Manager Customer Service, Operations Manager

Phone: +234********** Email: *********@*****.***

+234********** NNAMDI.C.AMALIRI Gender: Male

* ****** ***** ******, *********,

Port Harcourt, Rivers State.

“I aspire to perform a challenging and motivating role, which enhances my professional expertise”

Operations Manager – Operations & Logistics Manager – Site Engineer – Administrative Assistant.

PROFILE SUMMARY

A vibrant performance-driven professional operations manager with over 14 years of rich combined expertise in Branch Operations, Fleet management and Human Capital development with key focus on Operational Excellence.

Strong track record of managing complex business operations in a leading services organization.

Proven experience of handling diverse teams and optimal utilization of resources to manage multiple projects and resolve all business issues.

A creative thinker, luminary, problem solver and decision maker who balances needs of employees with organizational mandate.

SKILLS

Ability to work in a multicultural environment across different organizations.

Analyze operational and commercial risk and define mitigating strategies with key stake holders.

Business Acumen and Cost Management.

Presentation, Negotiation and Decision Making Skills.

Fine tuning operational procedures to increase output.

Ability to obtain, Process Information and Analyze Quantitative Data.

Coaching and training colleagues in using their skills efficiently.

Creative and innovative.

Ability to develop customized solutions to challenges.

NOTE WORTHY HIGHLIGHTS

Successfully implemented a wide range of strategies and method design(s) that aided project planning and costing by 20%.

Achieved over 90% improvement in driving performance in branch operations, customer’s relations, etc in over 25 branches by developing customized processes.

Improved sales and volume over the years by promoting training and driving customer loyalty initiatives.

Managed a large fleet unit of specialized personnel and equipments, including maintenance, repairs, forecasting, planning and deployment to support high volume of projects and operational tasks.

CAREER HISTORY

Manager Operations & Logistics, Gecarls International Ltd Mar 2015 – Present.

Port Harcourt – Rivers State.

Construction of Houses, Estate Management & Consultancy.

Coordinating and ensuring the smooth operations of various corporate units/administration processes that contribute to the bottom line of the organization.

Responsibilities

Ensuring a 100% compliance of operations with all regulatory requirements, such as: - implementation of the company’s HSE policy procedures and regulations.

Provision of 100% emergency planning and insurance is in place to cover all events to protect personnel, assets and the environment.

Assist the Contracts Manager in the preparations of tenders, bids and contract negotiations.

Guarantee Project Plans are tracked, reported and implemented correctly while highlighting and offering solutions to challenges without exceeding our budget and financial commitment.

Improved corporate administrative processes by 45% in terms of goal setting, service delivery, crisis management and performance optimization.

Plan or coordinate purchasing, warehousing, distribution, customer services and forecasting, also manage logistics personnel and logistics systems and direct daily operations.

Support the company’s global initiative by the provision of operational strategizing, project documentation, managing both support and third party relations.

Collaborate with other departments to integrate logistics with business operational processes, such as customer sales, order management, goal setting which aided corporate accountability and strategizing.

Achievement

Increased customer satisfaction by 15% and reduced expense by 20% by streamlining and improving the operational workflow.

Reorganized the ineffective and poorly designed operational workflow of completion of client’s project, by setting up a thorough and dedicated team of logistics and compliance specialist to ease the completion of their projects thereby making it cost and time effective by 35%.

Improved forecasting of profit and loss management by 30% by delivering goal setting informational sales presentation at the management meeting.

Process Improvement

Introduced Value Based People Management in the supply chain and fleet management unit and this increased their efficiency by 30%.

Achieved a cost Vs Income project structure, by the introduction of joint venture alliances and this reduced project cost by 25 -45% and increased profit by 20%.

Achieved a cost-efficiency ratio of 25% for the fleet and warehouse management team, by setting up a unit to analyze all aspects of corporate logistics to determine the most cost-effective means of transporting personnel and machineries to multi-site operations.

Diamond Bank Plc Apr 2005 to Feb 2015.

Bank Operations Manager (Customer Service Manager), Diamond Bank Plc 2010 to Feb 2015.

Uyo – Akwa Ibom State.

Banking & Finance.

Supervise a team of between thirteen and forty-five (depending on the size of the branch), with the responsibility for operational efficiency of the branch.

Responsibilities

Head of Operations (Diamond Bank, Plc)

Maintained good working conditions and ensured optimal levels of customer services.

Synchronization of the branch operations, developing and implementing procedural changes; data reporting and maintenances.

Liaison and coordination of Branch with Regulatory Authorities and also regulatory reporting.

Logistic support to High Network Clients, Senior Staff members, and staff members when on trainings and working out of station and also on other issues.

Cooperate with sales teams to ensure that best practices and benchmarking in the industry are met for customer’s satisfaction.

Order Management, internal and external client relationship management.

Investigation and Treatment of Clients queries/complaints.

All taxes are remitted 100% when due.

The vault is effectively managed to reduce excess and redundant cash.

All General ledger (GL) and transit account are balanced and proofed at the end of each day.

Alternative Delivery Channels (ADC) are up and functioning at over 90%.

All items in the safe keep box are proofed weekly to ensure accuracy and zero disparity.

All items in the vault, including cash are accurately recorded and must equal the system figure.

Achievement

Successfully managed and improved the operational processes in over 25 branches of the bank, which resulted in a cost reduction ratio of 23%.

Achieved an average of 80% audit rating by analyzing operational and commercial risk and define mitigation strategies with key stake holders.

Process Improvement

Improved operational productivity, early closure and accuracy of posting by over 95% for the branch operations by the introduction of custom-made excel package.

Initiated and successfully launched a robust excel package that facilitated both the Imputers and Supervisor to balance their books during offline periods with an accuracy rate of 95%.

Facilitated the team charged with the improvement of overall operation processes and record accuracy. The team results included; - improved on-time delivery and turnaround from 70% to 95%, eliminated error rate by 95%, identified waste improvement mechanism with overall reduction of 65% and improved record accuracy of 98%. Customer retention rate also grew from below 70% to over 85%.

Improved staff’s awareness of customer’s desires by the adoption of SMS/CALL BACK systems and this increased our customer retention rate by over 75%.

Leadership

Coached team members as appropriate to develop skills and confidence in their ability to examine work processes, create solutions and measure improvements.

Introduced new in-house training to assist staff’s improve in their judgment and decision making as well as garner better knowledge of the industry.

Recognized for ability to develop succession planning among team members.

Identified activity based management as a key strategy to drive process improvement.

Responsible for performance appraisal of over 13 staff members.

Operations Management

Developed new process flow and structure that reduced turnaround time and improved closure time to within 5pm – 5:30pm, thus reducing the amount of diesel consumed which in turn improved the profitability of the branch and also the health of the staff by 75%.

Delivering business analysis informational sales presentations at the branch management meeting, this assisted in building and increasing client symbiotic relationships by 45%.

Maintained a client retention rate of 96%, by suggesting strategic investment plans based on the customer cash flow analysis and market trend.

Monitoring and tracking securities transactions, funds transfer, margin accounts, balance sheet, etc.

Assist the Business Manager in Preparation of the branch yearly budget, and several other reports; - new business development, resources management, human resources management and growth expansion.

Maintained all confidential information about customers.

Trainee – Banking Officer (Diamond Bank Plc) 2005 – 2009

Responsibilities and Achievements:

Trained on the application of various skill sets on customer relations, business development, communication skills, cost management, portfolio management, audit and deposit management.

Tutored on the importance of customer confidentiality, increasing sales and analysis of profit and loss from the balance sheet.

Performed customer service activities and resolved all customer requests.

Coordinated with various Units of the bank and escalated issues whenever required.

Carried out various job functions in branch operations, which included; cash analysis, customer service, clearing, funds transfer and teller services.

Site Supervisor II, Nula Brothers Nig Ltd, Abuja. 2003 – 2005

Engineering Services.

Responsibilities and Achievements:

Part of the software development team and we achieved a 96% success rate in assigning our raw and physical database and uploading it into a system.

Trained on Piping, Plumbing and Air conditioning installation in a building.

Involved in the management and logistics of manpower at outpost stations.

Research and development of new strategies to improve our multi-site operations; reduce cost, increase productivity and efficiency.

Office Assistant IV Nigeria Export Processing Zone Authority Abuja (Nepza) 1993 – 1995

Public Sector.

Records management of the movement of files within the organization and also accountable for registering incoming and outgoing correspondences.

Achievement

Successfully reorganized and restructured the filing system thereby increasing the turnaround time in locating a file to over 85%.

Ensured that the file registry was effectively and efficiently maintained throughout my stay with the organization.

PROFESSIONAL SUMMARY

I am a proficient Operation Manager with over 14 years experience providing expertise in operational management of personnel and resources, project management, business operations and logistics planning to improve the overall efficiency of the organization by developing creative and innovative processes to boost our customer confidence and also balance the needs of the employee with the organizations mandate.

EDUCATION

University of Leicester, United Kingdom, Masters in Business Administration In view

University of Nigeria Nsukka, B.Engr (Mechanical Engineering) 1995 – 2001

Second Class Honors (Upper Division).

Government Secondary School Wuse, Abuja 1987 – 1993

HOBBIES / INTEREST

Group cooking and recipe trying, Interior Decoration, Soccer, Chess, Music and Movies.

REFERENCE

Chidi Osuigwe (ACS)

Project Manager,

Oil & Gas Industrial Service (OIS) Ltd

*.*******@******.***, 080********

Chinna P. Nelson (CNA, CPA)

Senior Manager Research & Development,

Nigeria Export Promotion Zone Authority (NEPZA)

*******@*****.***, 080********

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