Thomas Nii A. Hammond Email & Phone Number

Greater Accra Region, Ghana

• Identified key customer needs, usage, attitudes and insights from the competitive landscape as bases for developing, innovating and refining products, pricing/margin management and messaging.• Drove appropriate consumer loan products balancing financial objectives with customer segment strategic objectives.• Designed and delivered a simple, hassle-free product experience for customers.• Generated and drive account opening in my business office• Drove Consumer Loan products through their life cycle to ensure the Bank’s products are differentiated and well positioned against local competitors.

Accra, Greater Accra Region, Ghana

Accra, Greater Accra, Ghana

• Provided 1st class customer service Live Chat and e-mails.• Dealt with customer enquires in a timely and professional manner.• The first point of contact, primarily email and Live Chat• Handled customer service queries to satisfaction.• Took ownership of customer inquiries and resolving new cases at first contact.• Identify and maximize sales opportunities through cross-selling and up-selling approaches.• Maintained knowledge of products, procedures, and policies so an accurate and high level of service being provided to customers• Escalated and recorded customer complaints.• Record and check the accuracy and comprehension of data uploaded on to the CRM database system

Greater Accra, Ghana

Azubi Africa provides tailored trainings to make talents ready for a job in tech. With their core values as Proactive acting and communication , Progressive learning attitude , Client-centric Attitude they help equip young talents to move into the tech space effortlessly.

Ghana

Financial Institutions - Global Banking• Client Coverage Management (Associate Role) - Banks and I & I, Public Sector & Departmental Organisations1. Managing relationships by addressing client service issues including complaints and enquires. 2. Calling and engaging clients on service issues such as chequebook and statement request, audit requests, cash delivery, treasury bills, etc3. Processing all signature mandates requests on client’s accounts. 4. Drafting of internal memos, minutes and reports. 5. Administrative processing such as filing, documentation, scanning, photocopying and printing of documents for all client and internal instructions.

Accra, Ghana

Call Center, Quality Assurance Intern• Closed Loop Feedback: Conducted weekly customer experience surveys, managed customer queries and complaints, Reported feedback for further action.• Call Monitoring: Made reviews of call centre calls for training and improved service levels of agents• Data Analysis: Analysis of call centre data including long calls, explanation and resolution rates, teams performance.

Ghana

• Called customers to pick up their Debit Cards.• Assisted and educated customers of the bank’s products and services offering.• Assisted the welcome desk officer, tellers and universal relationship offers in delivering services to clients of the bank.• Made referrals to UROs to close sales.• Assisted in scanning Cheques, filing of documents and filling of forms for loan applications.Made trips with the sales team to find loan applications.

Business Analytics Program, Gold Class

Activities and Societies: Statistics and MS Excel Machine Learning with KNIME Analytics Databases and Python Fundamentals

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Business

Education record

Basic Excel, MS Word and Power Point Introduction to MS DOS