Mercy Sarfo
Manchester
Summary
Results-oriented banking professional with a decade of experience in customer service. Committed to resolving customer issues swiftly, fostering positive interactions. Skilled in high-pressure environments and building rapport with diverse clients. Seeking a challenging role that supports career advancement within a collaborative team.
Overview
20
20
years of professional experience
Work History
Volunteering
Salvation Army Charity Shop
Manchester
06.2024 - Current
- Answered guest inquiries regarding facility events and future offerings, enhancing guest experience.
- Managed inbound customer inquiries via phone and live chat, resolving issues efficiently for improved customer satisfaction.
- Resolved customer queries at the first point of contact.
- Monitored guests for aggressive behaviour, ensuring safety by promptly escalating to security personnel.
- Verified IDs for age-restricted activities in line with company policy.
- Collected payments and fees using POS system with zero errors.
- Sorted and priced clothing and books for effective sales display.
Customer Coordinator
Joseph Davies Services
Manchester
03.2024 - Current
- Assisted customers by providing knowledgeable responses to enquiries on product placement, details, and availability.
- Acknowledged and resolved complaints promptly to enhance customer satisfaction.
- Managed relationships with existing clients to ensure ongoing service satisfaction and support.
- Live chat with customers, answering questions about the makeover process, materials and pricing.
- Preparing customers'' invoicess
- Accurately process product orders efficiently.
- Process sales orders as per company policy.
- Scheduled appointments with clients to optimise time management.
- Booking home measurement and consulting appointments with the design team.
- Explain terms of service to clients , and give quotations for certification contracts
- Prepared detailed quotations for customers based on their requirements.
- Liaise with internal departments to ensure seamless service delivery.
- Handling customers' feedback , addressing concerns about the renovation process , and escalating unresolved technical issues to the installation managers.
- Managing customers' data and updating records in the company database.
- Preparing monthly reconciliation and monthly reports.
- Meet with prospective staff to illustrate team joining benefits.
- Managed progression plans for new staff to facilitate their development.
SME Officer for the Northern Sector
The Royal Bank (Gh) Ltd
Ghana
01.2013 - 02.2018
- Manage and maintain relationship with existing clients.
- Creating strong customer outcomes by matching solutions to stated needs.
- Enhanced business development efforts by ensuring customer needs were consistently met.
- Led team of junior officers, enhancing operational efficiency through effective leadership and guidance.
- Compiled detailed reports for senior management, highlighting operational performance and actionable strategic recommendations.
- Developed and implemented new staff progression plans to enhance career growth.
- Streamlined referral flow for walk-in clients by improving collaboration and communication among team members.
- Enhanced business development efforts by ensuring customer needs were consistently met..
- Responded to emergency calls for service, providing timely assistance and support to individuals in distress.
Branch Operations Manager
The Royal Bank (Gh) Ltd
Ghana
01.2013 - 11.2017
- Oversaw daily operations of branch, maximising efficiency and service quality to customers.
- Minimised transaction errors by authorising teller cash and approving branch payments promptly.
- Ensured accuracy of cheque handling by confirming each transaction promptly. outward and inward cheques promptly.
- Protect cheque handling accuracy by confirming
- Performed regular audits on branch operations, identifying and rectifying discrepancies to ensure compliance.
- Addressed customer complaints with prompt resolutions, maintaining high retention rates.
- Strengthen staff capability by organising in-house training for branch teams.
- Enhanced staff engagement by fostering relationships through active listening and support.
- Improve staffing decisions by recommending branch staff for available positions.
- Support head office governance by preparing monthly reconciliation and reports.
- Maintain secure cash process by safeguarding branch vault and safe custody keys.
Relationship Banker
HFC Bank (Gh) Ltd
Ghana
04.2009 - 12.2013
- Developed strong relationships with customers through consistent politeness and helpfulness during interactions.
- Scheduled, arranged and attended meetings with customers to maintain trusting and long-lasting relationships.
- Cross-sold bank products to customers, enhancing service offerings and promoting comprehensive financial solutions.
- Created sales and marketing strategies to increase customer base and enhance sales.
- Coordinated branch marketing activities and monitored targets set for direct sales officers to drive engagement.
- Monitored customers' assets and liabilities to ensure financial stability.
- Prepared and analysed credit reports to assess borrower eligibility.
Customer Advisor
The Barclays Bank (Gh) Ltd
Ghana
10.2007 - 10.2008
- Helped customers by knowledgeably answering enquiries regarding product placement, details and availability.
- Opened current accounts, savings products, and package loan products to meet customer financial needs.
- Oversaw daily management of customer accounts to ensure accurate and timely updates.
- Providing investment advice to customers
- Created positive customer experiences by going the extra mile to address inquiries and concerns.
- Remained calm under pressure to handle complaints and solve problems.
- Remained calm under pressure to handle customer complaints and solve problems.
- Ensuring compliance with legislation and KYC issues in account opening procedures
- Organised and maintained filing system for customer static data to ensure easy retrieval.
- Ensuring that team members receive coaching and feedback in order to develop and achieve their maximum potential
- Acted as sales manager in their absence, ensuring continuity of team operations.
Back Office Clerk
SG SSB BANK (GH) Ltd
Ghana
12.2006 - 12.2007
- Recorded high volumes of financial transactions with accuracy.
- Reviewed and verified transactions from the previous day for accuracy.
- Monitored daily inward cheques for timely processing
- Tracked Branch Suspense, Deferred, and Bank of Ghana accounts for discrepancies
- Preparation of monthly report with Payment Orders, Branch Suspense , Bankers Payment and Bank of Ghana Accounts.
- Replenished cash supplies and reconciled ATM accounts to ensure availability
- Completed paperwork to required standards and independently corrected errors.
- Followed written instructions to carry out tasks to exact specifications.
- Maintained working understanding of business processes and financial services.
- Kept office documentation and filing system organised and updated.
- Communicated with customers professionally to provide support and facilitate access to products.
- Responding to customer complaints with respect to the ATM machine
- Coordinated training programmes by assessing needs and scheduling sessions
Education
Bachelor of Business Administration - Pyschology and Accounting
University of Cape Coast
Ghana01-2006
Skills
- Order processing
- Data management
- POS system operation
- Report preparation
- Appointment scheduling
- Client relations
- Client engagement
- Customer engagement
- Service delivery
- Feedback management
- Conflict resolution
- Problem solving
- Decision making
- Transaction accuracy
- Attention to detail
- Time management
- Risk Assessment
- Safety procedures
- Team leadership
- Communication skills
- Effective communication
- Active listening
- Relationship-building
- Self-motivation
- Client satisfaction
- Client satisfaction
Timeline
Volunteering
Salvation Army Charity Shop
06.2024 - Current
Customer Coordinator
Joseph Davies Services
03.2024 - Current
SME Officer for the Northern Sector
The Royal Bank (Gh) Ltd
01.2013 - 02.2018
Branch Operations Manager
The Royal Bank (Gh) Ltd
01.2013 - 11.2017
Relationship Banker
HFC Bank (Gh) Ltd
04.2009 - 12.2013
Customer Advisor
The Barclays Bank (Gh) Ltd
10.2007 - 10.2008
Back Office Clerk
SG SSB BANK (GH) Ltd
12.2006 - 12.2007
Bachelor of Business Administration - Pyschology and Accounting
University of Cape Coast