Summary
Overview
Work History
Education
Languages
Certification
Skills
Timeline
Generic

DORCAS LORLORNYO ADJOKATSE

Guelph,ON

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Experience Lead

ACCESS BANK GHANA LIMITED
01.2025 - 04.2025
  • Collaborated with product development teams to incorporate user feedback into future designs, resulting in more user-friendly offerings.
  • Reduced attrition rate by proactively addressing potential churn risks and implementing targeted retention initiatives.
  • Developed innovative solutions to address emerging customer needs, resulting in higher retention rates.
  • Managed multiple projects simultaneously, delivering on-time completions while exceeding client expectations at every turn.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous process enhancements.
  • Ensured consistent adherence to established protocols throughout all points of contact with customers.
  • Strengthened brand reputation by cultivating positive word-of-mouth reviews and testimonials from satisfied customers.
  • Trained and mentored new team members, improving overall team performance and knowledge base.
  • Conducted regular audits of customer interactions, maintaining high quality standards across the organization.
  • Introduced targeted upselling strategies that boosted revenue without compromising customer satisfaction levels.
  • Initiated cross-functional collaboration between departments to better serve customers and deliver seamless experiences.
  • Championed a company-wide culture shift towards customer-centricity, fostering an environment where every employee prioritized exceptional service delivery.
  • Established strong relationships with key accounts, ensuring loyalty and long-term business growth.
  • Led efforts to streamline communication channels, allowing for faster issue resolution and a more cohesive customer experience.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.

Branch Service Head

ACCESS BANK GHANA LIMITED
07.2017 - 12.2024
  • Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
  • Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
  • Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
  • Managed branch vault and cash supply to keep appropriate level of currency on hand.
  • Trained staff in bank products, operations procedures and successful sales strategies.
  • Built trusting relationships with members by offering sound financial advice and personalized service.
  • Processed customers' deposits, transfers and cash withdrawals.
  • Protected branch assets through security monitoring and effective assessment techniques at each customer contact point.
  • Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
  • Cross-sold products such as consumer loans by listening to customers and understanding needs and taught staff to implement similar processes in every interaction.
  • Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
  • Coached staff to improve efficiency and revenue with more effective procedures and approaches.
  • Helped customers effectively navigate bank technology such as kiosks and mobile access to reduce common questions and unprofitable interactions.
  • Enhanced security measures within the branch, minimizing instances of fraud or theft.
  • Mentored junior employees in professional development opportunities, helping them advance their careers within the organization.
  • Increased revenue with proactive sales strategies and cross-selling of banking products to customers.
  • Oversaw facility maintenance tasks to maintain a clean, safe working environment for both staff and customers alike.
  • Conducted regular audits of branch activities, ensuring compliance with regulatory requirements and company policies.
  • Developed strong relationships with clients, fostering loyalty and trust while driving business growth.
  • Coordinated community outreach initiatives to increase brand visibility and promote financial literacy among local residents.
  • Boosted team morale through effective communication, recognition of achievements, and creating a positive work environment.
  • Facilitated problem-solving sessions among team members, empowering them to address challenges independently as they arose.
  • Collaborated with other departments to streamline interdepartmental procedures for faster issue resolution.
  • Managed branch operations for optimal efficiency, ensuring smooth daily functioning and minimizing downtime.
  • Implemented staff training programs to enhance employee performance, resulting in improved customer service scores.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.

Branch Service Head Back

ACCESS BANK GHANA LIMITED
04.2016 - 06.2017
  • Supervised tellers and customer care officers to ensure customer satisfaction and avoid undue delays.
  • Reviewed account opening packs for completeness of documentation and authorization.
  • Ensured transactions are handled in accordance with the banks' operational procedures and service level agreement.
  • Reconciled ATM and general ledgers
  • Managed cash and vault to ensure operations are within approved limits.
  • Acted in the absence of the operations manager and any other ad hoc task as may be required.
  • Managed staff compliance with operating procedures and processes and ensures that all operational risks are minimized through the full implementation of risk management framework procedures.
  • Ensured that ATM faults are rectified as soon as possible and journal cash balance sheet totals balance with the ATM physical cash holding.
  • Carried out the duties of a vault and ATM custodian.
  • Supervised tellers' operations to minimize the occurrence of cash differences.
  • Balance the vault at the end of each working day and update the vault registers accordingly.
  • Coordinate weekly staff training.
  • Ensuring a healthy ambience and excellent customer service practice by staff.
  • Assisting Head of Operations to manage the banking hall and run other assigned tasks.

Customer Care Officer

ACCESS BANK GHANA LIMITED
05.2012 - 04.2016
  • Account Opening for customers.
  • Advising customers on appropriate accounts and services to apply for
  • Ensuring documentation on account opening.
  • Educate customers on bank's products and services.
  • Account administration (dormant, reactivation, mandate change etc.)
  • Ensures accounts opened are properly assigned to account officers.
  • Assist customers with general enquiries and complaints.
  • Ensure that customers are comfortable and assist them to transact their business.
  • Visa card and cheque book application for customers
  • Stop cheque payment on customers' account.
  • Filing of documents
  • Keeping records of banks property
  • E-Zwich application for customers
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Kept accurate records of all customer interactions and transactions.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Took ownership of customers issues to follow problems through to resolution.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Teller

ACCESS BANK GHANA PLC
04.2012 - 05.2012
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Processed customer transactions promptly, minimizing wait times.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Referred customers to other banking departments for specialized services.
  • Assisted customers with banking needs and inquiries.
  • Maintained friendly and professional customer interactions.

Customer Relationship Executive

BIK INVESTMENT AND CONSULT LIMITED
10.2011 - 02.2012
  • Promoting of company business
  • Sourcing for clients for the company
  • Managing of existing customers
  • Preparing of operational report
  • Opening of accounts
  • Handling of customer complaints

National service

LEKMA HOSPITAL
01.2011 - 09.2011
  • Monitoring and Supervision of Revenue collection
  • Collection of Revenue
  • Stock Taking
  • Issuing of receipt to patients
  • Assisting of patients
  • Filing of documents

Internship

SOCIAL SECURITY AND NATIONAL INSURANCE TRUST
08.2008 - 09.2008
  • Registration of employees
  • Updating of employees' records
  • Generating contribution reports
  • Correction of invalid social security numbers
  • Other customer service duties

Education

Master Of Business - Project Management

University of Guelph
Guelph, ON

Master Of Business Administration - Marketing

University of Ghana
Accra,Ghana
10.2022

Bachelor Of Science - Banking And Finance

University of Professional Studies
Accra,Ghana
08.2014

Higher National Diploma(HND) - Marketing

Ho Technical University
Ho,Ghana
06.2010

Languages

English
Full Professional

Certification

  • Counterfeit Detection and Fraud Prevention
  • Cash handling and security Training
  • Service excellence Training

Skills

  • Strategic thinking
  • Team management
  • Data-driven decision making
  • Customer segmentation
  • Innovation mindset
  • Sales enablement
  • and collaboration
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Problem-solving abilities
  • Reliability
  • Calm and professional under pressure
  • Excellent communication
  • Computer skills
  • Customer service excellence
  • Organizational skills
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Money handling
  • Decision-making
  • Problem resolution
  • Relationship building
  • Customer relations
  • Phone etiquette
  • Microsoft office
  • Data entry
  • Task prioritization
  • Self motivation
  • Product knowledge
  • Interpersonal skills
  • Customer relationship management
  • Analytical thinking
  • Work prioritization
  • Conflict resolution
  • Professionalism
  • Interpersonal communication
  • Account reconciliation
  • Administrative and office support
  • Complaint resolution
  • Record keeping
  • Quality assurance
  • Project management
  • Customer data confidentiality
  • Customer retention
  • Customer relationship management (CRM)
  • Emotional intelligence
  • Document and records management
  • Problem-solving aptitude

Timeline

Customer Experience Lead

ACCESS BANK GHANA LIMITED
01.2025 - 04.2025

Branch Service Head

ACCESS BANK GHANA LIMITED
07.2017 - 12.2024

Branch Service Head Back

ACCESS BANK GHANA LIMITED
04.2016 - 06.2017

Customer Care Officer

ACCESS BANK GHANA LIMITED
05.2012 - 04.2016

Teller

ACCESS BANK GHANA PLC
04.2012 - 05.2012

Customer Relationship Executive

BIK INVESTMENT AND CONSULT LIMITED
10.2011 - 02.2012

National service

LEKMA HOSPITAL
01.2011 - 09.2011

Internship

SOCIAL SECURITY AND NATIONAL INSURANCE TRUST
08.2008 - 09.2008

Master Of Business - Project Management

University of Guelph

Master Of Business Administration - Marketing

University of Ghana

Bachelor Of Science - Banking And Finance

University of Professional Studies

Higher National Diploma(HND) - Marketing

Ho Technical University

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DORCAS LORLORNYO ADJOKATSE