Anita Patrick

. ANITA PATRICK-/ - Lagos, Nigeria PROFESSIONAL PREFACE A seasoned operations manager, having over 15years work experience within the financial sector. Equipped with excellent problem-solving skills, I work effectively both individually and in a variety of team situations, with a proven track record in managing financial operational activities, ensuring stakeholder engagement, harnessing end to end delivery of bank projects and policies, possessing a strong business acumen with excellent communication, customer service and interpersonal l skills. Currently seeking to transfer these skills within a challenging environment to achieve organisational goals. SKILL SET: SOFT SKILLS      Excellent Communication Problem Solving Leadership/People Management Teamwork Attention to details TECHNICAL SKILLS      Stakeholder Management Project Management Documentation and Reporting Operational Management Budget /expense Management IT SKILLS      CRM- Creatio TRELLO MS Office Suite Slack Finacle 7.0 (Core Bank Application) EDUCATION Business Analytics Boot Camp (January – June 2022) Almond Careers, London United Kingdom Master’s in Business Administration (2015) Ladoke Akintola University of Science and Technology, Ogbomosho Osun State. Bachelor of Science: Biochemistry (2002 – 2005) Michael Okpara University of Agriculture, Umudike, Abia State. TRAININGS  Excellent Service Delivery – 2015  The service Culture – 2017  The A-Z of Customer Service - 2022  AML/CFT/ABC/ETHICS Training – 2019 WORK EXPERIENCE Branch Operations Manager Access Bank Plc Lagos December 2015 – Date  Strategized with the nation-wide retail coordination group for the successful integration of operational processes for a newly acquired bank, making Access bank one of the largest financial institutions in Nigeria in terms of profitability and customer base.  Implemented the streamlining of operational processes and procedures using a phased approach. This led to a significant reduction in operational costs and man hours were deployed to more strategic tasks.  Collaborated with a team to set up and deploy a mentor-mentee programme for on boarding entry level staff, creating a soft landing for new intakes and getting them acclimatized to the organizational culture. .  Championed continuous data collection on product and service evaluations, presenting reports using MS Excel spreadsheets and tables to management. Feedback from these evaluations is used to implement interventions and make necessary changes to increase customer satisfaction.  Managing branch expenses and constantly keeping within budget expectations through negotiation with vendors as well as implementing other cost cutting measures. Example was the refurbishment of ATM canisters rather than replacement which led to 85% reduction in branch expense. Head, Fund’s Transfer Unit First Bank Intl Plc, Lagos January 2012 – November 2015  Innovated and deployed a fast-track system, which involved deployment of self service machines, leading to an improvement in service delivery.  Handled foreign remittances using methods that helped foster international trade.  Supervised a team of four people, to deliver professional customer service and quick turn-around time.  Achieved increased sales of bank retail products, using marketing strategies leading to growth in customer base and profitability, this was achieved   Ensured the provision of exceptional services to the bank’s customers and clients to increase loyalty. Attended to customers’ requests and complaints resolution. Project Administrator Huawei Technologies, Lagos March 2011 – December 2011  Handled administrative duties for the BHARTI AIRTEL PROJECT.  Scheduled site visits of field engineers and kept a log of project progress.  Kept track of budget and project expenditures.  Assisted in organizing and execution of projects.  Vendor and stakeholder management.  Handled the purchase and stock of office suppliers used by support staff and engineers. Head, Customer Service Unit Oceanic Bank International Plc, Lafia, Nasarawa      September 2007 - December 2009 Managed a team of five staff offering customer support. In charge of overseeing the customer service process and adapting based on branch peculiarities. Resolved customer complaints in a timely and professional manner. Created policies and procedures to foster effective service delivery. Planning the training and standardization of service delivery. VOLUNTEERING: Member, Access Women’s Network (AWN):A collation of female employees of Access bank plc, who have a passion for corporate social responsibility in education, health care and youth empowerment. REFERENCES: Patrick E Izeze Branch Experience Unit First Bank Of Nigeria Plc Lagos, Nigeria- Elizabeth Orji Kingsley Branch Service Manager Access Bank Plc Lagos, Nigeria-