JUSTINA S. ESSANDOH

• Assessed employee performance and developed improvement plans.
• Trained employees on proper procedures and strategies to improve productivity.
• Maintained friendly and professional customer interactions.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Maintained branch files for major accounts, investments and employees.
• Set up and supervised cash shipments.
• Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
• Implemented new organizational strategies to strengthen filing systems for billing, receiving and delivery reports to optimize processes.
• Performed monthly compliance checks.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Preparing and submission of periodic report for decision making

• Plan and ensure the efficient and effective running of the entire business
• Managing a twelve member team| Managing and resolving operational issues promptly to enhance customer experience
• Carrying out regular fraud sensitization training for all operations staff| Ensuring proper maintenance culture over all assets of the shop in the area and carry out regular spot checks on the state of our environment in the shop
• Ensuring adequate job rotation and forestall unavailable relieving hands| Maintaining efficient processes through continuous operational process review and improvement activities to reduce where necessary general turnaround time.
• Trained employees in company and regulatory compliance requirements to promote conformance.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
• Delivered performance reviews, recommending additional training or advancements.
• Greeted visitors, employees and clients politely and professionally for excellent reception service.

Personal assistant to the Managing Director (Unicredit Savings and Loans - In Receivership)

• Receiving and validating proof of deposit claim forms, recommending payment.
• General operations management
• Updating personal and account details of customers of Heritage and Premium Bank after their consolidation.
• Ensuring proper filling and redistribution of account packs for easy tracking and referencing

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Ensuring that the branch complies with the cash handling policies and procedures of the bank
• Ensuring that vault cash limits set for the branch is within the approved advice (vault) limits and also compare vault cash balances to the vault cash limits set to ensure compliance.
• Controlling and resolving banking and operational issues, promptly.
• Ensuring that all internal accounts are in order through daily General Ledger (GL) review, weekly proofs and reconciliation, and ensuring there are no unusual balances
• Reviewing control and audit reports, addressing issues raised and ensuring they do not recur.
• Ensuring proper maintenance culture over all assets of the bank in the area and carry out regular spot checks on the state of our environment in the branch.
• Ensuring adequate job rotation and notify head of Human Resource of all such redeployments.

• Assisted operations manager with planning of routine operations and special projects.
• Assisted with facility scheduling and customer service.
• Solved problems timely and effectively, ensuring customer satisfaction.
• Managed and maintained file system covering expenses, reports, and support documentation.
• Monitored and updated inventory levels and maintained accurate records of inventory and stock movements.
• Supported new employee training and onboarding, providing documentation and training materials on operational processes and procedures.
• Trained and supervised employees on office policies and procedures.
• Processing internal investments/ BOG Treasury bills.
• ATM custodian; ensuring balancing and replenishment.
• Establishing good rapport with customers to uphold the positive image of the bank.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Provided primary customer support to internal and external customers.
• Assisted call-in customers with questions and request.
• Promoted company brand and unique offerings through personalized customer service.
• Managing branch contracts; ensuring contracts are efficiently carried out and contractors duly paid.
• Recommending trainings and job rotational activities to ensure branch-fit at all times.
• Ensuring branch adherence to policies and procedures.

• Processed customer transactions promptly, minimizing wait times.
• Identified sales opportunities and referred customers to branch partners in financial services.
• Educated customers on use of banking website and mobile apps.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Maintained accurate records of customer transactions in line with bank procedures.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
• Followed up on customer complaints and provided solutions to enhance customer satisfaction.
• Cross-sold credit cards, loans and other bank products.
• Educated customers on online banking and mobile banking applications.
• Supervising Tellers to ensure adherence to company policy

• Oversaw and maintained regional service budget to verify fiscal responsibility.
• Developed and enforced regional service policies and procedures.
• Ensure accurate checking of cash lodged by customers.
• Receiving and processing cheques to be deposited into customers’ accounts.
• Payment of customer cheques properly drawn and within limits appropriately approved.
• Cash payment to money transfer beneficiaries.
• Provide customers with their account balances on request.
• Ensure that money transfer beneficiaries are promptly paid.
• Timely and accurate rendering of cashiering duties.
• Accurate balancing of work at the end of day.
• Establishing good rapport with customers to uphold the positive image of the bank.

• Responsible for responding to letters related to sampling of Cocoa Processing Products
• Responsible for updating the department’s forms and other paperwork in line with Cocoa Processing’s Quality Management System
• Assisted channel specialist with typing, reconciliation and following up on request vouchers
• Analyzed problems and worked with teams to develop solutions.
• Completed research, compiled data, updated spreadsheets, and produced timely reports.