Catherine Dzigbordi Arko

• Designed, implemented, and monitored internal control systems to ensure accuracy, completeness, and validity of financial data, with a team of five (5) in a project.
• Led a three-member team to conducted full risk assessment for seven (7) departments and identified areas for improvement to mitigate potential risks and ensure compliance with regulatory requirements.
• Reduced the bank's risk exposure by 15% when major potential risks were identified and mitigated during the departmental risk assessments.

· Efficiently analyzed all found operational lapses and prescribed adequate solutions, which led to the introduction of weekly reports on pending loans, unverified account opening, dormant accounts etc.

· · Improved quality metrics by 25% through implementation of data-driven insights and performance monitoring.

· Promptly provided back-end support to branches for any operational challenges such as verification of ID documents and authorization of account opening.

· Achieved not less than 95% resolutions of all daily operational issues assigned to my portfolio.

· Introduced a seamless process to ensure request for logins are promptly done with ease.

· Designed new reporting template used to assemble data and prepare quarterly report for external department’s use.

• Enhanced customer satisfaction by expediting the resolution of all customer inquiries and concerns.
• Reviewed and evaluated all the administrative processes pre-existing and introduced new procedures for better efficiencies.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Strongly negotiated credit terms and conditions resulting in about 45% increase in credit approvals and 75% decrease in delinquency rate.

• Led fifteen (25) B2B negotiations securing favorable terms for the bank while maintaining strong relationships.
• Maintained strong relationship with key business customers resulting in higher business referrals with about 45% increase in the existing client portfolio.
• Achieved the employee of the year’s award for two consecutive times due to excellence in delivery at the branch.

· Demonstrated expertise in banking products and services, resulting in a 25% increase in upselling and cross-selling opportunities, with a 95% staff product knowledge assessment score.

· Received high commendations from branch staff and customers leading to confirmation my employment as a permanent staff after national service.

· Built strong skills in managing and resolving customer-related issues which resulted in building the highest cash deposit portfolio, exceeding the individual target by 17%.

· Provided exceptional user support, achieving a 95% user satisfaction rating, with a 25% reduction in support requests.