Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Josephine Bakare

Columbus,OH

Summary

Experienced manager with over 10 years expertise in training and development, program management, and team leadership. Proven track record of success in creating and implementing effective training strategies, driving organizational growth, and fostering a culture of continuous learning."

Overview

15
15
years of professional experience

Work History

Administrative Secretary Women’s Program

RCCG, winners Church
Columbus, OH
01.2023 - Current
  • Created spreadsheets, documents, presentations, reports, forms. using Microsoft Office Suite applications.
  • Provided administrative support to the executive team including filing, faxing, photocopying, scanning documents.
  • Compiled data from various sources into comprehensive reports for management review.
  • Assisted with onboarding of new employees by providing orientation materials and scheduling training sessions.
  • Developed procedures for record keeping systems to ensure efficient workflow processes.
  • Organized and maintained confidential files and records.
  • Scheduled appointments, managed calendars, and organized events.
  • Conducted research on products, services or potential customers, clients using available resources.
  • Provided administrative support to executive staff, including scheduling meetings and managing calendars.
  • Prepared agendas for meetings and took minutes.
  • Performed data entry into various databases used by the organization.
  • Inputted data accurately into computer systems in order to generate reports or tracking documents.
  • Facilitated communication between departments by distributing memos or other correspondences.
  • Prepared weekly certified payroll reports by processing timecards for paychecks.
  • Produced and distributed memos, newsletters, and other forms of communication.
  • Developed administrative staff by providing information, educational opportunities and experiential growth opportunities.
  • Wrote email messages, memos and business letters for management and proofread documentation to provide error-free correspondence.
  • Conducted research and performed statistical analysis for weekly and monthly production reports.
  • Set up workshops and meetings by scheduling conference rooms, coordinating catering and preparing supplies.
  • Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
  • Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Coordinated travel arrangements and completed expense reports for travel reimbursement.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.
  • Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.

Customer Experience Manager

Cardinal one business services
Lagos , Lagos
12.2021 - 12.2022
  • Established relationships with external vendors that are essential for providing superior levels of support during peak times.
  • Monitored customer service performance metrics and created reports for senior management review.
  • Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
  • Collaborated with cross-functional teams to develop marketing campaigns that enhance the customer experience.
  • Facilitated communication between various stakeholders throughout the organization when it comes to matters related to enhancing the customer experience.
  • Managed escalated customer issues and resolved conflicts in a timely manner.
  • Maintained accurate records of all interactions with customers including call logs, emails, online chats.
  • Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
  • Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
  • Conducted regular surveys to assess customers' opinions about their experiences with the company's products or services.
  • Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
  • Identified opportunities for improving existing processes related to providing an outstanding level of service.
  • Conducted regular performance evaluations of customer service staff and provided constructive feedback.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
  • Facilitated communication between customers and technical support teams to ensure timely resolution of product issues.
  • Trained and mentored customer service staff in best practices and company standards.
  • Led team meetings to discuss customer feedback and brainstorm strategies for enhancing the customer experience.
  • Developed training materials and manuals for customer service staff to improve knowledge and skills.
  • Prepared marketing campaign budgets with finance personnel.
  • Interviewed and hired talented individuals to add value to marketing team.
  • Planned and facilitated meetings to share marketing plans and explain future business goals.
  • Delivered marketing strategy updates to upper-level management.
  • Evaluated marketing personnel and offered constructive feedback on ways to improve.
  • Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
  • Analyzed customer feedback data to identify areas of improvement in the customer experience.

Training and Development Manager

Eco bank plc
Lagos , Lagos
08.2012 - 07.2020
  • Organized workshops, seminars and conferences for staff development purposes.
  • Coordinated with departments to ensure that employees received appropriate on-the-job training.
  • Compiled reports detailing cost savings derived from implemented programs.
  • Created multimedia visual aids and other educational materials for use in instruction.
  • Administered tests to evaluate trainees' progress.
  • Assisted in the development of job descriptions, performance reviews and career paths.
  • Maintained records of all completed courses and associated documents.
  • Managed budgeting process for departmental expenditures related to training initiatives.
  • Ensured compliance with applicable laws, regulations and policies related to employee education initiatives.
  • Developed and implemented training programs to meet the needs of a diverse workforce.
  • Designed, developed and delivered instructor-led classroom training sessions.
  • Established partnerships with external vendors providing specialized services or resources.
  • Facilitated team building activities to improve communication among staff members.
  • Conducted employee surveys to determine training needs and objectives.
  • Collaborated with management teams to identify areas of improvement within the organization's learning environment.
  • Engaged in community outreach initiatives aimed at increasing awareness about services offered by the center.
  • Assisted in developing strategies to increase revenue streams for the center.
  • Collaborated with local organizations to promote services offered at the center.
  • Developed and managed annual operating budget for center.
  • Managed daily operations of the center including scheduling, customer service, safety protocols.
  • Coordinated professional development opportunities for staff members.
  • Planned special events such as seminars, workshops and conferences held at the center.
  • Maintained a safe, secure and healthy environment for all employees and visitors.
  • Ensured compliance with local, state, and federal regulations.
  • Oversaw recruitment, hiring, training and supervision of staff members.
  • Implemented strategic plans to enhance overall productivity of the organization.
  • Provided guidance on professional development opportunities for staff members.
  • Analyzed data regularly to identify trends that could improve efficiency or effectiveness of services provided by the center.
  • Resolved customer complaints in an effective manner while maintaining quality standards.
  • Monitored financial performance of the organization against established targets.
  • Created marketing materials such as brochures, flyers and posters promoting activities hosted by the center.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Hired and coached staff on all center policies and procedures to effectively handle full roster of children.
  • Connected with clients and developed strategies to achieve sales and customer service goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Implemented campaigns and promotions to help with developing goods and services.

Branch Manager

Oceanic Bank Int'l
Lagos , Lagos
03.2004 - 07.2012
  • Organized professional development programs for employees at all levels of the organization.
  • Performed regular audits of financial records in order to ensure accuracy.
  • Monitored financial performance of the branch on a monthly basis.
  • Facilitated weekly meetings with staff members to discuss progress on current initiatives.
  • Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
  • Developed strategies to increase customer satisfaction and loyalty.
  • Established strong working relationships with external partners such as vendors and suppliers.
  • Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
  • Managed staff scheduling, hiring and training processes.
  • Assisted other branches when needed during peak periods or special projects.
  • Analyzed data to identify trends related to products, services, customers and markets served by the branch.
  • Ensured compliance with established policies, procedures and regulations governing banking operations.
  • Identified opportunities for process improvement initiatives within the branch.
  • Resolved escalated customer complaints in a timely manner.
  • Participated in community events to promote brand awareness.
  • Implemented internal control procedures to minimize risk exposure and maximize profitability.
  • Created reports summarizing operational performance metrics for senior management review.
  • Provided feedback on employee performance evaluations conducted by supervisors.
  • Provided guidance and support to team members regarding problem resolution and customer service issues.
  • Disciplined employees to encourage compliance with company policies and procedures.
  • Planned work schedules to maintain adequate staffing levels.
  • Managed and inspired team members to perform to full potential, driving branch profitability.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Designed sales and service strategies to improve revenue and retention.
  • Assigned duties to employees and examined work for accuracy, neatness and timeliness.
  • Established and built customer relationships through targeted outreach and initiatives.
  • Verified cash by balancing cash drawers and maintaining cash count records.
  • Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
  • Increased efficiency and drove branch revenue by optimizing daily operations.
  • Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
  • Grew business banking relationships through proactive outreach.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Managed relationships with tax authorities, bankers and auditors.
  • Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
  • Used hedging to mitigate financial risks related to interest rates on company's borrowings.
  • Coordinated preparation of external audit materials and external financial reporting.
  • Created and updated financial reports on frequent basis to present information to leadership teams.
  • Analyzed actual financial results to budget, preparing variance reporting to functional groups.
  • Analyzed competitors and market trends to facilitate business growth.
  • Created financial management mechanisms to minimize financial risk to business.
  • Conducted reviews and evaluations for cost-reduction opportunities.
  • Built financial models to allocate resources, forecast cash and investment needs and make capital budgeting decisions.
  • Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
  • Developed or analyzed information to assess current or future financial status of firms.
  • Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
  • Communicated with stockholders or other investors to provide information or raise capital.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
  • Supported outside sales force in servicing and obtaining new business.
  • Coordinated promotional campaigns for new products or services in order to boost sales revenue.
  • Conducted regular performance reviews for all employees in the branch.
  • Reviewed loan applications to ensure accuracy and compliance with regulations.

Education

MBA - Accounting And Finance

Obafemi Awolowo University
Ile-Ife, Nigeria
03-2012

Bachelor of Science - Economics

Lagos State University
Lagos Nigeria
09-2002

Skills

1 Leadership and Management

2 Training and Development

3 Communication and Presentation

4 Strategic Planning and Implementation

5 Program Management and Evaluation

6 Coaching and Mentoring

7 Adult Learning and Development

8 Curriculum Design and Development

9 Facilitation and Instruction

10 Assessment and Evaluation

11 Technology Integration (eg, Learning Management Systems)

12 Budgeting and Financial Management

13 Team Building and Collaboration

14 Problem-Solving and Conflict Resolution

15 Customer Service and Relations

References

  • Available upon request

Timeline

Administrative Secretary Women’s Program

RCCG, winners Church
01.2023 - Current

Customer Experience Manager

Cardinal one business services
12.2021 - 12.2022

Training and Development Manager

Eco bank plc
08.2012 - 07.2020

Branch Manager

Oceanic Bank Int'l
03.2004 - 07.2012

MBA - Accounting And Finance

Obafemi Awolowo University

Bachelor of Science - Economics

Lagos State University

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Josephine Bakare