Nurokinan Chimbar (Acib. Msc. Msc. Dip. Itil. Ba) Email & Phone Number

Accra, Greater Accra Region, Gh

Ghana

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… 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

Accra, Ghana

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… 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

Ghana

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… 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

Accra

Accra, Ghana

Lagos, Nigeria.

Accra

Greater Accra Region, Ghana

Associate Of Chartered Institute Of Bankers, Banking And Financial Support Services, Passed

Master Of Science, Energy And Natural Resource Economics, Passed

Master Of Science, Development Finance

Itil® Foundation, It Service Management

Diploma, Community Development, Distinction

Bachelor Of Art, Social Work/Psychology, First Class