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Manager Customer Service

College Park, MD
October 24, 2018

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Elfrida Eyinagho

College Park, Maryland ***** • • 240-***-****

Business Analyst / Project Manager

Accomplished, certified project management professional with expertise in banking, finance, and results-driven business plans.

Key Qualifications

Sophisticated understanding of retail banking, branch operations, and personal financial products and solutions designed to meet customer need and drive satisfaction.

Adept at data collection and analysis geared toward improving business processes and informing steps toward achieving desired outcomes.

Trained and experienced in writing and scaling professional development material for finance professionals to utilize in support of organizational goals and client satisfaction.

Proficient in use of technology, office tools, and equipment to achieve maximum efficiency in service to colleagues and customers.

Professional Experience

SunTrust Bank – Riverdale,MD

Relationship Banker/Assistant Branch Manager, 5/2017 to Present

Align organizational policies and procedures with client expectations and desired outcomes, establishing loyalty and long-term relationships. Drive sales through exceptional customer service and production of training materials that enhance employee production. Ensure all business operations meet government standards and regulations.

Selected Contributions:

Meet or exceed 95% of monthly business targets.

Continuously earn customer experience score of 98% month over month.

Analyze regional business processes to inform executive decisions about change.

Manage $1.5 million portfolio and advise clients on appropriate strategies and solutions.

Organizing of team building activities

Capital One Bank – Bethesda,MD

Operations Manager and Assistant Branch Manager, 3/2015 to 5/2017

Successfully protected against fraud and loss of assets through careful and focused commitment to operational excellence. Worked with clients to develop suitable strategies and objectives based on personal circumstances and desired outcomes. Ensured alignment of client goals with company practices.

Selected Contributions:

Expertly utilized company technology, software, and systems to generate travel and expense reports.

Took independent initiative and proactively supported management with complicated logistics related to scheduling, event planning, and meeting coordination.

Macy’s – Bethesda,MD

Business Development Manager, 9/2012 to 3/2015

Coordinated multiple HR functions including interviewing candidates, coaching new employees, and leading a six-member team of sales associates. Worked on scheduling and strategic development to achieve organizational goals.

Lagos State Internal Revenue Service (LIRS) – Lagos, Nigeria

Business Systems Analyst, 5/2011 to 9/2012

Researched and collaborated on strategies for increasing the Internally Generated Revenue of Lagos State, a major economic center of Nigeria, through its primary government funding arm. Advised on the adoption and implementation of revenue plans and government collections.

Selected Contributions:

Identified requirements, documented specifications, and employed model-driven development tools such as UML and Rational to support architecture analysis and design.

Created advanced data maps with analysts and development teams across multiple territories.

Conducted regular status meetings to discuss progress on automation efforts, project benchmarks, data process flow diagrams, and timelines.

Educational Background

Master of Business Administration, Project Management

Strayer University, Takoma Park, MD

Bachelor of Science, International Business

Brunel University, London, UK

Bachelor of Science, Banking and Finance

Covenant University, Ogun State, Nigeria

Diploma, Business Management

London Institute of Business and Technology (LIBT), London, UK

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