Mercy Oji
The Colony,Texas
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise, and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
Deputy Manager
Central Bank of Nigeria - Currency Operations
05.2018 - 06.2024
- Improved currency processing by reducing waste and maximizing resource utilization which led to an increased average profit of 15% year-on year
- Developed a net promoter system to ensure improved relationship management with stakeholders and service providers
- Implemented Service Level Agreements with various local and foreign service providers, and performed periodic reviews to ensure SLAs were in line with business objectives
- Proposed and implemented upgrades on currency printing/processing machines with a change management process for software and security patching performed periodically
- Instituted knowledge-sharing sessions to bridge the knowledge gap, ensure continuity, and Improve currency operations capacity
- Monitor the performance of service providers in line with SLA to ensure compliance and delivery within the turnaround time
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow
- Liaised with team members, stakeholders, and vendors to coordinate activities, provisioning, environment setup, risk mitigation, and follow-up
- Maintained, documented, and presented progress reports to leaders.
- Evaluated suppliers to maintain cost controls and improve operations.
- Functioned as a point of contact for project administrators and managers focused on timely and successful completion of full lifecycles of assigned projects.
Service Manager
Heritage Bank Plc - Operations Department
02.2017 - 04.2018
- Designed training programs for staff under my supervisory purview
- Trained and mentored the department's staff on policies, procedures as well as software applications used in the Bank to establish a strong foundation for the smooth running of the Bank
- Planned and scheduled weekly self-appraisal meetings to discuss challenges and get feedback for workable solutions to maintain optimal service delivery
- Manage the Bank's exposure to external and internal risks at the service delivery front, including adherence to procedures, optimum cash management within set limits, cost reduction, and physical security of Bank staff and assets
- Organized the customer's files and created a support system to decrease workload and increase the productivity of account managers
- Prepared and administered yearly budgets; identified investment opportunities, threats, and challenges to forecast the Branch budget accurately
- Supervised a team of 15 banking operations staff to ensure quality service delivery to customers and continuous improvement in all areas
- Successfully provided quality and efficient service to customers through daily team management and policy review to ensure customer interaction with the Bank is exceptional.
- Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain a streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- I resolved customer complaints in a professional and timely manner.
Customer Service Executive
Heritage Bank Plc - Operations Department
10.2013 - 04.2018
- Account opening, Documentation, and other related functions
- Receipt, Processing, and Release of cheque book requests
- Processing of Electronic Banking Products
- Analysis and implementation of all standard procedures in the account opening process
- Training all Customer Service Representatives resulting in maximum increased job performance
- Ensured prompt response to service inquiry, and escalated client complaints when necessary for quick resolution thereby reducing service failures by 50%
- Reduced turnaround time for transactions by 40% and ensured quick resolution of customer complaints by introducing an efficient document filing system
- Successfully provided quality and efficient service to customers through daily team management and policy review, ensuring customer interaction with the Bank was exceptional.
- Resolved customer billing errors by researching issues in the system, asking open-ended questions, and determining the root causes of problems.
- Described product and service details to customers to provide information on benefits and advantages.
Customer Service Executive
Zenith Bank Plc - Operations Department
05.2011 - 09.2013
- Account Opening and Other Related Functions
- Receipt and Processing of Confirmations and other related functions
- Relationship Management
- Receipt, Processing, and Release of Cheque book Requests, Processing, and Dispatch of Cheque books Bank-wide
- Processing of Electronic Banking Products and General Enquiries.
- Resolved customer billing errors by researching issues in the system, asking open-ended questions, and determining the root causes of problems.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to the supervisor to avoid lost revenue and canceled policies.
Client sales representative
Capital, Interaf Engineering Company
01.2008 - 08.2009
- Preparing the company profile
- Submission of bids
- Customer service.
- Presented a professional image consistent with the company's brand values.
Education
Master of Science - Cyber Intelligence
University of Dallas
Irving, TX11.2025
MBA - Human Resources Management
Nile University of Nigeria
Abuja09.2022
Bachelor of Arts - Philosophy
Ebonyi State University
Abakaliki09.2007
Skills
- Python
- Customer service
- Risk management
- Relationship Management
- Process improvement
- KYC/AML
- Banking software (Ethix, Finnacle) Vault Management System)
- Process and procedure development
- Performance Improvements
- Operations Management
- Adaptability
- Problem-Solving
Accomplishments
- Data Analytics (International Training Institute) - 2021
- Accounting, Finance and Taxation (Fiduciary Consulting) - 2021
- Banknote and Currency Management (WAIFEM) - 2019
- Customer Experience Management Masterclass (Star Sapphire) - 2014
- Essential Selling and Marketing Skills (i-Skill Knowledge Management) - 2012
Affiliations
- Rotary International
- Toastmasters
- ICA Associate Membership
Certification
- Google Cybersecurity - June, 2023
Timeline
Deputy Manager
Central Bank of Nigeria - Currency Operations
05.2018 - 06.2024
Service Manager
Heritage Bank Plc - Operations Department
02.2017 - 04.2018
Customer Service Executive
Heritage Bank Plc - Operations Department
10.2013 - 04.2018
Customer Service Executive
Zenith Bank Plc - Operations Department
05.2011 - 09.2013
Client sales representative
Capital, Interaf Engineering Company
01.2008 - 08.2009
Master of Science - Cyber Intelligence
University of Dallas
MBA - Human Resources Management
Nile University of Nigeria
Bachelor of Arts - Philosophy
Ebonyi State University
- Google Cybersecurity - June, 2023
Traveling
Traveling opens my mind to the possibility of more.
Traveling
Traveling opens my mind to the possibility of more.
Similar Profiles
Azuka Margaret IfebunanduAzuka Margaret Ifebunandu
Assistant Manager at Central Bank of NigeriaAssistant Manager at Central Bank of Nigeria
Ijeoma NwabuezeIjeoma Nwabueze
Head Currency Management at Central Bank of NigeriaHead Currency Management at Central Bank of Nigeria
Mohammed MohammedMohammed Mohammed
Data Analyst at Central Bank Of NigeriaData Analyst at Central Bank Of Nigeria