CALEB ADU-POKU
Summary
Accomplished administrative professional with expertise in client relationship management, email correspondence handling, and documentation control. Demonstrates exceptional interpersonal communications, statistical data collection, and spreadsheet analysis skills. Known for analytical thinking, customer service excellence, and time efficiency. Proficient in corporate administration, problem resolution, and telephony etiquette. Outstanding written and verbal communication abilities enhance overall performance.
Overview
13
13
years of professional experience
Work history
Cheque Management Officer (Domestic Operations)
Consolidated Bank Ghana
12.2022 - 10.2023
- Spearheaded change management initiatives, minimising resistance and ensuring smooth transitions.
- Kept organisation in compliance with regulations and internal requirements.
- Set ambitious expectations for operations and established pathways to accomplishing goals.
- Built successful business culture focused on performance optimisation and goal attainment.
- Monitored operations to keep processes aligned with targets and matching forecasts.
- Controlled expenses and allocated financial resources to reach budget goals.
- Developed successful strategies and policies, meeting organisational needs and implementing improvements.
- Analysed operational processes and implemented improvements to increase efficiency and reduce costs.
Transaction Validation Officer
Consolidated Bank Ghana
07.2022 - 12.2022
- Managed validation project timelines, ensuring completion within scheduled deadlines and budget constraints.
- Conducted thorough validation processes for new and existing products, adhering to regulatory standards.
- Provided technical support to product development teams, offering insights on validation requirements and strategies.
- Maintained accurate and up-to-date validation records, ensuring traceability and accountability.
- Supported the resolution of product quality issues by conducting validation-related investigations and analyses.
- Performed root cause analysis on validation failures, developing corrective actions to prevent recurrence.
- Found and pinpointed fraudulent and unlawful acts by investigating company actions after employee complaints.
- Validated accuracy and correctness of submitted information and applications by conducting background checks and investigating claims before service provision.
Customer Service Officer
Consolidated Bank Ghana
08.2020 - 07.2022
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Assisted in the development and launch of new products or services, providing insights from a customer service perspective.
- Kept strong knowledge of product range details to efficiently answer customer questions.
- Answered customer queries on new products, services and sales offers to increase sales.
- Processed transactions and handled cash, credit, and cheque payments with accuracy, maintaining financial integrity.
- Identified customer needs by listening attentively and connecting to relevant departments or personnel.
- Made recommendations to management on ways to improve customer care and service.
National Service
Tama Poly Clinic
10.2017 - 07.2018
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of service delivery.
- Developed and implemented strategic plans to enhance service delivery, resulting in a 20% increase in customer satisfaction scores.
- Championed customer-centric approaches within the organisation, leading to the development of more tailored service solutions.
- Conducted regular performance reviews, identifying areas for development and implementing targeted improvement plans.
- Prepared detailed service reports for senior management, highlighting achievements, challenges, and areas for strategic investment.
- Facilitated teamwork and collaboration, encouraging an environment of open communication.
Technical and Marketing Officer
Gold link Insurance Brookers
11.2015 - 02.2016
- Assisted businesses with setting up marketing policies and programmes for consistent growth.
- Collated consumer data for product preference analysis and campaign optimisation.
- Coordinated with sales teams to ensure alignment of marketing strategies with sales objectives.
- Generated and maintained high-value sales leads, enhancing marketing department profits.
- Enhanced customer loyalty programmes, creating targeted offers to increase retention and lifetime value.
- Analysed business data closely to ascertain areas of opportunity and improve revenue growth.
Internship
Enterprise Insurance
11.2015 - 11.2015
- Helped formulate expenditure reports to submit to manager.
- Completed routine record audits to remove outdated files.
- Booked client appointments via online systems and maintained master calendar.
- Updated spreadsheets with key metrics to track information for staff.
- Recorded stock movement for up-to-date inventory documentation.
General Secretary
American Field Service Club
01.2011 - 12.2011
- Drafted and typed grammatically correct office memos.
- Took accurate and detailed notes at meetings covering agenda items, action points and proposals.
- Actioned instructions to complete administrative tasks within deadlines.
- Worked with Microsoft Word and Google Docs to complete word processing tasks.
- Communicated meeting action points to relevant staff for prompt resolution.
Education
M.A International Relations - Politics And International Relations
University of Northampton
B.A Political Science - Social Sciences
Kwame Nkrumah University of Science And Technology
Skills
- Client Relationship Management
- Email correspondence handling
- Documentation control
- Interpersonal communications
- Statistical data collection
- Spreadsheet analysis
- Analytical-thinking
- Customer Service
- Time efficiency
- Outstanding written and verbal communication
- Corporate administration
- Problem Resolution
- Telephony etiquette
Affiliations
- Playing football, enhancing collaboration and teamwork
- Reading self-improvement books focused on communication and productivity
- Bullet journaling to strengthen organisation and time management
Timeline
Cheque Management Officer (Domestic Operations)
Consolidated Bank Ghana
12.2022 - 10.2023
Transaction Validation Officer
Consolidated Bank Ghana
07.2022 - 12.2022
Customer Service Officer
Consolidated Bank Ghana
08.2020 - 07.2022
National Service
Tama Poly Clinic
10.2017 - 07.2018
Internship
Enterprise Insurance
11.2015 - 11.2015
Technical and Marketing Officer
Gold link Insurance Brookers
11.2015 - 02.2016
General Secretary
American Field Service Club
01.2011 - 12.2011
M.A International Relations - Politics And International Relations
University of Northampton
B.A Political Science - Social Sciences
Kwame Nkrumah University of Science And Technology
Similar Profiles
FLORENCE OMARIFLORENCE OMARI
Customer Service Officer at The Beige Bank, now Consolidated Bank Ghana LtdCustomer Service Officer at The Beige Bank, now Consolidated Bank Ghana Ltd
ANGELA ABABIOANGELA ABABIO
Business Development/SME Relationship Manager at Consolidated Bank Ghana LtdBusiness Development/SME Relationship Manager at Consolidated Bank Ghana Ltd
SYLVIA ANKUSYLVIA ANKU
Information Security Analyst at Consolidated Bank GhanaInformation Security Analyst at Consolidated Bank Ghana
BENJAMIN NIMAKO OWUSUBENJAMIN NIMAKO OWUSU
Supervisor- Hospital Operations at CONSOLIDATED BANK GHANA LIMITEDSupervisor- Hospital Operations at CONSOLIDATED BANK GHANA LIMITED
ABHIJEET JAINABHIJEET JAIN
Director of Technology Products at Prudential AssociatesDirector of Technology Products at Prudential Associates