Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) Email and Phone Number
Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) personal email
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Mr. Nurokinan Chimbar is a highly experienced development and service delivery consultant with over 15 years of expertise in providing technical assistance to Non-Governmental Organizations (NGOs), multilateral institutions, and public and private entities. Mr. Chimbar's expertise spans a wide range of areas, including banking and finance, energy economics, social development, research, project monitoring and evaluation, grant proposal development, data analytics, technology deployment, virtual service experience management, and training. His notable consultancy engagements include working with the United Nations Development Programme (UNDP) to conduct a baseline study on natural hazards and disasters in Ghana, which facilitated the implementation of early warning systems. He has also played key roles in several mid-term and end-of-project evaluations for the Ghana Blind Union and facilitated workshops for assessing long-term partnerships.He served as the principal investigator for assessment of service delivery standards at Pantang Psychiatric Hospital in Ghana, utilizing the WHO QualityRights toolkits. This project laid the groundwork for expanding similar assessments to include three psychiatric hospitals and four regional/teaching hospitals. Engaged by the World Health Organization (WHO) through the Mental Health Society of Ghana, he authored seven technical reports on hospital assessments and a national report on the state of mental health service delivery in Ghana. This work culminated in a publication in the BMC Public Health Journal.Mr. Chimbar has worked with NGOs to secure significant social and economic intervention grants for persons with psychosocial disability and victims of torture from the United Nations Voluntary Fund for Victims of Torture (UNVFVT) and the Open Society Initiative for West Africa, among others. He continues to provide strategic leadership in developing virtual experience centers and deploying innovative technologies to automate processes and enhance service delivery.Additionally, Mr. Chimbar received a research grant from Brown University to study the effectiveness of early warning systems in managing hazards in communities affected by the Bagre Dam spillage in Northern Ghana. He has contributed to the body of knowledge through scholarly publications in areas such as migration, remittances and development, oil pricing, carbon emissions and energy intensities, and mental health
Access Bank (Ghana) Ltd
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Head, Contact CentreAccess Bank (Ghana) Ltd Aug 2018 - PresentGhanaManaged a workforce of 70 customer service professionals, fostering a culture of high performance and continuous improvement using virtual omnichannel strategies.Implemented CRM systems, Avaya Omnichannel solutions, video contact centre and IVR tools to automate customer engagement processes, enhancing service delivery across channels.Introduced surveys, automated SLA tracking, speech analytics, and gamification to uphold SLAs, improve quality, and achieve high customer… Show more Managed a workforce of 70 customer service professionals, fostering a culture of high performance and continuous improvement using virtual omnichannel strategies.Implemented CRM systems, Avaya Omnichannel solutions, video contact centre and IVR tools to automate customer engagement processes, enhancing service delivery across channels.Introduced surveys, automated SLA tracking, speech analytics, and gamification to uphold SLAs, improve quality, and achieve high customer satisfaction.Develop competent workforce through continuous training on customer experience, fraud detection, soft skills, risk management, cross-selling, and opportunity conversion.Provided efficient oversight of card transaction monitoring and reporting of suspicious activities to safeguard cardholders from potential card fraud and risks.Ensured timely card transaction dispute resolution through thorough investigations, issue escalation, and collaboration with merchants, acquirers, processors, and scheme holders..Enhanced liability generation and optimized commissions by improving customer lifecycle management, increasing turnover, reducing dormancy, and boosting reactivations.Enhanced digital penetration by onboarding customers across platforms: mobile apps, corporate internet banking, USSD, and card services, while monitoring acquiring business.Created SOPs, policies, and training manuals for operational efficiency and effectiveness across contact channels like telephony, email, live chat, social media, and video.Leveraged advanced analytics and data-driven insights using Power BI, Stata, Advanced Excel, and SPSS to reduce service delivery gaps, optimize workforce scheduling and deployment, and facilitate performance reviews. Show less -
Team Lead, Quality Analyst & TrainingAccess Bank (Ghana) Ltd Feb 2016 - Aug 2018Accra, GhanaUtilized various quality standards such as ISO, Six Sigma, and PCIDSS to evaluate and ensure staff adherence, maintaining high service quality and meeting industry certification requirementsGathered, analyzed and published statistical and qualitative information relating to staff productivity and operational efficiency.Established quality parameters aligned with key performance indicators to evaluate staff performance across customer engagement channels. Monitored… Show more Utilized various quality standards such as ISO, Six Sigma, and PCIDSS to evaluate and ensure staff adherence, maintaining high service quality and meeting industry certification requirementsGathered, analyzed and published statistical and qualitative information relating to staff productivity and operational efficiency.Established quality parameters aligned with key performance indicators to evaluate staff performance across customer engagement channels. Monitored Omnichannel platform performance, ensuring maximum availability per service level agreements. Evaluated vendor performance, managing contracts and payments to optimize service value to the Bank. Identified training needs from quality monitoring outcomes and designed training manuals as well as facilitated sessions to enhance service delivery knowledge. Maintained Standard Operating Procedures (SOPs) for operational standardization and service consistency.Created analytical models to assess performance trends and forecast customer traffic, optimizing staff scheduling for efficient deployment. Show less -
Lead, Projects & ProgrammesMethods Consult Limited Jan 2012 - PresentGhanaNationwide Facility Post Evaluation Assessments (2022/2023, 2020/2021): Authored nine technical reports on mental health service standards in nine Ghanaian hospitals, funded by WHO and the European Commission, improving nationwide care.Country Situation Analysis on Disability (December 2021):This analysis was conducted for Ghana Federation of Disability Organizations and highlighted gaps with recommendations and strategies to enhance disability rights and services across… Show more Nationwide Facility Post Evaluation Assessments (2022/2023, 2020/2021): Authored nine technical reports on mental health service standards in nine Ghanaian hospitals, funded by WHO and the European Commission, improving nationwide care.Country Situation Analysis on Disability (December 2021):This analysis was conducted for Ghana Federation of Disability Organizations and highlighted gaps with recommendations and strategies to enhance disability rights and services across Ghana.Partnership Review Workshop (2021):Facilitated workshop on Ghana Blind Union-Danish Association of the Blind partnership to strengthen support for visually impaired persons.Baseline Facility Assessment at Pantang Hospital (September - November 2018):Led Pantang Hospital mental health service assessment as Principal Investigator under mhLAP funding.Grant Proposal Development (Since 2013):Developed proposals and secured over USD $200,000 from UN Voluntary Fund for Victims of Torture, aiding victims in Ghana and over USD$100,000 from OSIWA.End-of-Project Evaluation (2014):Evaluated impact of "Empowering the Blind and Partially Sighted Persons through Quality Education" project in Ghana. Baseline Study on Natural Hazards (August 2013):Conducted newspaper review on Ghana's natural hazards for UNDP's CREW Project, aiding selection of targeted districts for implementation of early warning systemsPost-Election Impact Evaluation (January - February 2013):Assessed tactile jacket voting impact for blind/visually impaired in Ghana's 2012 elections across 30 districts.Research (2020):Secured a research grant from Brown University to investigate local responses to early warning information for disaster preparedness Show less -
Supervisor, Contact Centre Training & Itil CoordinationTeledata Jan 2014 - Jan 2016Accra -
Training SpecialistGlobacom Nov 2011 - Jan 2014Accra, Ghana -
Customer Service RepresentativeGlobacom May 2011 - Nov 2011Lagos, Nigeria. -
News Reporter & Columnist, MediaGhana News Link Jul 2010 - May 2011Accra
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Monitoring And AdvocacyNational Council On Persons With Disability Jan 2010 - May 2011Greater Accra Region, Ghana
Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) Skills
Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) Education Details
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Chartered Institute Of BankersPassed -
Development Finance -
Axelos Global Best PracticeIt Service Management -
Distinction -
First Class
Frequently Asked Questions about Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba)
What company does Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) work for?
Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) works for Access Bank (Ghana) Ltd
What is Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba)'s role at the current company?
Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba)'s current role is Energy & Financial Economist | Chartered Banker.
What is Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba)'s email address?
Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba)'s email address is nc****@****ail.com
What schools did Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) attend?
Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) attended Chartered Institute Of Bankers, Kwame Nkrumah University Of Science And Technology, Kumasi, University Of Ghana, Axelos Global Best Practice, Trent University, University Of Ghana.
What are some of Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba)'s interests?
Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) has interest in Writing, Reading And Argumentation.
What skills is Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) known for?
Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) has skills like Microsoft Office, Microsoft Excel, Microsoft Word, Powerpoint, Customer Service, English, Windows, Research, Outlook, Photoshop, Teaching, Budgets.
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