THELMA OHA
Luton,Bedfordshire
Summary
Combining my clinical expertise in care assistance and my dynamic leadership in banking processing, I am poised to excel in a multifaceted role, driving excellence in customer-centric services and operational efficiency across diverse industries. Adaptability, strong analytical abilities, and a collaborative approach define my commitment to achieving outstanding outcomes for both patients and the organisation.
Overview
8
8
years of professional experience
22
22
years of post-secondary education
1
1
Certification
Work history
Care Office Assistant
Joelma Limited
Luton, Bedfordshire
03.2021 - Current
- Outline
- Facilitating the smooth operation of healthcare services according to the various needs of over 50 patients and supporting staff in delivering quality care. Responsible for overseeing all administrative operations for the carers.
- Handling phone calls, emails, and in-person inquiries from patients, carers and other healthcare professionals. Providing timely and accurate information or directing them to the appropriate resources.
- Creating weekly, monthly reports and presentations, enabling improved operational analysis and enhancing patience experience within the healthcare facility.
- Managing multiple tasks efficiently, particularly during busy periods, and prioritizing urgent matters.
- Addressing and resolving administrative issues or challenges that may arise in the healthcare office.
- Ensuring adherence to healthcare regulations, patient privacy laws (such as GDPR, Information Governance) and the facility's policies and procedures.
Head of Processing
United Bank of Africa Plc
Eke-Ahiara Mbaise, Imo, Nigeria
08.2019 - 02.2021
- Outline
- Promoted to a senior leadership position responsible for overseeing and managing the processing operations within the bank. I possessed a deep understanding of banking operations, and the ability to drive process optimization and excellence within the bank.
- Ensured compliance with regulatory requirements, risk management guidelines on cash transactions and internal policies to minimize operational risk and maintain a secure processing environment.
- Prompted and implemented efficient and effective fast processing procedures and workflows to optimize operational efficiency reducing errors and crowding in the bank.
- Prepared and present regular reports to senior management, providing insights into processing performance, key issues, and improvement initiatives.
- Handled processing-related crises and emergencies like cash shortage in the branch or staff calling sick, implementing appropriate contingency plans and ensuring business continuity.
Customer Service Officer
United Bank of Africa Plc
Owerri, Imo, Nigeria
11.2018 - 08.2019
- Outline
- maintained positive relationships with customers. knowledgeable about the bank's products and services, possessed excellent communication skills, and exhibited a strong customer-centric approach in all interactions
- Educated customers on how to use self-service banking applications thereby promoted the use of digital banking channels.
- Worked with customers to resolve complaints, ensuring customer satisfaction and retention.
- Managed to resolved over 50 fraud issues that includes fraudulent debits from customer's account and challenges in mobile banking.
- Assisted customers with account-related issues, such as account openings, account closures, card issuance, balance inquiries, and updating account information.
- Protected and maintained accurate records of customer interactions and transactions at the end of each business day.
Graduate Trainee- Teller
United Bank for Africa Plc
Owerri, Imo, Nigeria
01.2017 - 11.2018
- Outline
- learned and performed various tasks related to banking operations, with a focus on cash handling and customer service.
- Learned the proper procedures for handling cash transactions, including receiving deposits, disbursing cash withdrawals, and other various types of banking transactions such as check deposits, account transfers and verify customer identity to avoid fraud
- Worked closely with other tellers and banking staff to ensure a cohesive and efficient banking operation.
- Balance cash drawers and vault at the beginning and at the close of business to ensure accurate accounting of transactions.
- Identified cross-selling opportunities and referred customers to other banking departments or specialized services, such as loans or investments.
Assistant Project Supervisor
Enugu State Housing Development Corporation
Enugu, Enugu, Nigeria
05.2015 - 12.2016
- Outline
- supported the departmental engineer and construction team to efficiently contribute to successful completion of quality housing development.
- Assisted in the coordination of construction activities on the housing site, ensured that work is progressed according to schedule and specifications.
- Collaborated with the Construction Supervisor to monitor the quality of workmanship and materials used in housing construction to ensure compliance with standards and regulations.
- Ensured that construction activities complied with environmental regulations, sustainable building practices and ensured that construction workers adhered to safety guidelines and regulations.
- Conducting regular site inspections to monitor construction progress, safety, and adherence to project plans.
Education
Master of Science - Environmental Management
University of Hertfordshire
Hatfield 01.2021 - 04.2022
National Youth Service Corps (NYSC)
Enugu, Nigeria 11.2014 - 12.2016
Bachelor of Science - Environmental Technology
Federal University of Technology, Owerri
Owerri, Nigeria 09.2008 - 10.2014
GCSEs - Sciences
Federal Government Girls’ College
Akwa Ibom, Nigeria 08.2001 - 07.2008
St Joseph’s Nursery and Primary School
Abia, Nigeria 09.1995 - 07.2001
Skills
- Managerial skills
- Technical skills- Fraud detention skills, use of FinCore
- Microsoft Office proficiency -Excel, Microsoft word, power point
- Organizational skills
- Ability to work as a team
- strong customer- centric approach
- Excellent communication skills
- Attention to details
- problem solving skills
- Motivational Leadership style
- Administrative skills
- Proficient in specific software like FinCore, CRM tools and core banking systems
- Report writing skills
- Results-orientated
- Strong interpersonal skills
- confidentiality understanding
Languages
English
Fluent
Accomplishments
- Reduced adverse incident reporting by 70% within 3months
- Created a medication chart for elderly residents to prompt them to take their daily doses reducing errors by 65%.
- Contributed to high customer retention rates by over 75% through efficient and accurate processing, leading to a loyal customer base.
Certification
- CPR/ First aid trained
References
References available on request
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Care Office Assistant
Joelma Limited
03.2021 - Current
Master of Science - Environmental Management
University of Hertfordshire
01.2021 - 04.2022
Head of Processing
United Bank of Africa Plc
08.2019 - 02.2021
Customer Service Officer
United Bank of Africa Plc
11.2018 - 08.2019
Graduate Trainee- Teller
United Bank for Africa Plc
01.2017 - 11.2018
Assistant Project Supervisor
Enugu State Housing Development Corporation
05.2015 - 12.2016
National Youth Service Corps (NYSC)
11.2014 - 12.2016
Bachelor of Science - Environmental Technology
Federal University of Technology, Owerri
09.2008 - 10.2014
GCSEs - Sciences
Federal Government Girls’ College
08.2001 - 07.2008
St Joseph’s Nursery and Primary School
09.1995 - 07.2001
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