Ufy Sada
Columbus,US
Summary
Accomplished leader with a proven track record at Morgan Stanley, enhancing team collaboration and boosting retention by fostering a positive work environment. Expert in strategic planning and team management, I excel in staff development and operations management, significantly improving project outcomes and employee engagement.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director/Section Manager
Morgan Stanley
04.2022 - Current
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Digital Floor Lead
Morgan Stanley
02.2018 - 04.2022
- Provide comprehensive support for the Digital department
- Ad-hoc research as requested by management
- Escalations - Calls and Reviews
- Case Management and Resolution
- Quality and Metrics Improvement with floor agents.
Digital Specialist
Morgan Stanley
07.2016 - 02.2018
- Subject Matter Expert and point of contact for clients, branch personnel and CSC agents with regards to MS Online, MS Mobile, and digital line of business
- Provide support for Advanced Morgan Stanley Online/Morgan Stanley Mobile inquiries, OneView, Quicken/Tax Software and all digital escalations from various desks
- Act as an extension of the Client Web Support Team
- Facilitate call back and escalation management for the digital line of business
- Assist the Client Web Support Team with training initiatives and 3DR page development.
Client Service Professional
Morgan Stanley
11.2014 - 07.2016
- Maintained detailed records of client interactions, facilitating seamless communication between team members and clients
- Responded to customer questions via phone, email, and in-person
- Organized training sessions for junior staff members to develop their skills and improve overall team performance
- Built strong relationships with clients, leading to increased trust and long-term partnerships.
Customer Service Representative
Safelite Auto Glass
04.2014 - 10.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
HR Associate
Keystone Bank
08.2007 - 12.2013
- Head, Employee Onboarding - 05/2013 - 12/2013
- Head Talent Resourcing And Manpower Planning - 10/2011 - 05/2013
- HR Business Partner - 02/2010 - 10/2011
- Employee Relations Officer - 08/2007 - 02/2010
Education
MBA Business Administration -
London Southbank University
London, United States06.2002
Bachelor of Science Business Administration -
Delta State University
Delta State, Nigeria08.1999
Skills
- Strategic Planning
- Operations Management
- Staff Development
- Team Management
Certification
- SIE - Securities Industry Essentials
- Series 99 - Operations Professional Exam
Affiliations
- Compass, BENG, Women in Wealth
Timeline
Director/Section Manager
Morgan Stanley
04.2022 - Current
Digital Floor Lead
Morgan Stanley
02.2018 - 04.2022
Digital Specialist
Morgan Stanley
07.2016 - 02.2018
Client Service Professional
Morgan Stanley
11.2014 - 07.2016
Customer Service Representative
Safelite Auto Glass
04.2014 - 10.2014
HR Associate
Keystone Bank
08.2007 - 12.2013
MBA Business Administration -
London Southbank University
Bachelor of Science Business Administration -
Delta State University
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