Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

McLawrence Amaihe

Duluth,GA

Summary

Business Operations Analyst at U.S. Bank, recognized for improving customer experiences through project management and process optimization. Demonstrated leadership in team management and expertise in data analysis to enhance operational efficiency. Strong track record in client account management, workflow optimization, and problem-solving. Working with colleagues to optimize internal and external processes to enhance the customer experience is one of the best aspects of my job.

Overview

9
9
years of professional experience

Work History

Business Operations Analyst (Officer)

U.S. Bank
Atlanta, Georgia
02.2022 - Current
  • Specialize in project management, building workflows, and streamlining outdated processes to enhance the customer experience.
  • Increase department production by 43 percent by creating monthly error reports, which are used to educate the operations team on common processing errors.
  • Involved in ongoing initiatives across departments, working with SMEs to identify root causes, and develop solutions to optimize processes. By implementing a time study on new or outdated processes, I was able to identify cogs in our system that drove inefficiencies across departments.
  • Research and resolve customer complaints by utilizing the Consultative Account Management approach.
  • In a leadership role and currently serving as the main point of contact while my manager is on leave.
  • Train new hires to accomplish all work-related tasks, including onboarding and managing the existing system of records. I have trained over 14 new hires in the past three years.
  • Exclusively manage pricing for all international trade customers. Work with the sales team to track and update over 2,000 customer pricing. Decreased pricing discrepancies by 63 percent in the last year, alone.

Account Service Representative - GTSS

U.S. Bank
Atlanta, Georgia
11.2018 - 02.2022
  • Investigated any complaints from customers regarding service issues or billing disputes.
  • Mentored junior team members and managed employee relationships.
  • Training new representatives on company policies and procedures.
  • Analyzed trends in customer feedback by systematically collecting, categorizing, and interpreting feedback data. This produced an increase in customer satisfaction by 23 percent.
  • Managed customer inquiries and resolved account-related issues efficiently. Worked with other SMEs to address the root cause and provide training when needed.
  • Assessed current processes and proposed improvements that would lead to greater efficiency.

Adjudicator - Global Trade and Standby Services

U.S. Bank
Milwaukee, WI
03.2016 - 11.2018
  • Served as a liaison between the EFCC and the Center of Excellence.
  • Generated daily compliance reports to expedite letters of credit processing for the internal operations team.
  • Assisted other department heads, managers, in resolving conflict among their direct reports. This helps to alleviate some stress from senior management.
  • Identified and promoted business ideas to streamline processes. Created SharePoint sites to aid in managing workflow, and to save documentation for audit purposes. This saved money for the department, since we did not need to hire additional resources to solve this issue.
  • Assisted in reviewing the Letter of Credit and other legal documentation for compliance. Strategize with internal partners to accomplish daily tasks efficiently.

Education

Bachelor of Science - Business Management

University of Phoenix
Phoenix, AZ
03-2026

Skills

  • Leadership and team management
  • Communication and interpersonal skills
  • Project management and workflow optimization
  • Process improvement and problem-solving
  • Time management and prioritization strategies
  • International sales support and banking operations

Accomplishments

  • Gold Shield Award - Nominated by Michael (Arkell) Burnap - 2/112022
  • Bronze Shield Award - Nominated by Suzan Amoore - 7/29/2019
  • Bronze Shield Award - Nominated by Colleen Showen - 2020
  • Bronze Shield Award - Nominated by Colleen Showen - 2021

References

References available upon request.

Timeline

Business Operations Analyst (Officer)

U.S. Bank
02.2022 - Current

Account Service Representative - GTSS

U.S. Bank
11.2018 - 02.2022

Adjudicator - Global Trade and Standby Services

U.S. Bank
03.2016 - 11.2018

Bachelor of Science - Business Management

University of Phoenix

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