Anita Serwaa Owusu
Germany
Overview
10
10
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work history
Relationship and Business Process Management - WS
Raisin GmbH
Berlin, Germany
07.2023 - Current
- Functioned as a Relationship Executive for service banks in the UK.
- Generated comprehensive reports for monthly Rep020 to satisfy regulatory requirements and provide vital information.
- Collaborated with Senior Relationship Managers to enhance revenue streams for partner banks across the EU, and the UK.
- Orchestrated partner bank expansions, coordinating efforts with IT, legal, and other departments through effective project management tools.
- Completed 99% of service-level agreements with partner banks.
- Generated and qualified sales leads utilizing HubSpot.
- Devised and maintained 99% of business process documentation in Confluence.
- Implemented daily interest rates, and meticulously cross-checked operations for accuracy.
Customer Support Team Lead
Bolt Technology OÜ
, Kenya, Nigeria
10.2022 - 06.2023
- Managed Customer Support escalations in Kenya and Nigeria and coordinated with four business partners to implement business workflows.
- Customer research projects on refund irregularities with the team saw a reduction of 9.4% at the end of the year 2022.
- Held outsourced partners accountable for performance during weekly/monthly business reviews, weekly team syncs, and ad hoc performance improvement resulting in a 10% improvement in first response times in Kenya and Nigeria by February 2023.
- Managed partner, merchant, and courier fleet accounts, resulting in a 70% growth.
- Coordinated escalations in Kenya and Nigeria, collaborating with four business partners.
Customer Support Team Lead
Bolt Technology OÜ
, Ghana
07.2020 - 08.2022
- Collaborated with the international team to design and implement Operational processes that improved SLA by 7%.
- Created a playbook for the market to assist outsourced partners with processes that reduced overall Average handling time.
- Coached 3 outliers with documented action plans and progress that massively increased agent performance in the Ghana market from August to October 2022 representing the best-performing agents.
- Worked under pressure while the market was in a backlog and was recognized by the Head of Delivery for my efforts and interventions for solving the issues within a specific time frame.
- Conducted interviews and hired three (3) Customer Support Specialists to support the Ghana Market with over 80% performance month on month since February 2022.
- Collaborated with the international team to design and implement operational processes that improved SLA by 7%.
Account Executive (B2B)
AirtelTigo
, Ghana
09.2015 - 08.2018
- Drove major improvements that resulted in 80% customer retention in year one with an average of 42% growth in the subsequent years
- The Employee of the Month in the years 2013 and 2014
- Met 90% targets for sales, revenues, profitability, and customer satisfaction
Education
Master of Science - International Business Economics
Technical University of Ilmenau
10.2022 - 05.2025
Bachelor of Science - Marketing
University of Cape Coast
06.2010 - 09.2013
Higher National Diploma - Marketing
Kumasi Technical University
06.2006 - 11.2009
Skills
Technical skills
- Customised CRM and ERP (Jira, Confluence, HubSpot, Miro, Trello, Slack, Zendesk, Leapsome, WordPress, Personio, SAP)
- Microsoft Office (Word, Excel, PowerPoint)
- KYC and transaction monitoring
- Analytical skills (Looker)
Soft skills
- Customer relationship management
- Team collaboration
- Project management
- Team leadership
- Stakeholder management
Certification
- End-to-end business processes with SAP S/4HANA Cloud (IEE2E) - March 2025
- End-to-end AML KYC (Anti-Money Laundering and KYC, Udemy)
- PMP certification - December 2025
Languages
English
Native language
English
Native
German
Intermediate
Affiliations
- Tennis
- Documentaries
- Reading research articles
Timeline
Relationship and Business Process Management - WS
Raisin GmbH
07.2023 - Current
Master of Science - International Business Economics
Technical University of Ilmenau
10.2022 - 05.2025
Customer Support Team Lead
Bolt Technology OÜ
10.2022 - 06.2023
Customer Support Team Lead
Bolt Technology OÜ
07.2020 - 08.2022
Account Executive (B2B)
AirtelTigo
09.2015 - 08.2018
Bachelor of Science - Marketing
University of Cape Coast
06.2010 - 09.2013
Higher National Diploma - Marketing
Kumasi Technical University
06.2006 - 11.2009
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