Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Training
Reference
Generic

Adu Adjei Danquah

Summary

Experienced professional with over 15 years of expertise in customer experience, credit management, and client relationship management. Successful in revenue assurance, credit control, and branch operations. Proficient in managing key accounts, resolving client issues promptly, and collaborating effectively with cross-functional teams. Demonstrated track record in prospecting, client acquisition, and upselling to enhance customer satisfaction and support organizational success.

Overview

18
18
years of professional experience

Work History

Controller, Customer Credit Control

Scancom PLC (MTN Ghana)
12.2019 - Current
  • Serve as a Point of Contact to Postpaid clients within assigned portfolio on billing and service escalations; respond within agreed SLAs.
  • Monitor credit limits, usage and exposure; trigger proactive engagement before any breaches or service suspension.
  • Collaborate with stakeholder teams to ensure timely billing, payment collection, and customer satisfaction.
  • Support cross-sell / upsell conversations by aligning payment status, credit exposure and product uptake opportunities.
  • Undertake monthly ageing analysis and recommend remedial solutions where necessary.
  • Reviewed the PPPs in CRCM; the first consolidated set has now been published on the staff portal.

Branch Manager

FirsTrust Savings & Loans
04.2018 - 11.2019
  • Responsible for the administration of the branch office, including daily operations, product sales, customer service delivery and safety
  • Prospected and acquired new SME clients, increasing portfolio size and branch revenue.
  • Promoted service culture through coaching, guidance and performance targets.
  • Led cross-selling of financial products to grow market share.
  • Ensured accurate client profiling and reporting for strategic decision-making.
  • Assessed customer suitability for credit and loan applications for reduced business risk.

Branch Manager

The Seed Funds Savings & Loans
09.2014 - 03.2018
  • Responsible for running the branch smoothly, handling everything from operations to sales and customer service, all while ensuring profitability and security
  • Managed full P&L, surpassing profit targets by 10% annually while ensuring operational compliance.
  • Led cross-selling of financial products, increasing average product per customer from 1.6 to 2.3.
  • Managed high-value client relationships, deepening engagement through periodic reviews.
  • Conducted regular branch staff meetings to communicate goals and objectives.

Credit Relationship Manager

First Capital Plus Savings & Loans Limited
09.2011 - 07.2014
  • Supervising Credit Relationship Officers in the Branch
  • Prospecting for SME clients.
  • Analyzing loan requests by SME clients and proposing a package of financing solutions that meet clients' needs
  • Appraising customers' credit applications, identifying the risk inherent in the applications, proposing conditions to mitigate the risks and making the necessary recommendations for approval
  • General office Administration.

Credit Risk and Compliance Officer

Women's World Banking Savings & Loans
08.2008 - 08.2011
  • Review and identify risk if any and make recommendations on credit evaluations done in respect of facilities
  • Performs credit investigation (background, credit, bank, and trade checking) through on-site inspection
  • Conduct periodic spot checks to ensure there is adherence to operational policies
  • Collaborate with the legal and compliance teams to update credit policies and procedures in response to changes in regulatory frameworks.
  • Analyze portfolio credit risk trends and prepare detailed risk reports for senior management to facilitate strategic decision making.

Strategy Development Officer (National Service)

Women's World Banking Savings & Loans
07.2007 - 07.2008
  • Data Capturing for Strategy Activities
  • Assist in preparing performance contracts
  • Monitoring Credit Officers Monthly Performance
  • Prepare Monthly Performance Report of Credit Officers
  • Undertaking Research to enhance Institution's Performance
  • Assist in the preparation of Monthly Management Report (Collating Data).

Education

MBA - Finance

Coventry University
08.2015

BSc. - Policy Planning

Kwame Nkrumah University of Science and Technology
06.2007

Skills

  • Client Relationship Management,
  • Client acquisition, retention & growth
  • Credit administration
  • Collaborative stakeholder relations
  • Enhancing customer satisfaction
  • Sales Reporting & CRM Tools,
  • MS Office Suite (Excel, Word, PowerPoint, Visio),
  • Basic Power BI proficiency

LANGUAGES

English
Twi
Fanti

Timeline

Controller, Customer Credit Control

Scancom PLC (MTN Ghana)
12.2019 - Current

Branch Manager

FirsTrust Savings & Loans
04.2018 - 11.2019

Branch Manager

The Seed Funds Savings & Loans
09.2014 - 03.2018

Credit Relationship Manager

First Capital Plus Savings & Loans Limited
09.2011 - 07.2014

Credit Risk and Compliance Officer

Women's World Banking Savings & Loans
08.2008 - 08.2011

Strategy Development Officer (National Service)

Women's World Banking Savings & Loans
07.2007 - 07.2008

BSc. - Policy Planning

Kwame Nkrumah University of Science and Technology

MBA - Finance

Coventry University

Training

  • Data Science (Beginner) Sep 2023
  • Data & Business Analytics (Excel & Power BI) Sep 2023
  • Foundational Skills 2023
  • Information security policy Mar 2022
  • Enterprise Risk Policy Dec 2021
  • Understanding the Digital Customer Jun 2020
  • Being a Responsible Corporate Citizen Jun 2020
  • Expert insight on Digital Marketing Jun 2020
  • Achieving customer centric Design with user personas Jun 2020
  • Effective Digital Community Management Jun 2020
  • Helping Customers to find you Jun 2020
  • Problem Loan Management 2013
  • Negotiation Skills 2013
  • Operational Risk Management 2010
  • Credit Assessment Tools & Techniques 2009
  • Introduction to Credit Management
  • Project Management 2006

Reference

Available on request

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Adu Adjei Danquah