Isaac tisah
Montréal,QC
Summary
Proven Branch Manager with a track record of enhancing customer satisfaction and boosting branch performance at Rural Investment Credit S.A. Skilled in Branch Operations Management and fostering strong team dynamics. Increased profitability through strategic leadership and effective customer relationship management, achieving and surpassing sales targets consistently. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
22
22
years of professional experience
Work History
BRANCH MANAGER
RURAL INVESTMENT CREDIT S.A (MICRO FINANCE)
12.2012 - 06.2024
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
BRANCH MANAGER
U.C.C.S LTD (COMMUNITY CO-OPERATIVE SOCIETY)
08.2011 - 11.2012
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
GESTIONNAIRE CLIENTELE /Customer Care Representative
LA FINAL (MICRO FINANCE)
10.2009 - 07.2011
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Communicated with clients regarding account services, statements, and balances.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Resolved concerns with products or services to help with retention and drive sales.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Continuously sought self-improvement opportunities through ongoing education and professional development programs related to the field of customer care.
- Monitored social media platforms for any customer complaints or inquiries, addressing them promptly through appropriate channels.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Assisted in the development of internal processes aimed at enhancing overall team productivity levels within the call center environment.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Provided constructive feedback on company products based on recurring client concerns, resulting in improvements that increased overall satisfaction rates.
- Managed supplier deliveries around client needs to increase client retention.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and provided backup support for organizational leadership.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Cross-trained and backed up other customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Created and maintained detailed database to develop promotional sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Trained staff on operating procedures and company services.
BRANCH MANAGER
CAPCOL (MICRO FINANCE)
10.2002 - 09.2009
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Assessed employee performance and developed improvement plans.
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Complied with regulatory guidelines and requirements.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Consulted customers to boost product sales and services.
- Examined customer loan applications for loan approvals and denials.
- Resolved various issues impacting sales management and business operations.
- Boosted sales and customer loyalty through incentive programs.
- Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
- Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within the local community.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Utilized data-driven insights to make informed decisions regarding staffing levels during peak seasons thereby maintaining smooth functioning of branch operations.
- Submitted loan applications to underwriter for verification and recommendation.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Generated financial and operational reports to assist management with business strategy.
- Implemented service improvements to enhance sales cycle.
- Championed process improvement initiatives that resulted in increased efficiency, improved service quality, or cost savings for the organization as a whole.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Launched new training program to boost employee skills and staff retention rate.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Complied with established internal controls and policies.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Developed strategic plans for day-to-day financial operations.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Established and checked coding procedures, monitored reports and updated internal files.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Utilized financial software to prepare consolidated financial statements.
- Created financial dashboards to provide insights into key performance indicators.
- Conducted financial due diligence on potential investments and acquisitions.
- Supported financial director with special projects and additional job duties.
- Designed and maintained financial models to identify and measure risks.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Created and managed financial models to evaluate corporate investments and acquisitions.
Education
High School Diploma -
NATIONAL COMPREHENSIVE HIGH SCHOOL
LIMBE-CAMEROON 07.2002
Skills
Branch Operations Management
Customer Service
Customer Relationships
Excellent time management skills
Attention to Detail
Excellent work ethic
Coaching and Mentoring
Team Supervision
Relationship building and management
Client Relationship Management
Relationship Management
Strong team-builder
Verbal/written communication
Employee Development
Languages
English
Native or Bilingual
French
Full Professional
MUSIC, CINEMA, TRAVEL,READING
I LOVE A LOT OF JAZZ,R&B AND AFRO BEATS MUSIC AND LOVE READING ,TRAVEL AND CINEMA I LIKE TO DISCOVER THE WORLD THROUGH MY HOBBIES.
Timeline
BRANCH MANAGER
RURAL INVESTMENT CREDIT S.A (MICRO FINANCE)
12.2012 - 06.2024
BRANCH MANAGER
U.C.C.S LTD (COMMUNITY CO-OPERATIVE SOCIETY)
08.2011 - 11.2012
GESTIONNAIRE CLIENTELE /Customer Care Representative
LA FINAL (MICRO FINANCE)
10.2009 - 07.2011
BRANCH MANAGER
CAPCOL (MICRO FINANCE)
10.2002 - 09.2009
High School Diploma -
NATIONAL COMPREHENSIVE HIGH SCHOOL
Similar Profiles
Prince Nsiah GyamfiPrince Nsiah Gyamfi
Credit/Loans Officer at Quick credit and Investment Micro-Credit LtdCredit/Loans Officer at Quick credit and Investment Micro-Credit Ltd
Ali AbdullaAli Abdulla
Finance Manager at Futuru Mcb, S.A- Micro Finance BankFinance Manager at Futuru Mcb, S.A- Micro Finance Bank
Javier Álvarez SedesJavier Álvarez Sedes
Company Internships at SERFIEX S.A. and ADVANCE FINANCE MANAGEMENT S.A.Company Internships at SERFIEX S.A. and ADVANCE FINANCE MANAGEMENT S.A.