PRISCILLA ESI ASANTE
KUMASI
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE MANAGER
UNITED BANK For AFRICA GH LTD
01.2017 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Performed monthly compliance checks.
- Maintained branch files for major accounts, investments and employees.
- Set up and supervised cash shipments.
- Complied with regulatory guidelines and requirements.
- Examined customer loan applications for loan approvals and denials.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Complied with established internal controls and policies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
CASH OFFICER
UNITED BANK For AFRICA GH LTD
01.2014 - 12.2016
- Produced monthly departmental headcount reports and analysis to compare actual budget and prior year results.
- Oversaw liquidity and cash management operations.
- Collaborated with corporate finance team members to support quarterly external reporting.
- Identified gaps in market to spot opportunities to create value propositions.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Developed strategic plans for day-to-day financial operations.
- Complied with established internal controls and policies.
- Created financial dashboards to provide insights into key performance indicators.
CUSTOMER SERVICE OFFICER
UNITED BANK For AFRICA GH LTD
02.2009 - 12.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Promoted company brand and unique offerings through personalized customer service.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
10.2007
Education
MBA - MARKETING
KWAME NKRUMAH UNIVERSITY OF SCIENCE AND TECHNOLOGY
KUMASI GHANA11.2014
Bachelor of Science - NATURAL RESOURCES MANAGEMENT
KWAME NKRUMAH UNIVERSITY OF SCIENCE AND TECHNOLOGY
KUMASI GHANA05.2007
Skills
- Complaint Resolution
- One Call Resolution
- Project Management
- Talent Development
- Service Delivery Optimization
- Regulatory Compliance
- Training and Mentoring
- Training and Coaching
- Team Building and Leadership
- Microsoft Outlook, Word, and Excel
- MS Office Expert
- Product Knowledge
Certification
- Associate Member Institute of Chartered Bankers Ghana
Timeline
CUSTOMER SERVICE MANAGER
UNITED BANK For AFRICA GH LTD
01.2017 - Current
CASH OFFICER
UNITED BANK For AFRICA GH LTD
01.2014 - 12.2016
CUSTOMER SERVICE OFFICER
UNITED BANK For AFRICA GH LTD
02.2009 - 12.2015
10.2007
MBA - MARKETING
KWAME NKRUMAH UNIVERSITY OF SCIENCE AND TECHNOLOGY
Bachelor of Science - NATURAL RESOURCES MANAGEMENT
KWAME NKRUMAH UNIVERSITY OF SCIENCE AND TECHNOLOGY
- Associate Member Institute of Chartered Bankers Ghana
Similar Profiles
PRISCILLA ESI ASANTEPRISCILLA ESI ASANTE
Branch Operations and Service Manager at United Bank for Africa GH LtdBranch Operations and Service Manager at United Bank for Africa GH Ltd
Maishara NassangaMaishara Nassanga
Team Lead Personal and Consumer Banking at UBA Bank Uganda (United Bank for Africa)Team Lead Personal and Consumer Banking at UBA Bank Uganda (United Bank for Africa)
Fatimata WaneFatimata Wane
Regional Head Embassies Multilaterals and Development Organizations for West Africa at UNITED BANK FOR AFRICA SENEGALRegional Head Embassies Multilaterals and Development Organizations for West Africa at UNITED BANK FOR AFRICA SENEGAL