Paula Lokko
London,United Kingdom
Summary
Paula is a dynamic client relationship manager with a comprehensive background spanning customer service, sales, and proficient management. Adept in orchestrating well-tailored engagements with a diverse client base, showcasing exceptional organizational skills and keen attention to detail. Known for establishing and nurturing enduring client relationships, complemented by a track record of swift and effective resolution of operational challenges with professionalism. Additionally, brings valuable experience in IT, leveraging technological expertise to optimize client interactions and enhance operational efficiency.
Overview
7
7
years of professional experience
Work History
Relationship Manager: Corporate and Retail Banking
Zenith Bank Ghana Limited
Tema, Ghana
07.2018 - 09.2023
- Manage and maintain a healthy portfolio consisting of high-net-worth individuals.
- Generate incremental income by developing effective strategies of cross selling the Bank’s products and services.
- Develop, present, and utilize innovative marketing plans while collaborating with internal and external partners to meet the financial needs of each customer.
- Create new relationships and initiate the reactivation of dormant accounts.
- Preparation of credit approval memos for risk assets on behalf of customers.
- Study customers’ financial statements to derive key ratios pertinent to loan repayment.
- Spearhead deposit mobilization efforts.
- Provide financial advice to customers.
Operations Manager
Golden Deluxe Foods Limited
Accra, Ghana
01.2017 - 12.2017
- Prepared food production schedule and made necessary distribution arrangements.
- Established operating and work procedures.
- Sourced food ingredients from various suppliers to optimize expenditure.
- Supervised caterers and ensured that all safety protocols and hygienic practices were adhered to.
- Handled the taking of food orders.
- Followed up with deliveries to customers.
- Handled customer grievances/ complains.
Intern (Customer Service Representative)
Zenith Bank Ghana Limited
Tema, Ghana
07.2017 - 08.2017
- Opened accounts and assisted with change in mandates.
- Processed cheques books, ATM cards and bank statements.
- Cross sold products and services of the bank.
- Recommended potential products and services to management by collecting customer information and analyzing customer needs.
- Managed incoming calls.
- Built sustainable relationships of trust through open and interactive communication.
- Handled complaints, provided appropriate solutions and alternatives withing the time limit and followed up to ensure resolution. • Compiled comprehensive reports on overall customer satisfaction to support management decisions.
Education
Master of Science - Applied Data Science
University of Essex
United Kingdom10-2024
MBA - Master of Business Administration
University of East London
United Kingdom03-2024
Professional Development Course - Operations Management
UNICAF University
12-2020
Bachelor of Arts - Information Studies With Archaeology
University of Ghana, Legon
Ghana11-2018
Skills
- Proficiency in the basic Microsoft office suites
- Adeptness in SQL and databases
- Proficient in R and Python programming
- General IT skills
- Excellent problem solving skills
- Clear communication skills, both verbal and written compilation
- Creative and Innovative thinking
- Customer care management
- Excellent verbal and written communication skills
- Attention to Detail
Timeline
Relationship Manager: Corporate and Retail Banking
Zenith Bank Ghana Limited
07.2018 - 09.2023
Intern (Customer Service Representative)
Zenith Bank Ghana Limited
07.2017 - 08.2017
Operations Manager
Golden Deluxe Foods Limited
01.2017 - 12.2017
Master of Science - Applied Data Science
University of Essex
MBA - Master of Business Administration
University of East London
Professional Development Course - Operations Management
UNICAF University
Bachelor of Arts - Information Studies With Archaeology
University of Ghana, Legon