Aratutun Egbiremon

• Managed daily branch operations with a focus on compliance and customer service.
• Spearheaded customer service initiatives, elevating branch service rating from 78% to 94%.
• Coordinated branch audit, ensuring a top-tier audit report.
• Acted as Deputy Regional Coordinator, managing a region with 11 branches and up to 130 operators.
• Led operational reviews, participated in performance reporting, and conveyed improvement opportunities.
• Ensured compliance with standard operating procedures and regulatory requirements
• Fostered ongoing improvement in service delivery through data-driven insights.
• Oversaw team performance, monitoring SLA and KPI's, actively engaging with Supervisors and their reports to address performance concerns
• Developed and implemented the team vision, acting as a subject matter expert for cross-business initiatives
• Coached team members, developed leadership skills within the team
• Demonstrated professionalism and approachability, facilitating discussions and conveying business messages

• Maintained accurate records and full compliance with government regulations and agency guidelines.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

• Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.

• Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.

• Scheduled and supervised associates, optimizing work procedures and schedules.

• Supported Operations Manager, ensuring smooth branch operations.

•Demonstrated strong leadership skills by successfully managing branch operations.

• Conducted comprehensive training on new products and services.