adaezeubah

Successfully led and mentored IT teams, planned and executed complex IT projects, and coordinated with internal teams and clients to meet business objectives while ensuring timely delivery and SLA compliance. Provided high-level IT consulting services to clients, offering strategic technology solutions tailored to their needs. Developed and implemented comprehensive IT policies aligned with business goals and industry best practices. Demonstrated strong financial understanding by developing and managing IT budgets, optimizing technology resources, and balancing cost, performance, and scalability to enhance operational capabilities and efficiency. Ensured strict adherence to industry standards, legal regulations, and security protocols across all IT operations. Implemented robust security measures, conducted regular audits, and established data protection practices, enhancing overall security posture and regulatory compliance. Developed and maintained comprehensive disaster recovery and business continuity plans, safeguarding technology assets and ensuring minimal downtime during disruptions. Implemented effective IT risk management strategies to protect the organization's digital infrastructure and data.

Handled and processed transactions related to services, intellectual property, and other non-tangible trade elements, ensuring compliance with global trade agreements, financial regulations, and anti-money laundering (AML) laws. Developed and implemented a new invisible trade execution process, resulting in a 60% reduction in execution time, improved customer satisfaction, and the successful management of over $20 million worth of invisible trades in one year, leading to a 10% increase in profits. Conducted extensive research on emerging technologies, which led to the development of a new application that automated processes, further enhancing customer satisfaction. Developed and implemented a compliance monitoring system that ensured adherence to regulatory requirements across the team, achieving zero regulatory compliance issues. Prepared and presented monthly, quarterly, and annual invisible trade reports for audit, ensuring accurate and timely financial reporting. Coordinated with financial institutions, legal teams, and clients to facilitate smooth transaction flows and served as the primary point of contact for clients and partners involved in invisible trade transactions.

Resolved complex customer complaints, reducing churn rates by 20%, and consistently earned positive feedback and recognition for exceptional service delivery. Analyzed customer feedback data and trends, providing actionable insights to improve processes, increase first call resolution rates by 15%, and enhance customer satisfaction by 20%. Designed and implemented quality assurance tools, including dashboards to track KPIs and a compliance monitoring program, ensuring zero regulatory issues and supporting data-driven decision-making. Conducted regular quality reviews, reported customer complaints to regulatory bodies, and provided detailed performance analyses to leadership, enabling operational efficiency and informed decision-making.

Resolved customer queries promptly and courteously, enhancing customer satisfaction and retention. Routed customer issues to relevant units using defined escalation channels, ensuring efficient problem resolution. Documented all customer interactions using approved software and escalated unresolved issues to the Team Leader, improving issue tracking and resolution. Educated customers on new products and initiatives within FCMB, increasing product awareness and adoption. Adhered to assigned shift slots, ensuring availability throughout the shift period, which maintained consistent customer service levels. Implemented feedback to enhance performance, using data analysis and process improvement strategies, resulting in improved customer satisfaction.

Gathered and analyzed customer feedback, conducted user testing, and monitored reviews to enhance the bank's mobile app and internet banking platforms, identifying key areas for improvement and driving continuous product enhancement. Supported the product team in defining requirements, user stories, and acceptance criteria, collaborated with the design team to ensure a seamless user experience, and created and maintained product documentation for internal stakeholders. Participated in agile processes, tracked development progress, proposed risk mitigation solutions, and documented meeting notes, action items, and follow-up tasks to improve project tracking and ensure timely task completion.