Franklin Acquah, Accounting / Finance | Customer Service | Banking/ Pensions & Insurance | Business Analysis

About

Detail-oriented and results-driven professional with over 5 years of experience in accounting, customer service, and financial management. Proven expertise in financial reconciliation, workflow automation, and CRM systems. Skilled in data analysis, process optimization, payroll, account receivable & payable, business analysis and delivering data-driven solutions to enhance operational efficiency and customer satisfaction. Advanced Excel certification, big data & business intelligence analysis and strong proficiency in Microsoft Office.

Experience

Lloyds Banking Group - Scottish Widows

Jan 2023 – Jan 2025

Bristol, UK

Senior Customer Service Consultant

• Achieved 100% service quality by resolving complex customer complaints and inquiries. • Trained and mentored 15 new advisors, reducing onboarding time by 50% and improving team performance • Optimized workflows to reduce response times by 95% through technology integration. • Analyzed client feedback to implement actionable strategies, maintaining 100% satisfaction • Collaborated cross-functionally to design risk-minimizing service protocols.

SeekLeads Consult Ltd.

Jan 2022 – Aug 2022

Accra, Ghana

Account /Finance Officer (Remote)

• Developed streamlined accounting systems, improving operational efficiency by 30%. • Reconciled accounts, handled cash flow projections, and ensured 100% compliance with business needs. • Prepared monthly financial reports and resolved client payment disputes to enhance trust. • Keyed & prepared journal entries for routine transactions purchases & payables.

Vicelive Studios

Feb 2021 – Aug 2021

Tema, Ghana · On-site

Account Officer

• Conducted account reconciliations, identifying & resolving discrepancies • Managed payroll, invoicing, and budgeting to decrease financial inconsistencies • Networked with industry professionals to exchange best practice knowledge and stay abreast with latest developments • Processed purchase orders, service contracts, and financial reports • Communicated and resolved disputes with clients regarding outstanding invoices, payments, and adjustments.

Wardrobe Essentials Boutique

Nov 2020 – Jan 2021

Accra, Ghana

Cashier / Sales Personnel

• Managed over 500 transactions monthly, ensuring accuracy and customer satisfaction • Boosted customer retention by 25% , enhancing in-store experience through personalized recommendations • Conducted precise cash counts when the store opened and closed • Displayed strong customer service skills with professional telephony manner to resolve customer inquiries • Managed transactions with customers using cash registers

GCB Bank PLC

Sep 2018 – Sep 2019

Tema, Greater Accra Region, Ghana · On-site

Bank & Hospital Agency Teller

Build awareness of new products and services, and identify customer needs to capitalize on the business referral opportunities • Served customers by managing documents, information, and financial transactions in an organized, efficient, and secure manner. • Meet and exceeded bank service standards & targets, by successfully opening 30+ corporate accounts and 100+ individual accounts respectively, creating repeat businesses. • Properly processed deposits, withdrawals, and payments for an average of 30+ customers daily. • Solved customer issues and disputes using accurate banking information and policies, maintaining loyalty and satisfaction.

Education

University of the West of England UK

Sep 2021 – Sep 2022

Masters, Information Technology

Fountainhead Christian College - Tema, Ghana

Sep 2014 – Sep 2018

Bachelors, Business Administration (Accounting)

Franklin Acquah

Accounting / Finance | Customer Service | Banking/ Pensions & Insurance | Business Analysis

Skills

Languages