank Group
Ecobank Assist CRM (D365) - Integration of all Ecobank Group mailbox
Sparkcentral - Integration of all Ecobank Social Media handles
KNUST - Impact of water pollution on the socio-economic activities - Case study of Densu River basin-Weija
Training
- Millennium Development Goals (MIDA)- KNUST
- Ghana/Growth and Poverty Reduction Strategies (GPRS-I/ II)- KNUST
- High performance Leadership (2018) - MCA Training International
- Graduate Development Program (2010) -Spec Consult and British Council
- Call Center Management (2023) -National Banking College
- Leadership Emotional Intelligence (2023)-National Banking College
- Leadership Development for Women in Banking (2023) -National Banking College
Certification
Global Business Operator -Nexford University
Timeline
Global Business Operator -Nexford University
12-2023
Certificate of completion, Advanced Business Foundation -Nexford University
10-2023
Team Lead Digital Channels-Emails and Social Media
Ecobank Ghana Contact Center
03.2020 - Current
Team Lead Emails
Ecobank Ghana Contact Center
05.2019 - 03.2020
Complaint Officer
Ecobank Ghana Contact Center
09.2018 - 04.2019
Inbound Call Center Agent
Ecobank Ghana Contact Center
03.2015 - 08.2018
Retail Internet Banking Authorizer
Eprocess Group Contact Center
03.2013 - 02.2015
Retail Internet Banking Inputter
Eprocess Group Contact Center
11.2012 - 02.2013
Secretary Intern
Access Bank (formally Intercontinental Bank -Contract, L'aine Services)
12.2010 - 12.2010
Data Entry Clerk
Innovation For Poverty Action
10.2009 - 10.2009
National Service Person
Capital Express Ghana Limited
10.2008 - 09.2009
Attachment
Ministry Of Tourism
07.2005 - 07.2005
MBA - MBA With Specialization, Artificial Intelligence
Nexford University
04.2001 -
Bachelor of Arts - Social Sciences
Kwame Nkrumah University of Science And Technology
04.2001 -
High School Diploma -
Accra Girls' Senior High School
04.2001 -
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