SHIRLEY SEDEM ADOKPA
Lenexa
Summary
Result-oriented and technically trained management professional with progressive experience in enhancing customer experience, building value-added client relationships, customer retention and providing tailored financial solutions. A double award-winning staff in excellent customer service delivery with more than 5 years experience in client service, operations support, and project coordination in the banking sector. Results-driven MBA candidate in Project Management seeking internship opportunities in project support, business analysis, or operations to apply practical skills and contribute to organizational goals.
Overview
11
11
years of professional experience
2026
2026
years of post-secondary education
Work History
Facilities Management Support Assistant
Park University
06.2023 - 07.2023
- Adhered to strict timelines for the readiness and use of campus learning facilities
- Collaborated effectively with team members and worked independently in enhancing campus laboratory facilities for use
- Improved Facilities monitoring and evaluation through user feedback and ongoing maintenance
Customer Service Officer
OmniBSIC Bank Ghana Limited
12.2018 - 12.2022
- Providing professional advice and information to clients
- Team lead in testing the efficiency of a new banking application software project
- Determining clients' needs and proposing most appropriate products and services
- Opening Accounts for potential clients who meet the institutional requirements
- Receiving all client complaints and ensure that complaints are addressed
- Providing on the job training for new colleague employees
Client Relationship Officer
OmniBSIC Bank Ghana Limited
07.2016 - 12.2017
- Acquiring, managing and sustaining a portfolio of retail clients and develop long term relationships
- Developing and implementing a detailed Account/Call Plan to support acquisition activities and follow ups
- Providing professional advice and information to clients on deposits, transactions and investments
- Instituting measures to identify and provide solutions to customer complaints to sustain general service quality
Service Personnel
Parliament of Ghana (Official Report Department/Hansard)
09.2014 - 08.2015
- Assisting the Official Report Department in the business of Parliament
- Helping Official Reporters to transcribe parliamentary proceedings for records
- Helping with the preparation of Reporters and Editors' daily roster for Chamber reporting
- Performing other duties as assigned by my supervisors
Intern
State Insurance Company Limited
06.2013 - 07.2013
- Renewing of clients' insurance(s)
- Writing of renewal letters and sending to clients
- New insurance entrants and the issuing of insurance certificates
Intern
Ghana Revenue Authority | Lapaz
06.2012 - 07.2012
- Working out income tax of tax payers
- Collection and recording of taxes from clients
- Performing other duties as assigned by my supervisors
Education
Master's in Business Administration - Project Management
Park University
Parkville, MissouriBachelor of Arts - Political Science and Theatre Arts
University of Ghana
Skills
Client relationship management
Stakeholder Communication
Team Leadership & Coordination
Staff Training
Effective Communication skills - oral and written
Customer Service & Support
Database Maintenance
Time management
Business Process Improvement
Documentation & Record Keeping
Analytical Thinking
Attention to detail
Organizational Skills
Multitasking
Project Execution
Decision-making
Quality Assurance
Notable Achievements
- Certificate of Participation, OmniBSIC Bank, AML/CFT & P Certificate Exams, 90%, 07/01/22
- Certificate of Participation, OmniBSIC Bank, Remittance Certification Examination, 80%, 05/01/22
- Certificate of Participation, National Banking College, Leadership Development for Women in Banking, 11/01/21
- OmniBank Customer Service Excellence Award, 03/01/17 - 05/31/17
- OmniBank Customer Service Excellence Award, 12/01/16 - 02/28/17
Timeline
Facilities Management Support Assistant
Park University
06.2023 - 07.2023
Customer Service Officer
OmniBSIC Bank Ghana Limited
12.2018 - 12.2022
Client Relationship Officer
OmniBSIC Bank Ghana Limited
07.2016 - 12.2017
Service Personnel
Parliament of Ghana (Official Report Department/Hansard)
09.2014 - 08.2015
Intern
State Insurance Company Limited
06.2013 - 07.2013
Intern
Ghana Revenue Authority | Lapaz
06.2012 - 07.2012
Bachelor of Arts - Political Science and Theatre Arts
University of Ghana
Master's in Business Administration - Project Management
Park University