Anne Igah
Woodbridge,VA
Summary
Results-driven Financial Service Representative with over 10 years of experience in retail banking, specializing in client account management, financial product sales, and customer service. Proven track record in building client relationships, achieving branch goals, and providing world-class service. Skilled in proactive customer engagement, cross-selling financial products, and maintaining detailed customer records. Passionate about helping clients achieve financial wellness and committed to delivering personalized and efficient banking solutions. Seeking to leverage my expertise in a dynamic role at Andrews Federal Credit Union. Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs and transforming customer service standards. Experienced in leading and supervising operational and sales teams.
Overview
19
19
years of professional experience
Work History
Retail Arbitrage (Business Owner)
Self-Employed
01.2024 - Current
- Managed all aspects of retail arbitrage business, including sourcing products, inventory management, and sales.
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Implemented marketing strategies to increase brand awareness and attract new customers.
Senior Business Analyst
Eny Consulting Inc
08.2023 - 01.2024
- Elicited and documented business requirements, resulting in a 95% approval rate from stakeholders.
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
- Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis.
- Implemented Agile methodologies within project teams, increasing overall adaptability and responsiveness.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Senior Business Analyst
Adia Farms
01.2022 - 06.2023
- Conducted interviews and analyzed business requirements, leading to a 25% increase in process efficiency.
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Ensured adherence to regulatory requirements by staying abreast of industry standards and best practices.
- Designed and developed data pipelines to acquire, clean and process data.
- Created dashboards to monitor and track key performance indicators.
Senior Administrative Officer
TETFund
02.2015 - 12.2022
- Conducted research and analysis on business requirements, optimizing procedures and reducing costs by 20%.
- Prepared reporting and documentation in internal system to support effective divisional, functional and strategic business activity.
- Expertly organized logistics for functions both within and outside of organization.
- Prepared flawless emails and technical memorandums upon direction of immediate supervisor.
- Categorized and securely processed sensitive documents with information of deeply personal nature or corporate sensitivity.
- Acquired proper equipment, refreshments and supplies for meetings and supported needs of attendees.
- Liaised with staff to manage information, develop systems and compile reports using data to identify trends and take action to enhance performance.
- Developed and maintained productive relationships with internal and external stakeholders to support increased business.
- Arranged business travel details for company executives on moment's notice.
- Drafted documents in company-directed formats and fonts, maintaining exceptional style consistency.
- Managed staff development, underperformance issues and employee relations to adopt consistent, fair and objective decision-making.
- Kept files and records in content management systems such as MS SharePoint and Salesforce.
- Ensured compliance with company policies and government regulations through rigorous monitoring of processes and procedures.
- Improved communication within the team by organizing regular meetings and providing clear guidelines for projects.
- Streamlined office processes by implementing new administrative procedures and tools, enhancing efficiency and productivity.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Edited documents to improve accuracy of language, flow, and readability.
- Directed technological improvements, reducing waste and business bottlenecks.
- Supported long-standing professional relationships and established strategic ones, creating favorable conditions for enduring partnerships.
Resource Ed Personnel
Society Against Prostitution and Child Labor
05.2012 - 06.2013
- Delivered exceptional customer service support to a diverse clientele, ensuring their needs were met efficiently.
- Assisted in the creation of job descriptions that accurately reflected position requirements while adhering to relevant employment laws.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Financial Service Representative 4
SunTrust Bank
01.2006 - 01.2012
- Managed a portfolio of client accounts, increasing client satisfaction by 20% through personalized service and proactive communication.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Collaborated with team members to achieve monthly sales targets.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the department.
- Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
- Collaborated with team members to meet monthly performance targets, contributing to the branch''s success.
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Tailored banking solutions to customer needs, strengthening client relationships and loyalty.
- Implemented feedback mechanisms, enabling continuous improvement in customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
Master of Science in Marketing -
Johns Hopkins Carey Business School
Maryland, USA01.2010
Bachelor of Arts in Business Management -
Dublin Business School
01.2006
Skills
- Customer Relations
- Small business operations
- Relationship Building
- Verbal and written communication
Certificationsprofessionaldevelopment
- Business Analyst Professional (CBAP - in view)
- NextGen Certificate of Completion (Certified System Administration - in view)
- Micro Certification – Flow Designer, 2024
- Project Management Professional (PMP) - PMP #3266545, 2022
- Certified Etiquette and Public Relation Trainer - Moms on Edge LLC USA, 2013
- Business Analyst Training (certificate of participation) - Requirements Inc. Chantilly Virginia, 2011
- European Computer Driving License – Citas College Dublin Ireland, 2003
Corecompetencesskills
- Customer Relationship Management
- Financial Product Sales
- Account Management
- Cross-Selling and Upselling
- Customer Service Excellence
- Team Collaboration
- Problem Solving
- Financial Analysis
- Proficiency in Microsoft Office Suite, Salesforce, and Zendesk
- Strong Organizational and Time Management Skills
- Excellent Communication and Interpersonal Skills
Timeline
Retail Arbitrage (Business Owner)
Self-Employed
01.2024 - Current
Senior Business Analyst
Eny Consulting Inc
08.2023 - 01.2024
Senior Business Analyst
Adia Farms
01.2022 - 06.2023
Senior Administrative Officer
TETFund
02.2015 - 12.2022
Resource Ed Personnel
Society Against Prostitution and Child Labor
05.2012 - 06.2013
Financial Service Representative 4
SunTrust Bank
01.2006 - 01.2012
Master of Science in Marketing -
Johns Hopkins Carey Business School
Bachelor of Arts in Business Management -
Dublin Business School