Summary
Overview
Work History
Education
Skills
Timeline
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Eyasu Endale Wayou

Eyasu Endale Wayou

Hawassa

Summary

Accomplished Branch Manager with a proven track record at CBE&Awash International Bank SC, enhancing customer satisfaction and exceeding sales targets through effective branch operations management and strategic planning. Skilled in financial analysis and fostering strong team dynamics, demonstrated a 20% increase in annual sales. Expert in relationship building and operational reporting, committed to driving revenue growth and operational excellence. Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and program management skills. Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

6
6
years of professional experience

Work History

Branch Manager

CBE&Awash International Bank SC
Hawassa
09.2019 - Current
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
  • Assessed employee performance and developed improvement plans.
  • Engaged employees in business processes with positive motivational techniques.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
  • Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
  • Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
  • Complied with regulatory guidelines and requirements.
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Consulted customers to boost product sales and services.
  • Examined customer loan applications for loan approvals and denials.
  • Resolved various issues impacting sales management and business operations.
  • Boosted sales and customer loyalty through incentive programs.
  • Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
  • Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
  • Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within the local community.
  • Completed filings and upheld strict compliance with regulatory agencies and supervisors.
  • Utilized data-driven insights to make informed decisions regarding staffing levels during peak seasons thereby maintaining smooth functioning of branch operations.
  • Submitted loan applications to underwriter for verification and recommendation.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
  • Compiled database of loan applicants' credit histories, financial statements and other financial information.
  • Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
  • Generated financial and operational reports to assist management with business strategy.
  • Implemented service improvements to enhance sales cycle.
  • Championed process improvement initiatives that resulted in increased efficiency, improved service quality, or cost savings for the organization as a whole.
  • Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
  • Launched new training program to boost employee skills and staff retention rate.
  • Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
  • Forecasted trends and recommended improvements based on financial risk analyses.
  • Complied with established internal controls and policies.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Analyzed business processes to identify cost savings and operational efficiencies.
  • Developed strategic plans for day-to-day financial operations.
  • Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
  • Established internal audit procedures to validate and improve accuracy of financial reporting.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
  • Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
  • Evaluated and negotiated contracts to procure favorable financial terms.
  • Improved overall financial reporting by streamlining control processes and reporting structures.
  • Established and checked coding procedures, monitored reports and updated internal files.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.
  • Utilized financial software to prepare consolidated financial statements.
  • Created financial dashboards to provide insights into key performance indicators.
  • Conducted financial due diligence on potential investments and acquisitions.
  • Supported financial director with special projects and additional job duties.
  • Designed and maintained financial models to identify and measure risks.
  • Collaborated with C-level executives and stakeholders to develop long-term financial plans.
  • Created and managed financial models to evaluate corporate investments and acquisitions.

Customer Service Manager

Commercial Bank Of Ethiopia
Bule Hora
08.2018 - 09.2019
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Researched and corrected customer concerns to promote company loyalty.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Kept accurate records to document customer service actions and discussions.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
  • Created and reviewed invoices to confirm accuracy.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
  • Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
  • Developed and offered unique discount options to drive interest in new product lines.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
  • Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
  • Negotiated contracts with outside carriers to minimize costs to company and customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Developed detailed plans based on broad guidance and direction.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Launched quality assurance practices for each phase of development
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Education

MBA -

Bule Hora University
Bule Hora

Bachelor of Arts - Economics

Arba -Minch
Arba- Mich,Ethiopia
06.2012

Skills

  • Branch Operations Management
  • Customer Service
  • Customer Relationships
  • Excellent time management skills
  • Excellent work ethic
  • Attention to Detail
  • Coaching and Mentoring
  • Team Supervision
  • Relationship building and management
  • Client Relationship Management
  • Relationship Management
  • Strong team-builder
  • Verbal/written communication
  • Employee Development
  • Staff Management
  • Operations Management
  • Decision-Making
  • Cash Handling
  • Relationship Building
  • Team Player
  • Staff Supervision
  • Training and Development
  • Sales management
  • Staff Development
  • Staff Training
  • Process Improvement
  • Sales professional
  • Staff recruitment
  • Business Development
  • Business development expertise
  • Interviewing and Hiring
  • Account Review
  • Product Training
  • Proficient in MS Office
  • Sales Development
  • Work Prioritization
  • Project Management
  • Goals and performance
  • Sales Planning
  • Sales expertise
  • Conflict Resolution
  • Client acquisition
  • Documentation
  • Friendly
  • Strategic Planning
  • Cash handling expertise
  • Banking
  • Risk Mitigation
  • Approachable
  • Public Speaking
  • Performance Reviews
  • Loan Documentation
  • Financial Services
  • Community Relations
  • Operational Reports
  • Key Performance Indicators
  • Collections
  • Marketing
  • Loans
  • Business Planning
  • Revenue Generation
  • Human resources knowledge
  • Financial Advising
  • Shift Scheduling
  • Risk Analysis
  • Regulatory Compliance
  • Financial Administration
  • Accounts Receivable
  • Financial Analysis
  • Investment Guidance
  • Accounts Payable
  • Information Security
  • Financial Oversight
  • Reporting familiarity
  • Market Research
  • Familiar with account coding
  • Proficient in [Software Program]
  • Event Planning
  • Resourceful nature
  • Bank security expert
  • Information Management
  • Security and Safety Protocols
  • Federal Regulations
  • Bottom Line LoanMaster Loan Servicing
  • Knowledge of Equifax Application Engine
  • FHA loan process background
  • Willing to Learn
  • Team Building Leadership
  • Critical Thinking
  • Customer relationship development
  • Goal Setting
  • Know Your Customer
  • Staff Recruitment and Hiring
  • Prioritizing and Planning
  • Planning and coordination
  • Loan Processing
  • Proactive and Focused
  • Business Relationship Management
  • Operational Reporting
  • Cash Flow Management

Timeline

Branch Manager

CBE&Awash International Bank SC
09.2019 - Current

Customer Service Manager

Commercial Bank Of Ethiopia
08.2018 - 09.2019

MBA -

Bule Hora University

Bachelor of Arts - Economics

Arba -Minch

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Eyasu Endale Wayou