Henry Iwuamadi | Freelancer Resume

IWUAMADI HENRY IZUNNA 1 Iwuamadi Close, St Lambert Avenue, Nekede, Owerri, Imo state. PROFILE I am an IT Support and customer service expert with 7+ years’ combined experience in Artificial Intelligence, Programming, Relationship Management, Consumer support services, Software Engineering and Customer Service. A good Team Leader with an excellent knowledge in Financial Software, Information Technology and Banking System. An Analytical Thinker with Good problem solving Skills and a very good fluency in major languages combined with good Communication Skills. I have a very keen interest in Leadership roles, Artificial Intelligence as well as Financial Operations Management and Banking system. EXPERIENCE UNITED BANK FOR AFRICA CUSTOMER SERVICE/ACCOUNT OFFICER (Branch Operations) (February 15th 2021 – September 3rd 2025) Reporting Relationships  Functionally reports to: Customer Service Manager  Administratively reports to : Branch Business Manager  Supervises: N/A Job Objectives  Resolution of issues with empathy and care  Improve brand credibility  Documentation of Pain points for adequate escalation  Nurturing Relationship  Timely resolution of issues quickly and effectively Duties & Responsibilities  Give customers information about product and services  Help customers with complaints and questions  Resolution of issues in due TAT  Facilitate and update records of branch’s FX transactions  Responding to customer reviews  Collecting and analyzing customer feed back  Acquisition and conversion of customers through first time interactive contact  Proper filing of documents  Receiving and acknowledging Court Orders and Other Legal documents  Monitoring of transit account, and ensuring they remain in nil positions  Logging of branch expenses and other maintenance cost  Engagement with CFC teams for prompt resolution of customer issues  Reference Letter Issuance  Cheque book requisition, issuance and destruction.     Account Opening and closure Debit card request Ensure zero fraud tolerance and error rates Ensure adequate controls over customer records Key Performance Indicators  Maintenance of agreed TAT in line with defined service level  Number of customer complaints/customer satisfaction surveys as administered by HCM  Number of outstanding account opening documentation not duly approved by designated officer  Cheque book maintenance and accuracy  Card issuance and administration  Good knowledge and understanding of banking products and service culture  Good communication skills  Fast and error free processing UNITED BANK FOR AFRICA BANK TELLER (Branch Operations) (December 13th 2019 – February 15th 2021) Reporting Relationships  Functionally reports to: Cash Officer  Administratively reports to : Cash Officer  Supervises: N/A Job Objectives  To ensure that cash payments and deposits are promptly & efficiently effected while ensuring that the bank’s turn around time is maintained  To ensure that while in the course of carrying a daily function that the bank does not experience loss. Duties & Responsibilities         Payment of customers on request Ensure proper and accurate balancing of cash transactions on a daily basis Ensure a customer friendly disposition at all times Ensure maintenance and effective utilization of physical assets Franchise collection Cross-selling the Bank's e-products/services Any other duties as assigned by the Cash Officer/BOM Call over of daily transaction Receipt of cash Key Performance Indicators      Rate of cash differences/ zero fraud tolerance Prompt balancing at the end of the day Speed of processing Zero tolerance for integrity test failure Error rate in processing STANBIC IBTC PENSION MANAGERS LIMITED DIRECT SALES AGENT (SALES/BUSINESS DEVELOPMENT) (March 7th 2019 – November 11th 2019) Reporting Relationships  Functionally reports to: Business Development Manager  Administratively reports to : Business Development Manager Job Objectives The job entails prospecting and registering of new employees from both public and private sector for the contributory pension scheme. It is a contract role for an initial period of a year and the reward (monthly commission and annual bonus pay) is dependent on the sales performance. VIC COMPUTER TECHNOLOGIES, ZARIA, KADUNA STATE SOFTWARE ENGINEER (August 2012 – June 2015) Job Objectives o Entails, installation and troubleshooting of newly developed software in PC, and also resolve customer issues in a timely manner. o Creation of primary 1st level software, using low-level programming languages e.g. FOTRAN, COBOL, ADA, etc. NATIONAL YOUTH SERVICE CORPS MINISTRY OF SCIENCE AND TECHNOLOGY, UMUAHIA (December 2016 – November 2017) Worked as an office Assistant, to the commissioner of science in charge of inspection of industries, laboratories and other science based federal government parastatals in the state EDUCATION IMO STATE UNIVERSITY, IMO STATE PhD (August 2023 – Date)  A Doctor of Philosophy (Artificial Intelligence) degree in View  Researched on developing “ A predictive model for mitigating network downtime using an efficient AI-based detection system” NATIONAL OPEN UNIVERSITY OF NIGERIA MSc (February 2022 – March 2024) PGD (February 2021- January 2022)  Obtained a PGD and MSc in Information Technology, and finished with a Merit grade.  Researched on “The Design and implementation of a Digital Library System”. NIGERIAN INSTITUTE OF LEATHER AND SCIENCE TECHNOLOGY, ZARIA, KADUNA STATE HND (August 2010 – September 2015)  Obtained a Higher National Diploma in Polymer Technology with an Upper Credit  Functioned as the Secretary General, Student Union Government, 2015  Also functioned as a 3-time Vice President of Polymer Student’s Association Nigeria  Researched on “the physio-chemical properties of emulsion paint filled with coconut shell powder”. DEMONSTRATION SECONDARY SCHOOL, AHMADU BELLO UNIVERSITY, ZARIA. Senior Secondary School Certificate -) SKILLS         Good interpersonal and relationship skills. Excellent negotiation skills Good reporting Skills Multilingual- Fluent in English, Igbo, Yoruba and Hausa languages Adept in the use of MS Office suit. Working effectively with to deliver projects and quality presentations. Leadership and Critical thinking skills. Good written and oral communication skills INTERESTS Leadership, Research and Operations Management.