Wondimu Teka Tabor
Tabor
Summary
Accomplished banking professional with over 12 years of extensive experience in branch management, operational oversight, and customer service within high-performing financial institutions. Demonstrates a profound capacity for leading and mentoring teams to achieve enhanced service quality, customer satisfaction, and operational efficiency. Possesses robust expertise in strategic planning, financial analysis, and compliance management, with a proven track record of fostering growth and ensuring regulatory adherence. Skilled in implementing innovative banking solutions and optimizing operational workflows to align with industry standards and client expectations. Proactively addresses challenges with analytical problem-solving techniques, ensuring the delivery of sustainable improvements in banking operations and customer relations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Branch Manager
Dashen Bank
02.2021 - 09.2023
- Directed comprehensive branch operations, encompassing customer service, business development, and compliance initiatives to optimize profitability and achieve organizational objectives.
- Strategically enhanced customer satisfaction through the refinement of service processes and the implementation of robust service delivery mechanisms, achieving notable improvements in client feedback metrics.
- Provided leadership and professional development opportunities for staff, fostering a culture of continuous improvement and strategic growth while ensuring alignment with corporate goals.
- Established performance benchmarks and conducted regular evaluations to maintain service excellence and operational efficiency.
Customer Service Manager
Dashen Bank
12.2019 - 02.2021
- Led the customer service unit, supervising frontline personnel, addressing client inquiries, and executing resolution strategies for service-related challenges to uphold service standards.
- Augmented customer experience by instituting more efficient service protocols and elevating the quality of support provided, resulting in reduced customer complaints and increased satisfaction scores.
- Conducted training sessions for staff to enhance communication skills and client engagement strategies, reinforcing a customer-centric approach.
Branch Relationship Manager (Generalist)
Dashen Bank
05.2019 - 12.2019
- Administered client portfolio management, delivering customized financial advisory services and innovative solutions tailored to client needs, resulting in improved client loyalty and satisfaction.
- Enhanced revenue generation by strategically promoting financial products and augmenting client retention metrics, contributing significantly to branch profitability.
- Developed client relationship strategies that emphasized long-term value creation and sustainable partnerships.
Customer Service Manager Grade I
Dashen Bank
01.2019 - 04.2019
- Managed the operational efficiency of customer service functions, ensuring optimal service standards and client satisfaction by implementing process improvements and staff training initiatives.
Senior Customer Service Officer (Cash)
Dashen Bank
11.2017 - 01.2019
- Executed precise handling of substantial cash transactions while ensuring adherence to security protocols and service accuracy, maintaining financial integrity and client trust.
- Coordinated with team members to manage peak transaction periods effectively, minimizing service delays and maintaining high operational standards.
Senior Branch Controller I
Tula Branch, Commercial Bank of Ethiopia
06.2016 - 11.2017
- Supervised branch-level control and compliance measures, with a focus on risk management and regulatory conformity, conducting regular audits to identify areas for improvement.
- Implemented enhanced monitoring practices that improved compliance rates and reduced operational risks.
Customer Service Officer
Tabor Branch, Commercial Bank of Ethiopia
08.2011 - 06.2016
- Delivered high-quality, customer-centric service across a diverse range of banking products, maintaining high standards of operational efficiency and client satisfaction.
- Assisted in the development of training materials to support new staff integration and improve service consistency.
Junior Officer
Tabor Branch, Commercial Bank of Ethiopia
05.2011 - 08.2011
- Provided foundational support for back-office functions and core banking operations, contributing to overall service efficacy and operational accuracy.
- Actively participated in internal training sessions to enhance technical proficiency and service delivery skills.
Education
Bachelor of Arts - Economics
Hawassa University
Skills
- Strategic branch operations and leadership
- Advanced customer service optimization
- Comprehensive financial reporting and performance analysis
- Risk management and regulatory compliance
- Team development and capacity building
- Proficiency in core banking technology and system integration
- Business process enhancement and innovation
- Conflict resolution and problem-solving in customer service contexts
References
Available upon request.
Certification
- Leadership and Management Training
- Customer Service Excellence
- Financial Risk Management
Languages
- Amharic, Native
- English, Proficient
Timeline
Branch Manager
Dashen Bank
02.2021 - 09.2023
Customer Service Manager
Dashen Bank
12.2019 - 02.2021
Branch Relationship Manager (Generalist)
Dashen Bank
05.2019 - 12.2019
Customer Service Manager Grade I
Dashen Bank
01.2019 - 04.2019
Senior Customer Service Officer (Cash)
Dashen Bank
11.2017 - 01.2019
Senior Branch Controller I
Tula Branch, Commercial Bank of Ethiopia
06.2016 - 11.2017
Customer Service Officer
Tabor Branch, Commercial Bank of Ethiopia
08.2011 - 06.2016
Junior Officer
Tabor Branch, Commercial Bank of Ethiopia
05.2011 - 08.2011
Bachelor of Arts - Economics
Hawassa University
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