EZINNE OGBONNAYA
Leighton Buzzard
Summary
Tenacious, motivated and top performing Business Administration & Relationship Management Professional with over 10+ years of experience offering professional expertise and diverse range of skills within Banking Industry as a Relationship Manager. Detail-oriented, analytical and methodical with insightful creative thinking to assess and resolve issues with practical solutions within legal bounds and assigned resources. Highly organized and a resourceful self-starter with multitasking and prioritization skills that can harness limited resources to achieve outstanding results. Strong leadership, people management, and interpersonal communication skills that inspire customer satisfaction and confidence, and boost effective teamwork synergies with colleagues across diverse functional teams and ethnicities in achieving shared commitments.
Empathetic Care Worker with sensitive and compassionate approach to cultivating trusting, stimulating and varied lifestyle for residents. Offers enhanced care with flexible learning approach for patients. Experience in hospital and in-home settings providing guidance and encouragement to patients through physical and emotional support.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
VOLUNTEER CAREGIVER
Madonna Catholic Hosiptal
Umuahia, Abia State Nigeria
01.2021 - Current
- Participated in ongoing training to enhance care delivery.
- Offered flexible schedule to meet organizational and client needs.
- Maintained client dignity and respect throughout personal care support, including dressing, showering and toileting.
- Maintained excellent physical fitness levels to safely, securely lift and manoeuvre patients.
- Assisted clients with daily household cleaning, laundry and food preparation.
- Maintained client dignity and respect throughout dressing, showering.
- Maintained hygienic living environments through regular cleaning.
- Supported residents with dementia by assisting with dressing and meal preparation.
- Aided clients with bedtime routines, washing and dressing.
- Ensured clients were correctly taking prescribed medications, maintaining optimal health.
RELATIONSHIP MANAGER
Guaranty Trust Bank
Umuahia, Abia State Nigeria
10.2012 - 08.2023
- Managed long-term customer relationships to increase revenue.
- Negotiated mutually beneficial contracts and agreements.
- Addressed enquiries and resolved complaints and issues.
- Performed regular SLA reviews with customers, making required revisions.
- Scrutinized clients' business records, finding opportunities to improve performance.
- Conducted in-depth client visits and periodic business reviews.
- Designed email campaigns to boost sales and conversion rates.
- Identified and developed new business opportunities, expanding existing client bases.
- Served as primary point of contact for portfolio of various clients.
- Identified at-risk clients, taking necessary action to maximize retention.
- Successfully launching new relationship for the bank and maintaining existing ones. Coordinated with teams and assisted clients in providing optimal financial advice on various banking products.
- Effectively creating quality risk asset, writing and presentation of customer credit request
- Preparing and presentation of mid-month, monthly and quarterly reports and yearly budgets.
- Generate reports for bank’s objective review and recommendation
- Serve as contact and liaison for business relationship with existing customers and prospects
- Participate in account management and other customer services.
CUSTOMER SERVICE/CALL CENTRE
Divine Enterprises Service
Umuahia, Abia State Nigeria
10.2011 - 10.2012
- Adhered strictly to policies and procedures for continued company compliance.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Offered prompt solutions to maintain customer satisfaction.
- Offered detailed advice on product and service benefits.
- Communicated with suppliers regarding customer orders to verify availability and timeline of delivery.
- Transferred customer calls to respective department or personnel to address specific issues.
- Kept abreast with latest product developments to inform customers.
- Tracked orders and processed refunds for new and existing customers.
- Registered and updated accurate customer information on database.
TEACHING
National Youth Service Corp
Tafa, Niger State Nigeria
10.2010 - 10.2011
- Assisted with development of individual education and behaviour plans.
- Communicated positively and professionally with all staff and pupils, upholding school values.
- Promoted and followed school guidelines to support students in managing own feelings and behaviours.
- Developed constructive relationships with children and interacted according to individual needs.
- Assisted with planning and delivery of engaging learning opportunities and exceptional care to promote child development.
- Maintained strict compliance with school policies and legislation to ensure student and staff safety and wellbeing.
- Introduced/Harnessed Road Safety Club to the students
AD HOC STAFF
Independent National Electoral Commission
Suleja, Niger State Nigeria
11.2010 - 03.2011
- Received postal ballot papers and processed quickly and accurately for reliable counts.
- Encouraged organised queueing during peak polling station hours for good order and efficiency.
- Prepared polling stations with booths, voting slips and stationery ahead of voting opening.
- Checked electoral registers for accurate, current information to meet statutory guidelines.
- Supported recounts, working quickly and precisely to achieve accurate, dependable results.
- Provided unbiased support to voters for impartial, compliant election observation.
- Kept voter information stored safely and securely for full privacy and confidentiality compliance.
- Met polling station deadlines through efficient, focused vote closing and counting processes.
- Handled and processed votes with due care and attention for accurate, compliant counts.
CARE AND SUPPORT WORKER
Madonna Catholic Hospital
Umuahia, Abia State Nigeria
09.2009 - 09.2010
- Monitored physical and emotional wellbeing of individuals, reporting changes to care managers.
- Actively contributed to personalised support planning, presenting new opportunities to achieve maximum choice and control in service users' lives.
- Met needs of clients with learning difficulties and handled challenging behaviours.
- Collaborated with clients to clean house and prepare meals with person-centred care approach.
- Assisted in all aspects of personal care while encouraging independence and activity appropriate to individual ability.
- Assisted in all aspects of personal hygiene, prioritising patient dignity, privacy and independence.
- Empowered individuals to pursue hobbies and leisure activities such as shopping and creative activities.
- Offered clinical support from wound care to medication administration.
- Monitored patient symptoms and progress to boost health outcomes.
- Worked in close partnership with families, friends and carers to improve care plan effectiveness.
- Guided and advised families to deal with challenging situations.
- Maintained high levels of patient morale, providing guidance and encouragement through physical and emotional support.
- Engaged in outreach visits to interact with vulnerable families and provide compassion and respect.
- Prepared tasty and healthy meals to meet dietary requirements.
Education
Master of Science - Financial Technology
University of Salford
Salford 09.2023 -
Master of Business Administration - Business Administration
ESUT Business School
Enugu Nigeria 09.2019 - 09.2021
Bachelor of Science - Banking & Finance
Abia State University, Uturu
Nigeria 09.2005 - 09.2009
Skills
- Business development
- Investment planning
- Customer service
- Student records management
- Interpersonal skills
- Account management
- Data protection
- Relationship management
- Contract negotiation
- Business development and planning
Hobbies:
Meeting positive minded individuals
Travelling
Shopping
TRAININGS
Credit & Risk Management Analysis (KRC Ltd) - 2021
Marketing Skills and Relationship Management (KSBC Consulting) - 2017
Guaranty Trust Bank Credit School (KRC Ltd) - 2016
Customer Service Excellence (Learners and Trainers) - 2013
Guaranty Trust Bank Plc. Entry Level Program (Refreshers Course) - 2012
REFERENCES
AVAILABLE UPON REQUEST…
Timeline
Master of Science - Financial Technology
University of Salford
09.2023 -
VOLUNTEER CAREGIVER
Madonna Catholic Hosiptal
01.2021 - Current
Master of Business Administration - Business Administration
ESUT Business School
09.2019 - 09.2021
RELATIONSHIP MANAGER
Guaranty Trust Bank
10.2012 - 08.2023
CUSTOMER SERVICE/CALL CENTRE
Divine Enterprises Service
10.2011 - 10.2012
AD HOC STAFF
Independent National Electoral Commission
11.2010 - 03.2011
TEACHING
National Youth Service Corp
10.2010 - 10.2011
CARE AND SUPPORT WORKER
Madonna Catholic Hospital
09.2009 - 09.2010
Bachelor of Science - Banking & Finance
Abia State University, Uturu
09.2005 - 09.2009
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