Anita Ugochukwu

ANITA UGOCHUKWU BANKING PROFESSIONAL PROFESSIONAL SUMMARY CONTACT - Dynamic and results-driven management professional with experience in the banking industry. Proven track record of - successfully managing multiple branch locations, leading teams, Lagos, Nigeria and driving revenue growth through operation efficiency. Skilled in developing and executing strategies to improve operational efficiency, customer experience, and employee engagement. Adept at leveraging financial analytics to identify business opportunities and mitigate risk. EXPERIENCE Branch Operations Manager June 2021 - June 2024│Heritage Bank, Lagos • Provided guidance and training to new employees on the effective use of systems and processes related to branch operations. • Managed daily activities of branch staff, ensuring all tasks are completed within established timelines. • Ensured customer satisfaction by resolving inquiries promptly and effectively. • Implemented procedures for branch operations to ensure compliance with organizational standards. • Monitored inventory levels at the branch level, ensuring adequate supplies were available when needed. • Maintained accurate records of transactions taking place at the branch level, including deposits, withdrawals, transfers. • Conducted performance reviews for branch staff, providing feedback on areas needing improvement. • Organized regular meetings with staff members at the branch level to discuss current challenges and opportunities facing the organization. • Actively participated in business development initiatives such as cross-selling products or services offered by the bank. • Implemented corporate culture through reinforcement of quality service and teamwork. • Assessed risk management issues associated with branch operations, developing plans to mitigate those risks. SKILLS • • • • • • • • • • • • • • • • Process Improvement Technical Proficiency Regulatory Compliance Inventory Control Performance Monitoring Budgeting and Forecasting Organizational Skills Time Management Analytical Thinking Risk Assessment Complaint Handling Active Listening CRM Software Slack and Hubspot Finacle 7 and 10 Microsoft Office Cash Officer September 2019 - June 2021│Heritage Bank, Lagos • Identified opportunities for improvement in existing processes related to cash management operations. • Tracking daily deposits, withdrawals, and transfers in a timely manner. • Performed thorough audits on all cash inflow and outflow to ensure compliance with established accounting procedures. • Provided excellent customer service while handling cash transactions and balancing tills. • Applied problem-solving abilities to reconcile discrepancies between the actual and expected amounts of money received. • Exercised attention to detail when counting currency and verifying documents for accuracy in ATM cash management. • Implemented best practices for risk mitigation when dealing with high volumes of cash or volatile markets. • Cultivated a team environment by training new staff members on the day-to-day responsibilities of a tellers. Customer Service Executive June 2014 - September 2019│Heritage Bank, Lagos • Built strong relationships with customers through active listening and effective communication. • Handled difficult customer situations with professionalism and composure while maintaining a positive attitude. • Utilized problem-solving skills to identify customer needs and provided tailored solutions. • Drafted professional emails in response to customer requests within agreed timeframes. • Answered questions and educated customers regarding products and services. • Enforced compliance with relevant laws governing consumer rights protection when dealing with refunds or disputes. • Attended regular meetings with department heads to discuss strategies for improving overall customer experience levels. EDUCATION Bachelor of Science (B.S.) in Biochemistry December 2008 University of Benin, Edo CERTIFICATIONS • • Oracle Certified Administrator Certificate in Anti-Money Laundering