Summary
Overview
Work history
Education
Skills
Affiliations
Certification
Timeline
Generic

HANNAH EKPO

Boston,Lincolnshire

Summary

Accomplished professional with extensive expertise in crisis management, operational strategy, and process improvement. Demonstrates a strong ability to enhance customer satisfaction and retention through effective customer relationship management and service delivery development. Proven track record in compliance management, risk mitigation, and regulatory compliance, ensuring business continuity and adherence to health and safety regulations. Skilled in team supervision, employee training, and conflict resolution, fostering a collaborative work environment. Adept at implementing change initiatives and cost-reduction strategies while maintaining high performance standards through KPI establishment and performance monitoring. Committed to continuous improvement implementation and policy development aligned with ISO standards.

Experienced operations professional with focus on streamlining processes and enhancing productivity. Drives operational excellence by implementing strategic initiatives and fostering team collaboration. Delivers measurable improvements through adept problem-solving and resource management.

Driven leader focused on operational excellence and continuous improvement. Adept in strategic planning and team development, leveraging communication and problem-solving skills to drive success. Capable of transforming operational processes to maximise efficiency and boost organisational growth.

Organised and dependable Banking operational personnel with 18 years of experience. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.

Overview

19
19
years of professional experience
12
12
years of post-secondary education
1
1
Certification

Work history

Head of operations

Zenith Bank PLC
UYO/AKWA IBOM, NIGERIA
08.2024 - 04.2025
  • Achieved team collaboration with regular staff meetings and feedback loops.
  • Devised contingency plans, preparing for potential crises or disruptions.
  • Directed daily operations, ensuring smooth business continuity.
  • Developed supplier partnerships for improved supply chain management.
  • Fostered a positive work environment with open communication channels.
  • Streamlined internal processes by implementing new operational strategies.
  • Conducted employee training programmes to enhance skill sets.
  • Led diverse teams, promoting a cooperative work environment.
  • Negotiated contracts with vendors, securing optimal pricing and terms.
  • Coordinated cross-departmental initiatives to achieve overall business objectives.
  • Introduced cost-saving measures to reduce overheads.
  • Prioritised customer satisfaction through the delivery of high-quality services.
  • Ensured effective capture and application of feedback data to drive process improvement.
  • Oversaw integration of new banking solutions to achieve .
  • Maintained smooth-running business operations by delegating priorities to staff abilities.
  • Monitored health and safety measures for guaranteed compliance.
  • Translated senior management directives into actionable front-line policies and implemented changes with staff.
  • Led and managed administrative staff to maintain smooth daily operations.
  • Handled negotiations with outside vendors and service agencies to meet group needs.
  • Oversaw facility maintenance and allocated needed resources to meet standards.
  • Coordinated hiring, recruitment and training strategies to build successful administrative team.

Funds transfer officer/Admin Officer

Zenith Bank Plc
Uyo/Akwa ibom, Nigeria
07.2011 - 07.2024
  • Adopted best practices in funds management, driving organisational excellence.
  • Mitigated risk by closely monitoring suspicious activities.
  • Managed confidential information securely, safeguarding customer interests.
  • Coordinated with internal teams for seamless fund transfers.
  • Resolved complex transaction issues, enhancing client trust and retention rates.
  • Collaborated with cross-functional teams for process improvement initiatives.
  • Facilitated customer requests to enhance satisfaction levels.
  • Managed daily reconciliation tasks, ensuring financial integrity.
  • Improved processing time by implementing new funds transfer procedures.
  • Ensured accuracy with diligent review of all transactions.
  • Maintained high security standards to prevent fraudulent activities.
  • Assisted in the training of new staff members for higher performance levels.
  • Implemented updated regulations, leading to improved compliance rate.
  • Performed bank transfer and disbursement requests within agreed deadlines to meet agency needs.
  • Chased unidentified bank statement entries to provide rapid resolution.
  • Maintained comprehensive knowledge of regulatory and legal issues to comply with financial industry guidelines.
  • Communicated regularly with clients to discuss progress toward financial goals.
  • Built and carefully managed loyal, profitable client bases.

Cash teller/ Customer service

Zenith Bank Plc
Apapa/Lagos, Nigeria
12.2007 - 06.2011
  • Performed routine audits to maintain compliance with banking regulations.
  • Verified and balanced receipts for improved accountability.
  • Ensured security measures were adhered to during large financial exchanges.
  • Conducted regular inventory checks to reduce risk of cash shortages or surpluses.
  • Enhanced customer service by resolving account discrepancies in a timely manner.
  • Maintained high standards of accuracy whilst performing cash handling duties.
  • Collaborated effectively with team members for improved service delivery.
  • Worked in a fast-paced environment to meet tight deadlines and targets.
  • Improved office efficiency with meticulous record keeping of all monetary exchanges.
  • Received cheques and cash deposits, ensuring accounts were updated accordingly.
  • Assisted customers at the counter for smooth operation within the banking hall.
  • Processed customer payments, ensuring prompt and efficient service.
  • Handled confidential client information, respecting their privacy rights at all times.
  • Managed daily cash transactions for accurate end of day reports.
  • Utilised advanced mathematical skills for precise money counting and balancing tasks.
  • Provided excellent customer service to build strong relationships with clients.
  • Offered detailed information about bank products, enhancing brand knowledge amongst customers.
  • Identified fraudulent activities through diligent scrutiny of financial transactions.
  • Operated computer programmes proficiently to process transactions swiftly.
  • Processed cash deposits and withdrawals for customers.
  • Completed currency exchanges following current, accurate rates.
  • Assisted customers with questions about products, services and terms.
  • Balanced daily cash deposits and vault inventory with accuracy.
  • Directed customers to necessary personnel for specific questions or advanced service requests.
  • Helped customers complete credit card and general bill payments in-person or via online banking system.
  • Issued certified cheques to serve customer needs.
  • Followed up with customers to build long-lasting relationships and boost business opportunities.
  • Inspected cheques and money orders to identify fraud markers.
  • Solved customer issues and disputes using accurate banking information and policies, maintaining loyalty and satisfaction.
  • Organised transfers to move money between customer accounts, between customers, and between businesses.
  • Educated customers about remote banking tools to improve customer service and reduce burden on in-person team.
  • Took care to verify transactions and maintain security protocols, protecting institution from avoidable losses.

Teacher/PHE

NYSC/Danturai Day Secondary school
Gusau/Zamfara, Nigeria
09.2006 - 08.2007
  • Boosted students' reading comprehension with creative teaching strategies.
  • Coordinated activities, broadened the pupils' cultural exposure and understanding.
  • Adjusted teaching methods according to individual student's needs, ensured inclusive learning environment.
  • Created lesson plans and scheduled each day to promote maximum student engagement.
  • Promoted physical, mental and social development by implementing classroom games and outdoor recreational activities.
  • Encouraged students to persevere with challenging tasks.
  • Assigned homework assignments and special projects for students to demonstrate knowledge of subject material.
  • Assessed student progress, provided constructive feedback for improvement.
  • Developed engaging lesson plans by applying knowledge of educational theories and methods.

Education

Master of Business Administration - Business Administration

Nexford University
Washington, D.C., United States
09.2023 - 03.2025

Bachelor of Science - Human Anatomy

University of Calabar
Calabar/Nigeria
09.2001 - 04.2006

West African Examination Council - science

King's High School
Lagos/Nigeria
09.1993 - 06.1999

Skills

  • Crisis management
  • Operational strategy
  • Process improvement
  • Employee training
  • Customer satisfaction
  • Team collaboration
  • Compliance management
  • Risk mitigation
  • Performance monitoring
  • Conflict resolution
  • Team supervision
  • Communication skills
  • KPI establishment
  • Conflict management
  • Regulatory compliance
  • Customer relationship management
  • Change implementation
  • Business continuity planning implementation
  • Cost-reduction strategies
  • Service improvements strategy
  • Policy development and implementation
  • Service delivery development
  • Team structuring
  • Knowledge of ISO standards
  • Performance reporting
  • Excel formulas
  • Customer retention strategies
  • Crisis handling
  • Health and Safety regulations
  • Process mapping
  • Continuous Improvement implementation

Affiliations

  • - Reading: Passionate about reading books and articles on cybersecurity, leadership, and operational strategy to stay informed on emerging trends and industry best practices.
  • -Traveling: Keen traveller with a deep appreciation for cultural diversity and adaptability—skills that enhance my ability to navigate dynamic work environments and collaborate with cross-functional teams.
  • - Problem-Solving Games: Enjoy engaging in logic-based games such as chess and Sudoku, which help sharpen analytical thinking, decision-making under pressure, and strategic planning.

Certification

Corporate Sustainability Badge earn at Nexford University- https://badgr.com/public/assertions/4n2t0xYJR7qrvj45WLOhLQ?identity__email=ekora.obeten%40gmail.com.


Intro to Intrapreneurship and Innovation- https://badgr.com/public/assertions/MXQSb9xUSROExT8WP1xf6w?identity__email=ekora.obeten%40gmail.com.


Financial Decision Making- https://badgr.com/public/assertions/SbwfQVbpTmu0EGsl0W7jFQ?identity__email=ekora.obeten%40gmail.com


Accounting and Financial Reporting- https://badgr.com/public/assertions/D-JVvtjWTz-zCLsHU8wslA?identity__email=ekora.obeten%40gmail.com


Technology Operations Management- https://badgr.com/public/assertions/SBmILkVPTs-uyfiH2JLg2g?identity__email=ekora.obeten%40gmail.com.


Global Business- https://badgr.com/public/assertions/e5-zwYBcQraJ9SbNi9jFIg?identity__email=ekora.obeten%40gmail.com



Timeline

Head of operations

Zenith Bank PLC
08.2024 - 04.2025

Master of Business Administration - Business Administration

Nexford University
09.2023 - 03.2025

Funds transfer officer/Admin Officer

Zenith Bank Plc
07.2011 - 07.2024

Cash teller/ Customer service

Zenith Bank Plc
12.2007 - 06.2011

Teacher/PHE

NYSC/Danturai Day Secondary school
09.2006 - 08.2007

Bachelor of Science - Human Anatomy

University of Calabar
09.2001 - 04.2006

West African Examination Council - science

King's High School
09.1993 - 06.1999

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HANNAH EKPO