Bernard Okraku Yaw Ohene
Beijing
Summary
Goal-oriented Customer Service Manager with 2 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Highly motivated and goal-driven Financial Analyst skilled in collecting, monitoring and studying data to analyze financial status and recommend business strategy. Experienced in qualitative and quantitative analysis, contract management and forecasting. Tech-savvy in use of spreadsheets, accounting and financial management software. Enterprising Financial Analyst with proven success in recommending appropriate financial plans based on accurate data collection, financial monitoring and business strategizing. Expertise includes financial analysis and reporting, contract management and forecasting. Develops and maintains high standards of quality and issue resolution through effective financial planning. Adept at utilizing top-of-the-line communication skills to build and foster long-term relationships. Work collaboratively with team members from different disciplines to coordinate investment deals, optimizing investment types, sourcing funding and meeting client objectives
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Teleperformance China.
Beijing
11.2020 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
- Managed over 40 customer calls pr day
Financial Management Officer
Aviance Ghana Limited
Accra
08.2015 - 07.2017
- Recorded, interpreted and communicated financial data and plans using Sun System.
- Analyzed programs to assist with efficient allocation of resources.
- Prevented misuse, fraud and waste of Company's assets
- Adjusted financial management system to be accurate and productive.
- Budget development and financial planning.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Developed strategic plans for day-to-day financial operations.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Established and checked coding procedures, monitored reports and updated internal files.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Increased Revenue by 30%
Cargo Handler
Aviance Ghana Limited
Accra
07.2012 - 08.2013
- Maintained inventory records to track stock.
- Documented readings from equipment gauges.
- Safeguarded material transfers and storage of various mission-capable parts and sensitive, highly visible cargo.
- Met aircraft configurations by security cargo and mail on pallets and in place.
- Maintained high success rate in correct and safe handling of explosives and other special cargo.
- Handled cargo management and safety processes and managed palletizing and special cargo procedures.
- Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
- Arranged items at destination according to customer requests and instructions.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Verified documentation and condition of freight to assure quality standards were achieved.
- Managed warehouse operations and verified proper shipment procedures.
- Assembled and filled more than 28 shipments per day and prepared all shipping documents
Loan Processor
Joy 2 the World Microfinance
Accra
04.2008 - 04.2012
- Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
- Developed prospects of new loans by conducting 17 calls weekly.
- Prepared documents for underwriting by verifying client income, credit reports and other information.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Processed loans within various departments to achieve timely, accurate and fair proceedings.
- Set up and completed loan submission packages.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
- Maintained long-term relationships with customers to provide best-in-class customer service.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Looked over and approved various types of loans.
- Coordinated closing process with attorneys, title companies and government clerks.
- Acquired management approval for small business and commercial loans.
Education
Ph.D. - Finance
University of International Business And Economics
Beijing, China06.2021
Master of Science - World Economy
Beijing Normal University
Beijing, China 06.2015
Bachelor of Science - Banking And Finance
Central University
Ghana07.2012
Skills
- Performance Tracking and Evaluations
- Continuous Improvements
- Technical Proficiency
- Data Entry and Maintenance
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Timing Optimization
- Cash Flow and Reconciliation
- Strategic Financial Planning
- Data Research and Analysis
- Expense and Revenue Analysis
- Budgeting and Variance Analysis
Accomplishments
- Collaborated with team of 5 to Educate Traders on Personal Financing
- Used Microsoft Excel to develop inventory tracking spreadsheets for Small and Medium Enterprises
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned continues highest marks for customer satisfaction.
Playing Table Tennis and Reading
I usually play table tennis for half an hour every evening and also read at least a chapter of a book or article before i go to bed.
Languages
English
Native language
Chinese (Mandarin)
Elementary
A2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Manager
Teleperformance China.
11.2020 - Current
Financial Management Officer
Aviance Ghana Limited
08.2015 - 07.2017
Cargo Handler
Aviance Ghana Limited
07.2012 - 08.2013
Loan Processor
Joy 2 the World Microfinance
04.2008 - 04.2012
Ph.D. - Finance
University of International Business And Economics
Master of Science - World Economy
Beijing Normal University
Bachelor of Science - Banking And Finance
Central University
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