Summary
Overview
Work History
Education
Skills
Timeline
Generic

Uzo Agu

Quincy,MA

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.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

20
20
years of professional experience

Work History

Assistant Manager

Barkan Management
04.2023 - Current
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Properly participate in the integration of all project components. Work to help create an environment where synergies are identified and utilized to maximize efficiency management as they relate not only to the staff, but the management company and outside vendors supplying staff to the building.
  • In conjunction with the GM & Facility Manager, investigate, implement and monitor all life safety and security programs to insure a safe environment for all residents, staff & guests.
  • Coordinate move-in/out procedures, maintain records, and manage expenses.
  • Provide immediate response to resident concerns, troubleshoot challenges effectively, and handle incoming/outgoing communication professionally.
  • Maintain and update critical databases for trustees, owners, residents, parking, and vendors, ensuring seamless operational efficiency.
  • Manage BuildingLink, KeyLink, and preventive maintenance programs, as well as troubleshoot IT issues and collaborate with vendors for resolutions.
  • Coordinate and schedule in-unit and common area work orders, including contractor management, invoicing, and elevator/parking scheduling.
  • Handle inventory and procurement of supplies for the onsite team.
  • Attend monthly board meetings, annual meetings, and management meetings.
  • Works with the GM to take necessary precautions to protect the Condominium and Management Company from possible liability. Confirm outside contractors are properly insured for liability and workers compensation in amounts required. Maintain current files with all required insurance certificates

Assistant Program Director

Casa Esperanza
02.2020 - 04.2023
  • Plans and manages the program to provide effective care, counseling, and support.
  • Assures that all activities are conducted with appropriate precautions taken for the safety of the participants.
  • Implements the Casa Esperanza policy on Zero Tolerance to Sexual Abuse;
  • Implements emergency routines and procedures as necessary;
  • Orders food, clothing and hygiene supplies, using central purchasing and inventory system;
  • Develops and implements organizational procedures to ensure a daily routine in the program including staff/home schedules, logs, and other organizational tools.
  • Conducts daily walk-throughs of residential environment.
  • Coordinates with the care team the implementation of case management activities, records documentation.
  • Provides feedback to staff on their implementation of Casa Esperanza policies and procedures and maintenance of professional standards through regular written and informal consultation.
  • Documents incidents in Significant Incident Reports and Internal reports.
  • Reviews documentation and administrative forms for accuracy and effectiveness, including shift logs, daily case entry logs, significant incident and internal incident reports.
  • Monitors staff compliance with required training and completes annual performance evaluations.
  • Coordinates intakes and discharges in the residential home, in coordination with the Lead case Manager;
  • Leads residential staff meetings and oversees client community meetings.
  • Other duties as assigned.
  • Implements all safety and security requirements for the house including fire drills, evacuation procedures, alarm and camera monitoring.
  • Reports all safety and security concerns to appropriate authorities and staff.
  • Responsible for crisis intervention, counseling, and groups as needed
  • Coordinates all scheduled client activities and refers clients to appropriate staff for support.


Resident Care Coordinator

Primetime Home Health Services Inc
04.2018 - 02.2020


  • Under the direction of the Assigned Enrollee, develop a LTSS Care Plan for Assigned Enrollees that agree to participate in the LTSS CP program.
  • Ensure that the Enrollee receives necessary assistance and accommodations to prepare for, fully participate in, and to the extent preferred, direct the care planning process and that the Enrollee receives assistance in understanding LTSS terms and LTSS concepts.
  • Collaborate with LTSS RN, under LTSS Clinical Care Manager supervision, to develop a person-centered care plan that encompasses numerous items such as MassHealth State Plan LTSS service(s) or program(s) recommended by the ACO, MCO, or DMH and desired by the Enrollee, other recommended LTSS desired by the Enrollee.
  • Connect Enrollee to social services and community resources, identify and recommend alternative solutions as needed.
  • Coordinate and collaborate with other case management entities and community resources.
  • Participate in case conferences with the PCP, Nurse Care Managers, and representatives from other disciplines to identify the optimal plan of care for plan's members.
  • Complete telephone calls to engaged Enrollees, annual onsite reassessments, and transition planning and transition coordination within the expected LTSS CP timeframes.
  • Provide health and wellness coaching; work with Engaged Enrollee to develop health and wellness goals.

Recorvery Specialist

Primetime Home Health Services Inc
09.2017 - 04.2018
  • Maintained client confidentiality and adhered to HIPAA guidelines.
  • Improved client satisfaction through timely communication and resolution of account discrepancies.
  • Supported clients with compassionate, empathetic face-to-face counseling.
  • Negotiated payment arrangements with customers, resulting in increased revenue and reduced delinquencies.
  • Implements all safety and security requirements for the house including fire drills, evacuation procedures, alarm and camera monitoring.
  • Reports all safety and security concerns to appropriate authorities and staff.
  • Responsible for crisis intervention, counseling, and groups as needed
  • Coordinates all scheduled client activities and refers clients to appropriate staff for support.
  • Monitors the front door and answers the front desk phone
  • Ensures that all windows and doors are secure, alarms are set.
  • Ensures that all items that are potentially dangerous are secured in a locked location, i.e. knives,curling irons, irons, razors, etc.
  • Monitors all use of client medications including over-the-counter medications
  • Makes client medications available at prescribed intervals.
  • Observes and records that all medication has been taken in the medication log
  • Secures all client personal property in the designated secure location and completes property log
  • Conducts walkthroughs every two hours and complete H.M. checklist and logs as required Ensure all clients, visitors and staff sign in and out

Financial Advisor

Diamond Bank Plc
04.2010 - 01.2017
  • Provide strategic advice across a variety of financial products and services (debt management, cash management, insurance coverage, investments)
  • Assess client’s overall financial picture, understand their needs and develop a solid financial plan
  • Guide clients towards a profitable and secure financial decision
  • Cultivate client base and build win-win relationships
  • Network, generate leads and grab opportunities to sell mutual funds, stocks, bonds etc to meet sales quotas
  • Keep abreast of new industry’s trends and research market to back up financial consulting
  • Oversee the course of the financial plan and update it, if necessary, to ensure profits
  • Comply with all industry rules and regulations
  • Liaise with providers, solicitors, valuers and other professionals
  • Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
  • Established new client relationships by conducting thorough needs assessments during initial consultations.

Customer Relationship Officer

Diamond Bank Plc
08.2005 - 01.2010
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
  • Reduced call center wait times by efficiently managing incoming requests and delegating tasks effectively.
  • Improved customer satisfaction by addressing and resolving their concerns in a timely manner.Department Management:
  • Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office
  • Ensure departments meet or exceed sales and profit targets
  • Maintain high standards of sanitation and safety, ensuring compliance with all regulations
  • Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department
  • People Development and Diversity:
  • Direct, oversee, and evaluate the training completion of all Customer Service department team members
  • Monitor and evaluate associate performance and ensure associates have development plans to support professional growth
  • Foster a culture of diversity and inclusion within the team
  • Engage and retain associates by fostering a positive work environment
  • Labor Relations:
  • Manage labor relations to ensure compliance with company policies and labor laws
  • Address and resolve employee issues and grievances in a timely and effective manner
  • Customer Service Excellence:
  • Cultivate a culture of excellence in customer service, providing best-in-class service
  • Ensure customers experience a well-stocked store with the freshest product offerings
  • Support team members in their training to consistently deliver exceptional customer service
  • Operational Efficiency:
  • Monitor and analyze key performance metrics related to customer service and sales


Education

Master of Science - Project Management

Northeastern University
Boston, MA
06-2021

Bachelor of Science - Project Management

Federal University of Technology
Owerri
09-2000

Skills

  • Customer service
  • Money handling
  • Team leadership
  • Decision-making
  • Customer relations
  • Problem-solving

Timeline

Assistant Manager

Barkan Management
04.2023 - Current

Assistant Program Director

Casa Esperanza
02.2020 - 04.2023

Resident Care Coordinator

Primetime Home Health Services Inc
04.2018 - 02.2020

Recorvery Specialist

Primetime Home Health Services Inc
09.2017 - 04.2018

Financial Advisor

Diamond Bank Plc
04.2010 - 01.2017

Customer Relationship Officer

Diamond Bank Plc
08.2005 - 01.2010

Master of Science - Project Management

Northeastern University

Bachelor of Science - Project Management

Federal University of Technology

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Uzo Agu