Summary
Overview
Work History
Education
Skills
Timeline
Generic
Chinelo Opara

Chinelo Opara

Doha

Summary

Results driven and highly skilled professional with extensive experience in banking operations,customer service and supervisory roles. Adept in strategic planning and operations management, significantly enhancing business growth and customer satisfaction. Achieved notable success in streamlining processes and implementing cost control measures, reflecting a strong blend of analytical and interpersonal skills while demonstrating strong leadership abilities and a commitment to fostering a positive work environment. Proficient in using independent decision-making skills and sound judgment to positively impact company success and the ability to adapt to evolving industry trends and challenges.

Overview

21
21
years of professional experience

Work History

Head of Operations

Guaranty Trust Bank
04.2015 - 04.2024
  • Managed a team of 25 employees in banking operations such as account management, customer service, financial operations and other bank functions.
  • Supervised operational and regulatory compliance in the branch.
  • Supported tax and audit consultants during periodic branch audit process.
  • Collaborated with management on strategic planning initiatives to drive business growth.
  • Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
  • Streamlined operational processes by identifying inefficiencies and implementing best practices.
  • Improved overall productivity with the introduction of innovative process improvement initiatives.
  • Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
  • Facilitated change management efforts, guiding teams through periods of transition and growth.
  • Strengthened compliance with industry regulations by updating policies and conducting regular staff training sessions.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Prepared and presented periodic financial performance reports to management to illustrate the branch’s successes, challenges and strategies for improvement.

Transaction Service Supervisor

Guaranty Trust Bank
04.2011 - 04.2015
  • Handled customer complaints and inquiries.
  • Assisted with training and development of team members.
  • Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
  • Managed daily operations of the service department, maintaining a high level of organization and productivity.
  • Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
  • Implemented quality control measures to ensure consistent levels of excellence across all aspects of service delivery.
  • Conducted regular performance reviews for 12 staff members, identifying areas for growth and providing constructive feedback.
  • Collaborated with cross-functional teams to develop and implement strategies for continuous service improvement.
  • Responded to customer requests for products, services, and company information.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Customer Service Supervisor

Guaranty Trust Bank
04.2007 - 04.2011
  • Aided sales and customer service teams in delivering excellent service to clients in the region.
  • Collaborated with Operations Manager and teams to achieve excellent bi-annual operational performance reviews(above 90%)having met set SLAs.
  • Catalogued confidential records of all customers, tracking and documenting all client requests.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Planned, supervised and coordinated the firm’s filing/retrieval systems—both electronic and paper of all company documents and forms, ensuring quick and easy retrieval of information.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Coordinated with other departments to ensure seamless customer experience.
  • Led by example, handling complex customer issues personally to ensure high standards of service.

Domestic Operations Teller

Guaranty Trust Bank
10.2005 - 04.2007
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Improved customer satisfaction by providing efficient and accurate transaction processing.
  • Educated customers on use of banking website and mobile apps.
  • Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
  • Monitored and reported suspicious activity in line with bank security policies.

Computer and Mathematics Teacher

Tantua International Group of Schools
10.2003 - 01.2005
  • Collaborated with fellow math teachers on curriculum development, resulting in a more cohesive and comprehensive program.
  • Prepared and implemented lesson plans covering required course topics.
  • Provided meaningful math instruction to improve math skills of children.
  • Established a positive learning environment by enforcing consistent discipline and using effective classroom management techniques.
  • Assessed submitted class assignments, determined grades, and reviewed work with struggling students to boost success chance.
  • Implemented various teaching strategies to accommodate diverse learning styles, ensuring accessibility of content for all students.
  • Mentored students on individual basis to help develop math skills.
  • Enhanced classroom engagement through interactive and collaborative activities, contributing to improved student outcomes.
  • Kept classroom environments consistent and focused on learning by establishing and enforcing clear objectives.
  • Increased parent involvement through consistent communication and involvement in school events, strengthening the home-school connection.
  • Conducted regular assessments to monitor student progress, providing targeted feedback for continuous improvement.

Education

Bachelor of Science - Computer Science

University Of Nigeria
Nsukka Enugu State, Nigeria

MBA - Management

University Of Port Harcourt
Port Harcourt Rivers State, Nigeria

Skills

  • Teamwork and Collaboration
  • Team Leadership
  • Strategic Planning
  • Decision-Making
  • Operations Management
  • Performance Improvements
  • Customer Service Management
  • Performance management
  • Cost Control
  • Customer Service
  • Problem Solving
  • Compliance
  • Supervisory Skills

Timeline

Head of Operations

Guaranty Trust Bank
04.2015 - 04.2024

Transaction Service Supervisor

Guaranty Trust Bank
04.2011 - 04.2015

Customer Service Supervisor

Guaranty Trust Bank
04.2007 - 04.2011

Domestic Operations Teller

Guaranty Trust Bank
10.2005 - 04.2007

Computer and Mathematics Teacher

Tantua International Group of Schools
10.2003 - 01.2005

Bachelor of Science - Computer Science

University Of Nigeria

MBA - Management

University Of Port Harcourt

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Chinelo Opara