LAURA NDALI MARIE-THERASE OSSAI

**, ******* ****** *********, ***, Abuja.

admw0h@r.postjobfree.com, +234********** DOB 21/05/1984

APPLICATION/ COVER LETTER

OBJECTIVE: To seek employment that engages in strategic focus geared towards administrative/executive assistance office support, customer acquisition & retention as an improvement on organisational profit, resources, capabilities and brand reputation. Thus work which includes working within effective teams that reflect the power of teamwork and the requisite independence of the individual, would help achieve my career ambitions. PROFILE: A highly self motivated qualified foreign MBA professional with a successful 12-year track record of sound banking experience. I possess great leadership skills, strong written skills, communicative & interpersonal skills, with a good sense for business analysis. Talented with working with modern technology, dynamic, diplomatic and tactful with professionals and non-professionals at all levels. I am flexible, versatile, patient, tolerant, poised, competent and able to maintain a sense of humor under pressure and have demonstrated ability to easily transcend multicultural differences. I have thrived and performed satisfactorily in a fast paced driven environment. I am also good at taking initiatives with little or no supervision, reliable in terms of delivering results in a timely fashion and demonstrated history of team lead supervision in over 5 branches of a bank at different banking operational departments.

EXPERIENCE: Acquired 12 years working experience overtime after undergraduate education completion since 2005. My work experience spans from Domestic banking operations which includes; Customer Service Relationship Management and sales, Customer Acquisition and retention. Others from my MBA includes; Strategic Business Development and Consultancy, Strategic global marketing management, & administrative management (private sector). SKILLS: I possess a strong passion for success and continuous improvement, with positive strengths and skills which includes; Leadership skills, decision making skills, Problem solving, analytical and logical thinking, creative and innovative, interpersonal relations, organisational skills, ability to work under pressure, fast learner, good team player, customer service retention skills, staff training, staff supervision, sales & marketing.

I am an customer services manager working presently with Eco Bank Nigeria in Abuja, Nigeria after a recent conclusion of a full time one year MBA programme at Aston University, Birmingham UK, from Sept 2010 - Aug 2012. I own a bachelor degree honours in Philosophy with a 2:1 second class upper classification from University of Ibadan a very reputable institution in Nigeria, 2004. I am a competent user in several I.T/ Microsoft office applications. My C.V., attached for your perusal, details my educational background, including the key responsibilities and skills at my previous jobs. I am seeking employment in a reputable international/ multinational/financial organisation, which I believe will satisfy all my career aspirations namely: a people-oriented company which illustrates the passion for understanding what people want and delivering what they need; a company with an ongoing commitment to business management and leadership. Should I be considered for any position in line with my newly MBA acquired skills, past experience, academic qualifications and personal skills. I am confident that I have a lot to offer and I would perform satisfactorily as i am knowledgeable of the dynamics of the business world and I stay abreast with current trends in the global industry in the country.

Operational departments, like business development, strategic business management and consultancy, customer acquisition and retention, brand development management, aspects of any position would only make my work more interesting, while still flexible to other job functions. For ease of communication, I shall be grateful if I am initially contacted via my mobile number:

+234**********, and then via my e-mail address admw0h@r.postjobfree.com . While awaiting your response, I wish to thank you for your time and kind consideration. Yours faithfully,

Laura N.M Ossai

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OSSAI LAURA NDALI MARIE-THERASE

41, Yaounde Street WuseZone6, FCT, Abuja

admw0h@r.postjobfree.com, +234********** DOB 21/05/1984

Work Experience

HILLSON NIGERIA LIMITED

Corporate Services Manager. Nov 2019-TILL DATE

Leadership & Business Management

• Worked closely with MD to modernize working practices and support staff through changes and improvements;

• Modelled leadership, team work and company’s brand values for other members of staff; oversee other members of Staff to ensure they always align and represent the Company’s brand and interests in the best possible way;

• Reviewed business policies and processes and identified` new and more innovative ways of working to deliver a more effective, efficient professional operation;

• Provided direction and motivation to CS team and empowered them to deliver a realistic and consistent level of service;

• Participated in internal committees focused on policy development and wider organizational issues with local colleagues as well as counterparts in Ghana and across Africa.

• Provided updates to staff on corporate services and Office issues;

• Set direction, lead and coach Corporate Services Team for high performance culture.

• Coordinated the Business development team, gave sense of direction and consistently assisted with building clients, clients follow ups and close deals.

• Responsible for marketing strategies and best market survey practices.

• Responsible for driving the digital marketing and advertisement, campaigns, promotions etc

• Deputised for the Managing Director as and when required.

• Responsible for Company Account opening, CAC registrations, NHF registrations, SCUML Registrations, Land line registrations and all other corporate services for Hillson Nigeria Limited.

Human Resources

• Oversee the general Human Resource operations for Hillson Nigeria Limited

• Provided cross functional oversight for other managers to deliver on deliverables and expectations with established scope and time frames;

• Responsible for recruiting, interviewing and hiring of qualified candidates when and where applicable;

• Developed and align the organizations people and performance management plan with its strategic plan;

• Identified workforce requirements to achieve the organizations short- and long-term goals and objectives;

• Ensured workforce planning and employment activities are compliant with applicable federal, state and local laws and regulations;

• Oversee performance management and improvement systems;

• Conducted a needs assessment to identify and establish priorities regarding human resource development;

• Developed/selected and implemented employees training programs to increase individual and organizational effectiveness;

• Developed, implemented and evaluated compensation policies and pay structures based upon internal equity and external marketing conditions that supports Hillson Nigeria limited strategic goals, objectives and values;

• Develop a general staffing plan that supports business needs in collaboration with leadership and line management;

• Relationship management with all vendors and third-party service providers (including their registration as contractors or consultants to the Company)

• Provided guidance on sensitive staff matters for all employed staff;

• Ensured compliance on all Office procedures;

• Any other duties as required by the Management;

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Financial Management

• In Co-operation with the Managing Director (MD) managed the annual local budget in accordance with corporate policies to ensure on-budget expenditure and value for money;

• Was the main point of contact for the Finance Hub, including monthly meetings with Finance;

• Managed the Corporate Services budget in a manner consistent with the organisation’s strategic goals, objectives and values;

• Responsible for Medium Term Financial Planning (MTFP) processes at post;

• Maintained budget holder for Salaries, Travel, Miscellaneous and other office budget;

• Responsible for Salary schedule and VAT filling.

• Maintained contact person for the Procurement Hub including bi-monthly meetings with Procurement Account Manager;

• Oversee the implementation of existing corporate policies by CS team on Procurement ensuring maximum value for Money;

• Co-ordinated bids for additional budget funds or refunds of surplus to / from Resource management unit.

• Responsible for requisitions, procurements, suppliers check and site needs payments. Administration

• Planed and coordinated administrative procedures and systems and devise ways to streamline processes.

• Implemented customer service standards and evaluate employees based on their ability to meet those standards.

• Oversee and managed all office correspondence including documentation.

• Provided technical and logistical support for all administrative personnel.

• Ensured the smooth and adequate flow of information within the company to facilitate other business operations.

• Managed schedules and deadlines.

• Responsible for all client’s allocation letters, new client’s payments receipts etc

• Monitored inventory of office supplies and the purchasing of new material with attention to budgetary constraints.

• Ensured all office facility’s needs, implemented, procurements of office supplies, stationeries and office fixtures etc.

• Monitored costs and expenses to assist in budget preparation.

• Oversee facilities services, maintenance activities and vendors.

• Organized and supervise other office activities (recycling, renovations, event planning etc.)

• Ensured operations adhere to policies and regulations.

• Kept abreast with all organizational changes and business developments. HILLSON NIGERIA LIMITED

Executive Assistant/ Administrative operations support. JULY 2019- NOV 2019

• Coordinated executive's communications, including taking and screening calls, responding to emails and interfacing with stakeholders for the executives.

• Represented the executives at meetings and events and speaking for the executive.

• Appointments Calendar management for executives.

• Aided executive in preparing for meetings and taking minutes where applicable in meetings.

• Prepared internal and external corporate documents for team members and industry partners.

• Drafted presentation slides, business proposals, presentation, meeting notes and documents for executives with my vast knowledge of MS WORD suits.

• Arranged international/local Travel logistics which includes, visas and Hotel reservations.

• Arranged corporate events outside of the workplace, such as Staff trainings, stakeholder’s meetings and staff appreciation events.

• Welcomed visitors by greeting and attending to them swiftly, politely and professionally.

• Maintained proper electronic records and filing system as well as file retrieval system

• Maintained inventory of office supplies as required. 4

• Managed procurement needs for office operations and maintained good relationships with office suppliers for swift operational replacements via SAP Portal.

• Maintained professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing networks, participating in professional societies.

• Managed escalated customer complaints meant for executive’s action via CRM ECO BANK NIGERIA, ABUJA, (Band 2B) Middle Mgt Level- HEAD, Funds transfer AND cash & teller Unit /Customer Service Manager Back up- Apr 2018- MAY 2019

• Thorough customer service management with respect to timely customer service resolution and proper channel escalation where the need arises to ensure a total customer service excellence and customer retention and promoting cross marketing customer acquisition.

• Ensured prompt procurement of the banks branded products via ARIBA and all administrative needs for the bank.

• Efficient daily management of the Banks cash in the Vault and ATM uptime.

• Ensured availability and workability of working tools for all operational units of the bank ranging from customer service department, fund transfer unit and clearing cheques department

• Authorized all cash/ transfer transactions above tellers’ limits and Head teller’s limit.

• Constant reviews of all banking operational units to avert error rates.

• Conducted occasionally KSS training to enable staff off all operational units keep abreast with current trends, changes and policies with respect to continuous operational work processes.

• Ensured efficient monitoring off all staff conduct in line with the banks policies

• Proper staff relationship management with respect to efficient customer service excellence achievement.

• Ensured an efficient Banks Transaction GLs Proof off all operational activities bi-weekly and monthly to encourage an accurate management of the banks’ balance sheet to avert Fraud and mismanagement of funds and thus encouraging huge profits for the bank.

• Promoted cross marketing and customer’s usage of other channels such as POS, ATM, and Internet banking etc. to reduce crowd in the banking hall.

• Verified all third-party applications e.g., western union/ MoneyGram, Nip, Wari, Ria and PTA transfers etc.

ECO BANK NIGERIA, ABUJA, Senior Executive Assistant (SEA) Nov30th 2016- Apr 14th2018 HEAD, Funds transfer/ Cash Officer/ Customer service back up- Nexim Branch

• Ensured prompt and accurate consummation of all transactions within the bank’s approved turnaround time and customer service quick 5-minute TAT is always attained.

• Efficient management of cash holding and vault administration.

• Ensured availability and workability of working tools for tellers.

• Authorized all cash/ transfer transactions above tellers’ limits.

• Constant reviews of tellers pay out limit, taking into cognizance the teller’s error rates.

• Provided effective service support need for the tellers to ensure that teller cubicles are manned and functional at all times

• Ensured that branch ATMs are functional at all times and that the ATM does not run out of cash.

• Timely/accurate rendition of cash certificate after ATM offloads and Upload.

• Verified all western union/ MoneyGram, Nip transfers etc.

• Ensured that transaction vouchers are called over after the close of business daily.

• Maintained of up-to-date cash tellers’ proofs and vault registers.

• Efficient crowd management in the banking hall by constantly educating customers of other E- Channel options as a strategy towards crowd reduction in the banking hall.

• Ensured the branch maintains cash holdings within the approved COP limit.

• Ensured clearing cheques are well processed and delivered for truncation promptly.

• Promoted customers’ usage of other channels such as POS, ATM, and Internet banking etc. to reduce crowd in the banking hall.

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ECO BANK NIGERIA, ABUJA, Senior Executive Assistant (SEA) April 2014- Nov30th 2016 HEAD, Funds transfer/ Cash Officer/ Relief Customer service manager- National Assembly Branch

• Ensured prompt and accurate consummation of all transactions within the bank’s approved turnaround time and customer service quick 5-minute TAT is always attained.

• Efficient management of cash holding and vault administration.

• Ensured availability and workability of working tools for tellers.

• Authorized all cash/ transfer transactions above tellers’ limits.

• Constant reviews of tellers pay out limit, taking into cognizance the teller’s error rates.

• Provided effective service support need for the tellers to ensure that teller cubicles are manned and functional at all times

• Ensured that branch ATMs are functional at all times and that the ATM does not run out of cash.

• Timely/accurate rendition of cash certificate after ATM offloads and Upload.

• Ensured that transaction vouchers are called over after the close of business daily. ECO BANK NIGERIA, ABUJA, Senior Executive Assistant (SEA) DEC 2ND 2014- OCT 2016 Executive Assistant/ Administrative Officer to the Zonal Ops. - Cadastral Branch

• Administered and performed superior administrative which includes; collating of zonal reports from CSMs, Record Keeping, word processing and typing, Photocopying, printing, scanning filling, sorting and retrieving sensitive documents from the archive.

• Maintained office services by organizing office operations and procedures, controlling correspondence, designing filing systems, reviewing and approving supply requisitions.

• Ensured management information by reviewing and analyzing special reports; summarizing information and identifying business operational trends.

• Screened and scheduled appointments for the Zonal Ops.

• Maintained clean record and database for the Bank with respect to zonal daily Branch maintenance & accounting reports.

• Achieved financial objectives by ensured preparation and remitting to m=senior management; daily, weekly and monthly office running cost timely.

• Attended to customers based on escalations from contact Centre, attended to huge complaints, inquiries on phone calls in the office and indulged in regular follow up of prospective customers.

• Sets up meeting room and equipment for use and record all meeting minutes.

• Received and assisted visitors in a professional manner.

• Assist in marketing of our services both corporate and individuals in order to meet company monthly set target.

• Contributed immensely to team effort by accomplished related results where applicable.

• Ensured all traveling logistics and trainings set up, were all arranged and managed by me.

• Created and maintained office filing system both electronically and manual

• Maintained inventory of the office for ensuring availability of required office items.

• Managed petty cash and disbursed cash for approved office expenditure and accounted for all

• Assessed customer needs and explained services, processes, procedure, and guidelines ensuring customer’s satisfaction.

• Managed company sensitive emails, replied company’s email and assisted in transfer of emails to appropriate department/personnel where applicable.

• Carryout company’s bank transactions such as authorized deposit, transfer and withdrawal of approved money from bank.

• Assisted in weekly training of staffs, departments and senior management. 6

ECO BANK NIGERIA, ABUJA, Senior Executive Assistant (SEA) Aug 27th 2012- March 17th 2014 Head, Customer Service unit- Abuja Head Office

1. Handled all customers’ requests and complaints and proffered suitable and logical solutions to customers timely in line with the Banks vision and mission statement to ensure customer retention is attained maximally.

2. Ensured an accurate quick 5 minutes TAT on all customer service transaction consummation with respect to the bank’s policy efficiently.

3. Constantly educates customers on `the need to leverage on Eco banks dynamic E-Channel such as internet Banking, ATM Cards, Mobile Banking, Text Banking etc. towards promoting a convenient and accessible Products in line with the Banks Vision and Mission statement and the recent CBN cashless Policy.

3. Anchored several customer service KSS trainings and collates CSU reports timely and effectively. 4. Ensured all customers’ accounts are opened timely, mandates scanned timely and all other customers E-product facilities are enables for customers immediately to ensure a hitch free and convenient banking transactions for prospective customers. 5. Escalates issues promptly when the need arises to avoid disservice to customers. 6. Maintains customer’s confidential information and maintains customer’s accounts effectively. 7. Constantly share business development ideas with my branch manager to aid actualization of the banks business growth.

8. Maintains a continuous customer acquisition strategy by constantly cross selling the Banks products to suit different levels of people towards wealth maximization for the bank. MBA PROJECT (2YRS FULL TIME STUDY) -Business Development and Consultancy, Aston UUNIVERISTY, BIRMINGHAN, UK - SEP 2010-MARCH 2012

HEINEKEN BEER HUNGARY, HUNGARY SEP 2011- MARCH 2012 Topic: A strategic marketing analyses for Heineken Europe and Recommendation 1. Liaised with Heineken Hungary top Directors daily to keep abreast with dynamic changes with the global Heineken business markets in line with their global competitive marketing strategy to enable a set target for competitive advantage. 2. Researched on the past and present challenges Heineken beer market had faced in its global business for the past 10years via various marketing kits e.g., Euro monitor, Heineken portal, global research markets, Heineken business journals, etc. 3. Achieved a thorough marketing analysis and good business report collated from all Heineken marketing reports and findings to achieve a constructive business development plan and business development strategy for Heineken beer. 4. Maintained a constant monitoring of customers’ preferences as it varies daily according to demographic changes.

5. Analysed the global markets of the beer industry as a bench mark to ascertain Heinekens chances of attaining the market share and thus sustaining Heineken beer as a continuous premium beer.

6. Effectively analysed Heineken markets using some business development marketing theoretical frameworks like SWOT ANALYSIS, PESTLE AND 5 PORTAL FORCES etc. to ascertain certain internal and external environments affecting the Beer market. 7. Developed an effective theoretical business framework which worked for Heineken and outlined a detailed recommendation for Heineken with respect to some lapses and challenges that hindered their business growth at a time.

8. Recommended a short term and long-term strategy for business growth and sustainability 9. Ensured an effective and continuous business development strategy for Heineken and business management consultancy till after the MBA Project end. 10. Maintained an ongoing business development research analysis for Heineken beer with respect to the market segmentation, customers’ preferences and implications to business financial analysis of the company to ensure maximization stakeholders wealth attainability. OCEANIC BANK INTL PLC, ABUJA, NIGERIA Aug 2007 – Aug 2010 Cash Officer Manager- Cadastral Branch, Abuja (ABO) March 2010 - Aug 2010

• Implemented the Banks vault administration and cash management by efficient intra bank cash swaps, evacuation and shipment of cash-to-cash management team. 7

• Led tellers and head teller to ensure operational Service excellence, accurate transactions entries line with operational policies and an operating fraud free environment and Irregularities were maintained always.

• Managed six tellers and Head tellers’ limit confidently. Ensured cash in counter, cash inflows and vault closing limits was never exceeded.

• Effective and timely customer service at the front shop. Planned, compiled tellers proof reports and performed other duties as assigned by the Head of Operations.

• Adequate supervision and staff training of front tellers and note counters.

• ATM balancing, ATM maintenance and prepared realistic goals and troubleshoot with colleagues to ensure deadlines were met and work done efficiently. Head, Customer Service Department- Cadastral Branch (ABO) May 2009 – Feb 2010

• Supervised all customer service team and provided customers with ideas/options/advice on financial products and services that are directly relevant to their needs, thus ensuring customers make the right decisions.

• Resolved all customers’ issues and enquiries proactively, by listening attentively, paying attention to details, critically analysing and proffering workable solutions towards ensuring a high level of reliable customer service excellence and customers satisfaction was reached at all times and all customers’ issues, solved timely.

• Developed a strategic and organised method of working under pressure and able to set realistic goals with my team members and ensure deadlines were met and work accomplished efficiently and efficiently.

• Implemented chequebooks/debit cards request, allocates and issues customers chequebooks and debit cards for business transactions. Generated Debit cards, master cards, vpay, visa cards.

• Trained customer service staffs and delivered presentations on Customer service and other Banking Operations Trainings, using Power Point.

• Conducted evaluation of Banks customer’s feedback and collated reports to Banks management in both verbal and written formats. Represented the Banks image as a front-line customer service officer.

Head, Customer Service Unit, Maraba2 Branch, Abuja Sept 2008 – April 2009 Head, Customer Service Unit, Casamance Branch, Abuja April 2008 – Aug 2008 Customer Service Officer, Garki Branch, Abuja Sept 2007 – March 2008 Cash & Teller officer, Abuja Head Office, Abuja Aug 2007 – Aug 2007 ZENITH BANK PLC, Abuja, Nigeria Sept 2006 – July 2007 Executive Assistant, marketing Team, Wuse2 Branch, Full Time

• Organised new customers, businesses and maintained good customer relationship management for the bank.

• Generated huge deposits for the bank and managed personalised banking services.

• Planned marketing strategies of how to constantly increase banks products sales. CROWN CONTINENTAL LIMITED, Sokoto, Nigeria (NYSC) Sept 2004 – July 2005 Administrative/ I.T Manager, Abuja main Branch, (Full Time) Sept 2004 – July 2006 Key Role Responsibilities;

• Performed superior customer and administrative services.

• Managed confidential documents (securities records etc).

• Rendered assistance with sales procedures and system maintenance support EDUCATION

MBA. Business Administration Sept. 2010 – Sept 2011 Aston University, Birmingham, UK

Core Modules studied include: Strategic business development& Management, Marketing Management, Operations Management, Accounting for Business, Corporate business Finance, Marketing Strategy, Leadership Development, Business Ethics and Responsibility, Creative Decisions for Effective change, organisational behaviour, Business Economics & Strategy, International Strategic Human Resource Management, operations management and Innovations& Entrepreneurship.

MBA Research Topic: A strategic marketing analysis for Heineken Europe and Recommendations. 8

BA (Hons) Philosophy University of Ibadan, Nigeria Second Class Upper (2.1) April 2004 Professional Affiliation

Student member, Chartered Institute of Bankers of Nigeria (CIBN) July2009 till date FELLOW, Institute Chartered of Economics Nigeria (ICEN) July 2015 Professional Skills

CORE BUSINESS SKILLS

Strategic business consultancy, Business development developer, Customer service, Corporate services, Administrative, Banking Operations, Credit Analyst, Investment advisory, Operational manager, Executive Assistant.

Excellent presentation, strong verbal and written communication skills in English

• Given presentations on Customer service and other Banking Operations Trainings, using Power Point.

• Conducted evaluation of Banks Customers feedback and collated the reports to Banks management in both verbal and written formats. Represented the Banks image as a front-line customer service officer.

Creative, innovative, analytical and logical skills.

• I am extremely innovative, proactive and have great business ideas especially with my MBA thus I have the ability to manage people and I can work with minimal supervision, always thinking outside the box and proffering solutions to customers enquires and challenges with Banks products e.g., Debit card, internet banking etc.

• I’m flexible. I have adapted to several changes and taken up new challenges in various Eco Bank branches.

• Able to listen, pay attention to details, analyse and reasoned logically with Banks customers. Team working & Leadership skills.

• Developed a strategic and organised method of working under pressure and able to set realistic goals with my team members to ensure deadlines were met and work accomplished efficiently and efficiently.

• Good supervisory and managerial ability. I have managed, motivated and shaped my Team members to always achieve results and never give up. I am goal oriented leader and sensitive to team member’s shortcomings. I have utilized team member’s strengths and weaknesses to achieve given tasks results.

Negotiation skills.

In the business game I worked with my team and put my arguments/ideas across clearly and effectively to team listening to their views and striking a compromise around difficulties and deadlines. IT skills

Good understanding of computer hardware, website design using macromedia flash and HTML, DHTML, Java, Logic++ and very proficient in the use of all Microsoft office packages. Ability to use the internet for research, this helped me with my past jobs to constantly keep abreast dynamic changes in the bank and other competitive Banks as well. Interests

I like to keep fit by walking, jogging and swimming. I love reading, and surfing the internet a lot because i am very inquisitive, dynamic and like information. I love travelling and would like to visit USA, France and Germany to learn new languages after my university. I love music and dancing for relaxation and deep reflective thinking.

Referees

Referees will be provided on request.

Contact this candidate