Nana Yaa Bimpomaa Ofori
Mansfield,TX
Summary
Technically proficient MSc Sustainability and Environmental Management and MSc Development Finance graduate with experience in banking and relationship management. Skilled in general office duties, stakeholder communication, and presentations. Seeking sustainability roles to drive the transition to sustainable processes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
First Customer Advisor
Shell Energy Retail Limited (Now Octopus Energy)
Coventry, United Kingdom
2023.07 - 2024.03
- Addressed customer concerns regarding energy consumption and offered clear explanations on reducing bills and enhancing energy efficiency.
- Took ownership of customers without energy supply and scheduled emergency engineer attendance
- Supported low-income customers by providing credit advances and negotiating debt repayment agreements
- Discovered customer vulnerability and enrolled them in priority service
- Interacted with customers through various channels including inbound calls, outbound calls, webchat, and emails to effectively resolve their inquiries using strong communication skills and problem-solving techniques
- Managed customer accounts and updated relevant/required information into the systems, while liaising with other departments to resolve customer queries.
- Provided efficient first-contact resolutions to customer complaints and queries
- System Knowledge: Verint, Ecoes
- Zendesk, Maxcare, KeyIVR, Smart Metering Management Console, XOServe, Jira, Cascade, Gmail, 360, Nice InContact (Production)
Customer Service Advisory
TSYS Managed Services EMEA LTD
Coventry, United Kingdom
2022.10 - 2023.06
- Consistently delivered excellent customer service and promptly responded to customer inquiries
- Identified and offered solutions to resolve recurring issues through efficient investigations
- Efficiently worked together with internal teams to deliver streamlined customer service
- System Knowledge: Verint, Microsoft Outlook, Avaya, TCI, TS2
Owner and Manager
Bimp’s Haven (Start-up)
Accra, Ghana
2020.01 - 2021.09
- Identified and engaged with prominent suppliers and wholesalers for loungewear and sleepwear products to enhance retailing
- Enhance business visibility through innovative social media marketing
Head, Treasury Operations
Bond Savings and Loans Limited
2018.01 - 2020.01
- Managed and ensured the smooth execution of all Treasury operational and administrative functions
- Managed investments and deposits for over 100 individuals and corporate institutions
- Created proposals for potential corporate and high-net-worth clients
- Secured over 50 clients by creating persuasive and impactful proposals for potential clients
- Delivered services to potential clients on a needs-based model
- Ensured a top-notch customer experience for potential and current customers
Relationship Manager (Treasury Department)
Bond Savings and Loans Limited
2014.02 - 2017.12
- Developed and managed the $5m Duapa portfolio effectively
- Conducted market analysis and successfully generated $2m in sales by selling BOND products to individual and corporate clients.
- Successfully resolved customer issues while ensuring strong financial relationships
- Organized symposia and presented BOND products and services to prospective clients
Treasury Back Officer
Bond Savings and Loans Limited
2011.09 - 2014.02
- Maintained accurate records by documenting customer accounts, processed a high volume of customer requests efficiently to ensure timely resolution, and prevented delays by promptly rolling over matured investments.
- Addressed customer complaints and inquiries through telephone and face-to-face interactions
Customer Service Officer (National Service)
2010.11 - 2011.08
- Configured and established clients in software while verifying provided KYCs
- Entered data while reconciling Excel figures in the database system.
Education
MSC - Sustainability and Environmental Management
Coventry University
09.2022
MSC - Development Finance
University of Ghana Business School
Legon05.2017
Bachelor of Arts - Psychology & Linguistics
University of Ghana
Legon07.2010
Skills
- Customer Relations
- Business Management
- Administrative Oversight
- Branding
- Flexibility
- Strategic planning
- Problem-solving
- Good teamwork
- Leadership
- High-level knowledge in basic charts
- Graphs
- Tables
- Good verbal and written communication
- Business Marketing
- Business Development
Interests and Achievements
Environmental Impact Assessment – Certified IEMA Student member, CMI Level 7 Certificate in Strategic Management & Leadership Practice, Researched and planned a tour to several European countries. Eager to learn about different cultures and planning travel to Asia., Available upon request
Industry Skills
Ability to sell environmental and sustainability initiatives to colleagues and clients., Branding and content marketing., Good communication, flexibility, strategic planning, and problem-solving skills., Good teamwork and leadership skills., High-level knowledge and expertise in basic charts, graphs, and tables.
Languages
English
Professional
Accomplishments
- Customer Excellence, Bond Savings & Loans (2013)
- Best Customer Advisor, Tsys Managed Services (2023)
Affiliations
- Reading
- Watching Movies
- Taking walks
- Gyming
- Travelling
Certification
- CMI Level 7 Certificate in Strategic Management & Leadership Practice
- Environmental Impact Assessment - Certified IEMA Student Member
References
References available upon request.
Timeline
First Customer Advisor
Shell Energy Retail Limited (Now Octopus Energy)
2023.07 - 2024.03
Customer Service Advisory
TSYS Managed Services EMEA LTD
2022.10 - 2023.06
Owner and Manager
Bimp’s Haven (Start-up)
2020.01 - 2021.09
Head, Treasury Operations
Bond Savings and Loans Limited
2018.01 - 2020.01
Relationship Manager (Treasury Department)
Bond Savings and Loans Limited
2014.02 - 2017.12
Treasury Back Officer
Bond Savings and Loans Limited
2011.09 - 2014.02
Customer Service Officer (National Service)
2010.11 - 2011.08
MSC - Sustainability and Environmental Management
Coventry University
MSC - Development Finance
University of Ghana Business School
Bachelor of Arts - Psychology & Linguistics
University of Ghana