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Customer Service Management

Location:
Jacksonville, FL
Posted:
July 20, 2016

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Resume:

Contact Information

Anthony Ajuzieogu Nwamara ***8 Mordecai Court Jacksonville, Florida 32210 904-***-**** acvsbw@r.postjobfree.com

Professional Profile

A creative business professional with extensive business and financial experience. In addition, to being a highly motivated and experienced professional with an extensive high-profile relationships. In the improvement of communication between management and employees for the betterment of the organization’s corporate objectives. My previous work experiences formed in me a knack to advance successful business development strategies in small- scale enterprises and economic development, which are key factors to building success in any organization, leverage core strengths, to maintain solid client relationships with an attestation in my career record. I have achieved set goals and surpassed business expectation in policy compliance, cash transaction, sales, strategic planning, retail and commercial banking, and product development.

My skills include:

• Customer Service and Advocacy on Sales

• Customer Focused.

• Training and Development

• Team Building

• Organization and Problem Solving

• Strong Analytical Skills .

• Product Development

• Operation Management

• Project and Budgeting Management.

• Financial Records .

• ERP and other IT Functions

• Business/Contract Negotiation and Drafting

Banking and Finance Experience

Central Bank of Nigeria CBN. Federal Capital Territory (FCT), Nigeria. May 1991 – May 2013

Development Finance Officer Dep.Manager, Jan, 2009 –May, 2013

• Managed and effectively supervised branch assigned work, to ensure compliance with operational procedures, provide onsite training goals for effective banking business and staff development.

• Monitors and motivates employee sales and production goals; holds staff accountable for established goals. Responsible for operational aspects of branch, section, unit including security and policy adherence. Exhibits and support the Core Values of the bank.

• Conducted quarterly financial analysis on bank credits and prepares management reports for funds disbursed and reporting systems at management meetings. Provided day to day direction, and recommended cash trade processing and debt service payments to smallholder and corporate farmers in the agriculture service industry, small and medium scale businesses (SME’s), micro finance institutions MFI”s.

• Planned strategic policy formulations for analyzed business plans, developed effective financial investment mechanisms appropriate to mitigate and manage risk.

• Monitored and evaluated projects successes.

• Managed on investment sum equivalent of $238Million dollars in the Nigeria Treasury Bill (NTB).

• Conducted quarterly operational meetings to ensure compliance in line with service deliverables.

• Customer relation’s management (CRM) with operational support areas with colleagues to resolve critical issues.

• Coordinated with internal shared service partners, management, bankers, stakeholders, and donor agencies and international organizations.

• Fostered teamwork, in the performance of personal banking functions as required.

• Initiated and communicated effectively with client service managers, administrators of other business units, external clients; Chief Executive Officer’s (CEO) of deposit money banks (DMB), entrepreneurs, Institutions and Government Agencies on products promotion, and program implementation.

• Provided advocacy, event management, organization of conferences (access to finance for women entrepreneurs 2012)

• Provided accurate data and information to top management on key financial issues, and deliverables.

• Excellent organizational and strong analytical skills in financial modeling, fund investments, problem solving and team building.

• Set appropriate achievable targets for branches, to meet deadlines.

Senior Team Leader CBN, Feb. 2002 – Jan. 2009

• Well-educated in complex branch transactions and banking

products/payments aimed at boosting 95 % activity growth rate.

• Worked directly with bank potential customers to build customer service relationships, explain details of products and services

• Reviewed related issues, and recommended follow-up action that will satisfy customer financial needs.

• Actively solicited and generated new business.

• Cash deposit, transport process and dual control in the vault, Account opening mandate/ Checked and cleared systems, Performed daily balances and reconciliation.

• Coordinated, and monitored overall activities of the branch banking

Operations and assigned duties to staff.

• Oversees branch sales and services to customers, and ensures a

developed branch banking quarterly/ annual business plan for maximum

Profitability that includes compliance to security procedures and ethical codes.

• Leveraged on available resources, technologies with a view to optimize

customer experience, served customers with due diligence, operational

excellence and accuracy, proactive and reactive to clients’ financial needs,

adhering to the banks cooperate image in line with the banks policy.

• Met daily banking /clearing house transactions with deposit money bank

that would ensure operational soundness of branch banking activities

• Employed customer care processes to identify client’s need.

Team Leader, CBN May 1991 – Feb. 2002

• Identify and evaluate business risks, internal controls that mitigate risks, and

related opportunities for internal control improvement, generate innovative

ideas and challenge the status quo.

• Consult with business units to develop solutions to business problems and

create and oversee short and long-range planning to satisfy business

objectives.

• Define risk project objectives and maintain proper documentation of project

tasks, milestones and deliverables; set appropriate target dates and be

accountable to meet deadlines.

• Develop risk governance framework materials, guidelines, and procedures

that will set the standard for adherence to risk management requirements.

• Develop well-organized presentation materials and deliver concise updates

to program, teams and executive management. Escalate risks and issues to

the appropriate levels of management for appropriate resolution.

Other Relevant Work Experience

Kelly Educational Services, Duval County Public Schools. Jacksonville, FL

Substitute Teacher (Middle School and High School) June 2015 – April, 2016

• Conducts lesson plan(s) in accordance with district’s philosophy, to meet the

goals and objectives of the school assigned.

• Carries out functional routines and procedures of the school and classroom

where assigned.

• Instructs assigned daily class activities in the locations and at the times

designated.

• Establishes and maintains order in the classroom, environment conducive to

effective learning.

• Establishes a climate that promotes fairness and respect.

• Ensures due diligence and reasonable precautions to protect, students,

materials, equipment, and school facilities. Conducts oneself in a

professional oriented manner

• Corrects student papers assigned and places students’ paper(s) in regular

teacher’s desk.

• Returns instructional manual & dismissal of students at the end of the day.

• Skilled in the use positive verbal and non-verbal to promote and enhance

knowledge.

• Models non-discriminatory practices in all activities with school

personnel.

• Maintains confidentiality with all stakeholders, administrators, staff, student

parent/guardian.

• Ensures and enforces school rules, regulations, in accordance with set

policies.

ADT Security Systems. Jacksonville, FL Operations Sales Representative Feb. 2015 – June 2015

• Effectively identify need factors for customer satisfaction, to increase sales

Opportunities and profit margin

Implement effective communication to build rapport, develop and expand

customer relations to learn more about personal needs geared towards

satisfying their required goals and desires.

• Inform, advertise, and build value in ADT security systems for residential

homeowners.

• Apply professional sales skills and project high energy while mitigating risk

factors during customer presentations.

Home & Office Management Cleaning Service Toshan.. Jacksonville, FL Operations Manager Dec. 2013 – Dec. 2014

• Negotiated for contractual business with local businesses, construction

companies, private and residential.

• Solicited business from homeowners, realtors and property developers, banks

and shopping centers.

• Built strong customer client relationship.

• Supervised horticulture, lawn service projects, and subcontractors job on

residencies.

• Customer satisfaction, reporting index and funds management

Clinical Education

Walden University. Minneapolis, MN

M.S. in Marriage, Couples and Family Counseling EDOC, Sept. 2016

2002

Enugu State University of Science and Technology. Enugu State, Nigeria

B.S. in Banking & Finance 1996 - 2002

Ahmadu Bello University, Zaria. Kaduna State, Nigeria Banking & Finance 2007

Community Service

Vice President: Nigeria Community in Jacksonville Florida: 2015- Present

• Strategic Planning every quarter for the overall general well being of the community.

• Educational development, social inclusion of the children.

• Address presenting concerns in relationship with the laws in the community, at home and United States.

• Safety and security.

International Patron. Off the Hook Foundation for Rural Dwellers. Non-Government Organization, Chokoneze in Ezinihitte Mbaise, Imo State, Nigeria 2015-Present

• Initiates and maintains contact with community leaders for town hall meetings for development and health related mentoring .

• Supportive and charitable donations in the forms of food, health care products to widows, and the needy.

Professional Affiliations

• Member Chartered Institute of Bankers (CIBN) Nigeria

• Member International Federation League (IFL)



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