Customer Service Management

HEDERICK H. P. BARLAY, PHD

**** ****** ****** • Atlanta, Georgia 30344 USA

Tel: 404-***-****/404-***-**** • **********@*******.***

EXECUTIVE PROFILE:

PROFILE: Extremely-skilled and accomplished international banker-executive and certified

organizational development ( OD ) specialist, using “ knowledge for development” and learning

systems that enhance the capacity for development-oriented organizations in developing countries;

managing positive change in private and public sector organizations and contributing to human

and institutional performance improvement initiatives that help teams compete and succeed in the

global marketplace, and improve economic growth.

SKILL HIGHLIGHTS:

Exceptional Communication*Analytical/Research Skills*Business of Banking* Leadership &

Management Skills*Multicultural Sensitivity & Awareness* Planning & Organizing*Problem-

Solving/Creativity*Teamwork*Knowledge Management*Computer Literacy* Personal Values

Employers Seek in Employees: (Honesty/Integrity/Morality; Adaptability/Flexibility;

Dedication/Hardworking; Dependability/Reliability/Loyalty/Responsibility;

Passion/Motivation/Energy/Professionalism*

PROFESSIONAL EXPERIENCE:

SENIOR DEVELOPMENT CONSULTANT, BULLOM HOMELAND DEVELOPMENT

CORPORATION (BHDC); 01/2011-Present:

BHDC is a non-profit company, for raising grants to fund and developing diverse-sector

subsidiaries to carry out focused resources management and community capacity building

programs with goal to reach sustainable prosperity that embraces economic, social and natural-

abundance for all citizens. The homeland otherwise called “ Sherbro Country” is found along

the 400-mile Atlantic coastal regions of Sierra Leone-West Africa, and linking-chain of islands

and estuaries of prominent rivers, in Sierra Leone and blessed with mineral and natural

resources, including the world’s largest deposit of Rutile and Bauxite; and Africa’ largest natural

harbor. About 90% of the homeland is in remote waterlogged and erosion-affected areas where

infrastructure such as roads, public transportation, and water supply are non-existent. The

residents are victims of frequent boat mishaps, involving hundreds of fatalities. The ecology-and-

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infrastructure of Bullom Homeland poses severe challenges to sustainable-economic

development, including child labor and extreme poverty and food insecurity.

SUMMIT CAPITAL: Regional Director, West Africa; 09/01/2000.

Summit Capital, US-based private equity company aims include, investing in under-banked

countries in Africa; and helping companies seeking microfinance, expert turnaround

management and innovative financial advisory solutions, including human capital development,

business development, and helps developing nations cut extreme poverty, improve economic

growth, and accelerate the achievement of United Nations Millennium Development Goals

(MDGs).

UNITED BANK FOR AFRICA (UBA), A 3-year Contract, Lagos, Nigeria • 1997-2000:

Chief Knowledge Officer (CKO): Led a broad based multi-industry stakeholder project, and

involved active participation of key business group heads for improving capacity based on

customer needs. Aligned learning and development programs with organizational goals and

objectives, and provided employees with a methodology for gaining their career ambitions. The

project included development, conducting and evaluating employee training programs, ranging

from employee orientation, business process change awareness and health and safety

precautions, basic operations and credit operations, developing good communication and

presentation skills to information technology usage, the business of banking.

ECOBANK TRANSNATIONAL, INC., - A 5-Year Contract, Togo, in West Africa • 1988-

1992:

Managing Director / Chief Operating Officer. Recommended by Citibank recruiters.

Established and led the holding company and affiliates in Togo, Ghana, Nigeria, the Ivory Coast

and Benin Republic, West Africa; providing start-up CEO Know-how and the solid foundation

for steady growth and expansion throughout the African continent. ( Responsible for strategic

leadership, representing the bank to the public, staff management, finance management,

communications and reporting, security management, premises and equipment, and all other

support functions).

CITIBABK N.A.

Vice President, Senior Operations Officer - East Africa, based in Nairobi, Kenya.

Vice President, Senior Operations Officer, West Africa, based in Abidjan, Ivory Coast.

Vice President, Senior Lecturer, Citibank Training Institute - Athens, Greece.

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Chief Operations Officer, Liberia:

Directed performance development and corrective action process engineering that won overseas

travel and bonus. Elevated to International Staff ( IS ) status, enabling overseas assignments in

executive and senior management roles to Sub-Saharan Countries of Ivory Coast, Kenya,

Nigeria, Sudan, as well as UK, Greece, and other short-term engagements in the Middle East,

North Africa, Western Europe and the United States of America.

CORE ACCOMPLISHMENTS:

*Collaborated with several United Nations Agencies- UNDP, FAO, UNWTO/Themis

Foundation, including World Bank, IMF, USAID DFID, World Food Program, for Bullom

Homeland Development Corporation, and learned real situation, including 3- month tour of

Bullom Homeland communities- “The Poverty Tour” interviewing the “Vulnerable and

Marginalized “groups- people challenged by extreme poverty and hunger in their communities.

* Boosted competency, productivity, sales, and budget management by creating programs for

financial institutions and government agencies- developed leadership skills, and

entrepreneurship. Designed innovative economic growth initiatives and market-led solutions to

help individuals, small businesses, gender groups and youths, including communities, to improve

livelihoods, and foster women’s development and gender equality while cutting poverty.

*Led advocacy and change management workshops that encourage public institutions appreciate

that to wipe out extreme poverty and hunger, government s must fulfill their roles by providing

adequate infrastructural facilities- roads, bridges and public transport systems; and by so doing,

provide work for those who live below the poverty line.

• Helped a regulated MFI to recover 60% of a bad loan portfolio, using rule 80-20 concept, and

organized training to enable users of credits to use it.

• Introduced young people, unemployed Nigerian graduates into the workforce and society

through an NGO, Center for Values in Leadership “Rising Stars”, and a leadership skills

development program.

• Empowered and certified many trainers in Nigeria and Liberia by executing a train-the-trainer

workshop, using world class materials.

• Helped target women small business owners in Liberia to gain from vendor financing concept.

Business women got products from organized private sector operators on a consignment/open

account basis for retail in their communities. This business collaboration improved the

livelihoods of market women/female entrepreneurs, and became a vehicle for economic growth

and poverty reduction, contributing to making the Millennium Development goals happen.

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• Developed a $1M proposal for the Liberian government to educate a 5K downsized

workforce into becoming entrepreneurs or secure alternative jobs in the private sector.

Project was approved by USAID / UNDP and the Liberian government.

• Helped decade’s long loss-making state-owned institution, Liberia Petroleum

Refining Company (LPRC), to become a tax paying institution, through focused

workshops that empowered management teams to become more committed and

productive.

• Developed and streamlined leadership skills workshops for 50 Nigeria Conference

of Catholic Bishops participants that endowed them with youth mentoring skills.

• Assessed the 2-year (2006-2007) Poverty Reduction Strategy-Liberia, making

recommendations to improve organizational alignment, and develop financial

institutional reform for SMEs and regulated microfinance institutions. Provided training

for 10K employees across 250 branches nationwide.

• Embarked on customer service improvement initiatives and a major campaign that

positively impacted long-term cultural change and greatly improved customer service.

• Negotiated, designed, and led a week long, government-funded Executive

Leadership skills workshop in 2008 for staff of Nigeria Television Authority. Instilled

tools such as Formula for Success, 10-Point Goal Planning Template, Personal, and

Organizational Development Wheels, including the Leadership Self-Evaluation

Checklist, respectively. Achieved average participant program score of 90%.

• Led a transformation project to convert Nigerian Federal Savings Bank into a

full-service commercial bank, restructuring the organization into a high performing bank,

resulting in the bank being listed on the Nigerian Stock Exchange in 2 years.

EDUCATION/Professional Affiliations:

Clements University, London, UK, Banking and Finance, Doctorate Degree;

California Coast University, USA, Business Administration and International Relations- BS/MBA;

Harvard University, USA, Diploma: Public Sector Negotiation.

Grant Writing Course, by ECS Grant Inc.; Certificate of Appointment of Notary Public, Georgia

State, USA; Certified Organization Development Specialist, By Resource Associates, Inc., USA;

Fellow of the Institute of Directors, London, UK.

PERSONAL/LANGUAGES: US citizen of West African origin; Fluent in French; • Sherbro

• Kono-Mandingo*Mende*Temne*.

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