Rita Naana Adjei
Head of Customer Experience at DCI Microfinance Limited- Claim this Profile
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Bio
Credentials
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Avoiding Common Pitfalls in Customer Success Management
LinkedInAug, 2023- Nov, 2024 -
Engagement Evaluation Best Practices for Customer Success Management
LinkedInAug, 2023- Nov, 2024 -
Engagement Preparation Best Practices for Customer Success Management
LinkedInAug, 2023- Nov, 2024 -
Onboarding and Adoption Best Practices for Customer Success Management
LinkedInAug, 2023- Nov, 2024 -
Sales: Customer Success
LinkedInAug, 2023- Nov, 2024 -
A Design Thinking Approach to Putting the Customer First
LinkedInJul, 2023- Nov, 2024 -
Customer Retention
LinkedInJul, 2023- Nov, 2024 -
Customer Service Leadership
LinkedInJul, 2023- Nov, 2024 -
Customer Success Management Fundamentals
LinkedInJul, 2023- Nov, 2024 -
Design Thinking: Customer Experience
LinkedInJul, 2023- Nov, 2024 -
Developing Your Emotional Intelligence (2017)
LinkedInJul, 2023- Nov, 2024 -
Managing a Customer Contact Center
LinkedInJul, 2023- Nov, 2024
Experience
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DCI Microfinance Limited
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Ghana
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Banking
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1 - 100 Employee
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Head of Customer Experience
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Jul 2017 - Present
Improved the customer onboarding process leading to reduction in customer efforts in accessing services.Organized periodic customer engagement activities which led to an increase in customer loyalty and retention.Developed a complaints system that addressed customer concerns in a timely manner.Trained and coached a team to deliver value added services at all touch points increasing customer satisfaction levels.
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Acting Head of Total Quality Management Unit
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Jul 2018 - Dec 2021
Ensured consistency in the interaction process at all touch points.Ensured all in-house procedures were in accordance with service standards.
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Branch Service and Operations Officer
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Jun 2016 - Jun 2018
Delivered excellent service to walk in clients increasing their consistency of transacting business with the institution by 90%.Ensured error free customer account and vault management at the branch level which saved the institution from loses.Ensured the ambience of the branch was in accordance with company standards resulting to consistency in brand image.Communicated staff grievenances or actions to the HR department as directed for continues adherence to company culture.
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Teller
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Jan 2013 - Jun 2016
Observed internal and external policies on deposit and withdrawal instruments which protected the company and its customers from financial loss.
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African Financial Services
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Accra, Greater Accra Region, Ghana
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Sales Consultant
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Jan 2010 - Dec 2010
Generated 300 sales leads Converted 40% to purchase loan products. Managed these clients after acquisition and received 15% refferals. Generated 300 sales leads Converted 40% to purchase loan products. Managed these clients after acquisition and received 15% refferals.
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