Ama Robert

UDOFIA AMAOWO SAMUEL OPERATIONS MANAGER Top of Form Address: Akwa Ibom State, Nigeria | Email:-| Phone No: (-| LinkedIn Profile | Professional Profile Accomplished Operations Manager with over 9 years of experience in enhancing operational efficiency and managing complex financial and customer service functions in banking. Proficient in staff training, procurement, process optimization, and financial transaction oversight. Skilled in cash and ATM management, ensuring high operational reliability and accuracy. Adept at improving customer experience, ensuring regulatory compliance, and safeguarding data security. Known for optimizing workflows and enhancing overall service quality and operational performance. Skills Operational Efficiency | Leadership and Team Management | Cash Management and Reconciliation | Customer Service and Relationship Management | Process Optimization and Improvement | Financial Transaction Oversight Procurement and Inventory Management | Staff Training | Data Security and Privacy | Complaint Resolution Document and Records Management |Transaction Supervision | Financial Reporting | Money Transfer Operations Treasury Management | Fund Transfer Execution | Product Knowledge | Customer Experience Enhancement | Service Recommendation | Regulatory Compliance | Error Resolution | ATM Management | Communication | Problem-Solving | Time Management | Adaptability | Attention to Detail Tools: ERP Systems | SAP | Oracle | Microsoft Office Suites| (CRM) Systems | Salesforce | HubSpot | NetSuite | IBM Sterling | Infor CloudSuite | Odoo Career Highlight Enhanced team efficiency by 35% and reduced operational errors by 15% through structured training sessions, significantly improving overall performance and work quality in the Non-Financial Transactions Unit. Implemented a document filing system improving retrieval time by 40% and accessibility by 30%, while cutting procurement costs by 10% and delays by 20% through streamlined processes. Supervised cash unit and ATM operations, maintaining a 99% uptime rate and 95% financial reporting accuracy, reducing cash shortages by 25% and resolving discrepancies within 24 hours. Professional Experience Bottom of Form First Bank of Nigeria Limited Head (Non-Financial Transactions Unit) Jul 2015 – Till Date Trained staff through structured sessions to enhance work skills and product knowledge, achieving a 35% increase in team efficiency and a 15% reduction in operational errors over a year. Managed procurement of branch assets, utilities, and daily consumables, reducing procurement delays by 20% and cutting costs by 10% through streamlined processes and efficient vendor negotiations. Organized and supervised the movement and storage of documents, implementing a new filing system that improved document retrieval time by 40% and accessibility by 30% within six months. Oversaw maintenance services by vendors and processed payments for completed jobs, ensuring a 95% on-time payment rate and reducing maintenance-related downtime by 25% through effective coordination. Supervise and manage the customer service team, focusing on enhancing service quality and customer satisfaction through effective leadership and support, resulting in improved customer feedback. Delegate tasks and assign responsibilities within the customer service unit, optimizing workflow and efficiency, and ensuring that team members are engaged and tasks are completed promptly. Review and approve new customer onboarding and relationship management processes, ensuring compliance with regulations and enhancing client satisfaction through efficient and effective onboarding procedures. Firstbank of Nigeria Limited (Head) Financial Transactions Unit Supervised all cash unit activities, ensuring accurate handling of transactions and improving cash management efficiency by 25%, which resulted in a significant decrease in discrepancies and operational issues. Oversaw the reconciliation of cash officers and ATM tills, maintaining a 95% accuracy rate in financial reporting and resolving discrepancies within 24 hours, thus improving operational reliability. Maintained the security of sensitive information, decreasing data breaches by 40% through enhanced security protocols and compliance measures, ensuring the protection of customer and company data. Supervised Money Transfer Operations, including Western Union and MoneyGram, overseeing transaction processing & ensuring that operations were conducted efficiently & in accordance with established procedures. Managed Branch Treasury Operations and fixed deposit investments, optimizing financial performance through effective management & ensuring that investments met organizational goals and performance targets. Oversaw unit activities including Local Funds Transfer, Foreign Banking Services, and clearing operations, ensuring smooth and efficient execution of transactions and compliance with regulatory requirements. First Bank of Nigeria Limited Head (Customer Service Unit) Provided comprehensive information about the Bank’s products and services, increasing product adoption by 15% & enhancing customer engagement through improved communication and detailed service explanations. Addressed inquiries and resolved complaints efficiently, improving customer satisfaction scores by 20% and reducing complaint resolution time by 25% through effective problem-solving and timely responses. Enhanced customer experiences by promptly addressing needs and resolving challenges, leading to a 30% increase in positive feedback and customer loyalty through improved service delivery and support. Recommended and suggested new banking products to customers, increasing their awareness and encouraging adoption of additional services, contributing to overall business growth and customer retention. Opened new bank accounts for both individuals and corporate entities, following established rules and guidelines to ensure accurate setup and compliance with regulatory requirements. First Bank of Nigeria Limited Team Lead, Financial Unit (Automated Teller Machine Custodian) Ensured cash sufficiency for ATMs by closely monitoring and managing cash levels, maintaining a 99% uptime rate and reducing cash shortages by 25% through proactive cash management. Investigated and resolved ATM and e-channel errors, achieving a remarkable resolution rate and minimizing operational disruptions through effective troubleshooting and prompt issue resolution. Handled cash evacuation and loading for ATMs, achieving a notable improvement in ATM availability and ensuring timely cash replenishment, which minimized downtime and improved service reliability. Other Experiences Volunteer (Monitoring & Evaluation) – Family Health International, FHI360 Oct 2014 – Apr 2015 Financial Advisor – First Bank of Nigeria Insurance Mar 2014 – Oct 2014 Customer Service Advisor – Engicost Limited Jul 2013 – Jun 2014 News Reporter/Correspondence (Intern) – The Sun Newspaper Feb 2010 – Aug 2010 Top of Form Education University of Port Harcourt, Rivers State B.A. Linguistics & Communication Studies Certification Trainings & Membership Detecting & Reporting Money Laundering May 2021 Money Laundering & Terrorist Financing Red Flags Apr 2021 Prevention: Know Your Customer/Customer Due Diligence Mar 2021 Introduction To Financial Crimes Feb 2021 Retail Banking Certification Program Nov 2019 Leadership Management in Health – University of Washington, Seattle USA (Department of Global Health) 2014 M&E Essentials – USAID Bureau on Global Health, Global Health eLearning Center Jan 2014 M&E Frameworks for HIV/AIDS Programs – Global Health eLearning Center Aug 2012 General Health & Environment (HSE) – SAGIF Training Consult Sept 2012 Membership Student Member – Chartered Institute of Bankers of Nigeria (CIBN) Fellow Member – Chartered Institute of Finance and control of Nigeria (CIFCON)