Customer Service Operation Manager
Resume:
TAMIRAT ABAYNEH
MANTAMO
T
M Hossana, Ethiopia
***************@*****.***
PROFESSIONAL SUMMARY
Goal-oriented Manager dedicated to continuous improvement and driving positive business impact. Talented problem- solver and leader with high-level business and financial acumen. Motivates teams to reach performance goals and business objectives.
Dedicated operation manager supervises daily operations and personnel aiming for maximum efficiency and cost- effectiveness. Extensive knowledge of performance evaluation and metrics. Solid understanding of reporting and budgeting procedures.
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. SKILLS
• Operations Management • Expense Tracking • Business Development
• Marketing • Staff Development • Business Administration
• Budget Control • Conflict Resolution • Time Management
• Performance Evaluations • Staff Training and Development • Resource Allocation
• Financial Analysis • Cross-functional Teamwork • Risk Management
• Effective Communication • Problem Solving • Staff Management
• Marketing Strategy • Customer Relationship Management • Organizational Skills
• Data Analysis • Lead Generation • Schedule Preparation
• Key Performance Indicators • Quality Assurance • Complex Problem-Solving
• Decision Making • Budget Management • Business Planning
• Human Resources Management • Cost Control • Customer Service
• Teamwork and Collaboration • Administration and Reporting • Excellent Communication
• Interpersonal Relations • Self Motivation • Relationship Building
• Computer Skills • Reliability • Positive Attitude
• Adaptability and Flexibility • Analytical Thinking • Attention to Detail
• Team Development • Business Analysis and Reporting • Interpersonal Skills
• Professional and Courteous • Decision-Making • Interpersonal Communication
• Documentation And Reporting • MS Office
EXPERIENCE
Manager Operation Management September 2022 - Current Cooperative Bank of Oromia S.C Hossana, Ethiopia
• Monitored employee work to assess performance and identify knowledge gaps.
• Prepared schedules and assignments to meet short- and long-term business demands.
• Enforced safety procedures and monitored compliance.
• Supervised and guided employees to reach company objectives.
• Ensures that correct receipts and advices are issued to customers for all transactions.
• Approves and conforms transactions per approval limit.
• Checks and signs general ledger position after verifying its accuracy against proof sheets.
• Reconciles and follows-up accounts, and follow up long outstanding items of suspense nature
• Ensure timely settlement of suspense accounts,
• Ensures proper journalizing, balancing and posting of daily transactions
• Analyses the genuineness of branch expenses
• Checks, signs or countersigns on documents and all transaction tickets
• Close the income and expense accounts of the branch
• Check blocking order, account closing, lost instruments report and registration of delinquent customers
• Adhere to branch security requirements in control of negotiable instruments
• Balances daily cash transaction
• Ensures the availability & maintenance of working equipment and sufficiency of stationery materials
• Motivates and coaches the customer service officers responsible for the delivery of high-quality service.
• Adhere to branch cash control and security requirements in control of cash and negotiable instruments. Enhance the bank's image through pro-active customer-driven servicing of their needs to maximize customer satisfaction
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• Identify areas of risk and non-compliance with procedures and advises manager
• Ensure that sufficient stock of formats and stationery materials are maintained
• Handle branch salary and benefit issues, including payroll preparation Perform any other tasks as assigned by supervisor
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Customer Service Officer October 2021 - September 2022 Cooperative Bank of Oromia S.C Hossana, Ethiopia
• Built trusting relationship with customers to better understand needs.
• Managed customer calls efficiently in fast-paced call center environment.
• Enhanced customer satisfaction with fast, knowledgeable service.
• Anticipated needs and resolved problems to keep customers happy.
• Post transactions to appropriate accounts,
• Prepare cash and non-cash tickets/instrument
• Process clearance of negotiable instruments,
• Pays cash to all types of transactions within his/her limit,
• Verify customers' and authorized staffs' signature,
• Process incoming and outgoing remittance (both foreign and local),
• Receive and insert incoming remittance message in the system as appropriate and sign on all tickets and documents,
• Take run-up of daily tickets and balance with the respective account, Process cheque issuance request, stop payment order, blocking order, balance certification request, account closing, lost instruments report, customers' account statements and registration of delinquent customers,
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Graduate Trainee and Customer Service of Officer December 2017 - October 2021 Lion International Bank S.C Hossana, Ethiopia
•Ensure the fulfillment of overall tasks that have given to execute customer focused service in the process;
•Understands and effectively contributes to the business and team objectives;
•Ensure the needs of key customer are met without compromising business efficiency;
•Adhere strictly to compliance and operational risk controls in accordance with the bank's and regulatory standards, policies and practices;
•Post transactions to appropriate accounts,
•Prepare cash and non-cash tickets/instrument,
•Process clearance of negotiable instruments,
•Pays cash to all types of transactions within his/her limit,
•Verify customers' and authorized staffs' signature,
•Process incoming and outgoing remittance (both foreign and local),
•Receive and insert incoming remittance message in the system as appropriate and sign on all tickets and documents,
•Take run-up of daily tickets and balance with the respective account,
•Process cheque issuance request, stop payment order, blocking order, balance certification request, account closing, lost instruments report, customers' account statements and registration of delinquent customers, EDUCATION
Master of Science (M.S.) - Accounting and Finance June 2022 Wachemo University, Hossana, Ethiopia
• Graduated with 3.77 out of 4.00 GPA
• Thesis: Very Good
Bachelor of Arts (B.A.) - Accounting and Finance June 2017 Woldia University, Woldia, Ethiopia
• Graduated with 3.62 out of 4.00 GPA
LANGUAGE
Proficient (C2)
Amahric
Advanced (C1)
English
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