OZI C 561.573.0576 33600 NORTH 27TH DRIVE, PHOENIX, AZ 85085 EXCLUSIVELADY@ROCKETMAIL.

COM PROFILE SUMMARY Accomplished Management Professional with a recent MBA and Graduate Human Resour ces Management. Extensive experience in developing and implementing strategies and initiatives that align with organizational objectives while also maximizing employee performance. Skilled in directing operation and relationship managemen t in financial and banking environments. Collaborates with C-level executives o n the assessment of organizational structure, development of efficient processes , and implementation cost-saving measures and enhancements through the use of pr oven conceptual and problem-solving abilities. Computer skills: Windows 98/2000/ME/XP/2003/Vista/Windows 7; MS Office Suite, O utlook EDUCATION Graduate Certificate, Human Resource Management, University of Phoenix, Phoenix, AZ, 2010 MBA, University of Phoenix, Phoenix, AZ, 2007 BA, History and Art, University of Uyo, Nigeria, 1994 PROFESSIONAL EXPERIENCE BANK OF AMERICA, Phoenix, AZ 2008 - Present Lead Operations Representative, Tax Compliance Processing and Monitoring, 2010 Present Oversee banking center associates in the research and fulfillment of customer ta x statement requests. *Develop rapport, foster long-term relationships, and create trust with high-pro file clients. *Coach staff on the effective evaluation of client needs based on the review and analysis of personal and business financial data gathered. *Ensure proper certification of non-resident aliens and citizen accounts by revi ewing and processing forms/reports according to IRS & USA Patriot Act Regulation s & guidelines. *Implement and execute quality control measures in the tax data input process, p roviding staff training and oversight. Lead Operations Representative, Sales & Fulfillment, 2008 - 2010 Monitored and addressed a high-volume of inbound and outbound sales and customer service calls regarding the processing of transactions. *Interfaced with cross-functional team leaders and internal and external clients to handle customer service issues quickly and efficiently. *Supported and communicated business goals, quality standards, processes and pro cedures and policies. *Provided coaching and support to colleagues, ensuring consistency of service an d improving the overall custoemr experience. FIDELITY FEDERAL BANK AND TRUST, Delray Beach, FL 2002 - 2007 Customer Service Supervisor, 2003 - 2007 Supervised daily activities of a team of eight agents in the servicing of custom ers for new accounts, loans, and other bank services. Coached, developed and su pported agents to ensure quality customer service and maximum productivity. Imp lemented measures to drive productivity, improve customer service, and build cus tomer loyalty. *Recruited, trained and motivated agents to achieve goals and meet both bank and regulatory procedures. *Provided and documented performance feedback through side-by-side coaching, per

formance reviews, goal setting; rewarded high performers, and took corrective me asures when necessary. *Provided 'on-deck' presence to monitor performance, provide assistance, and ens ure adequate client coverage. *Collaborated with cross-functional teams to assist in evaluating processes and developing improved corporate methods, standards, and workflows. *Balanced branch cash to zero at the end of each work day. *Ensured ATM functionality and cash availability. Financial Services Representative, 2002 - 2003 PROFESSIONAL ASSOCIATIONS Representative, Diversity and Inclusion Council (DPO&M), Bank of America Spiriteer Ambassador, Bank of America Member, Arizona Lead for Women Member, National Black MBA Association, Inc., Phoenix Chapter