Bertha Nicodem
BANKER
Makambako,29
Summary
At NMB BANK PLC, I spearheaded quality management and compliance, enhancing customer satisfaction through corrective actions and staff training. My blend of technical writing and team development skills led to significant process improvements, positioning me as a results-driven leader focused on achieving and surpassing business objectives. Methodical Quality Control Analyst skilled in developing protocols to positively impact manufacturing quality. Practiced at completing exhaustive tests of incoming materials, components and finished products. Proven experience within industry performing direct hands-on work in QA and QC functions with strong familiarity of general practices.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Control and Quality Assurance Officer
NMB BANK PLC
2012.07 - Current
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Developed quality assurance plans by conducting [Type] and [Type] analyses.
- Provided extensive quality assurance training via both in-person and remote teleconferences.
- Monitored activities and supporting systems to meet compliance regulations.
- Assured consistent quality of production by implementing and enforcing automated practice systems.
- Recorded, analyzed, and distributed statistical information.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Conducted risk assessments to identify and mitigate potential quality issues.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Created and maintained quality management systems to align with industry standards.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Monitored staff organization and suggested improvements to daily functionality.
- Training to branch staff on guidelines around cash operations
- Perform regular review of counting table activities to ensure cash are counted, sorted, lapelled and packed as per procedure.
- Training to branch staff on importance of proper posting of entries into suspense accounts
- Performing daily checks to ensure ATM and Cash reconciliation is being done and any unbalanced items are worked on.
- Keep tracking of issues reported and make followup with action owners to ensure all issues are closed within agreed timeline supported with sufficient evidences.
- Handling of customer complaints in line with FCPR requirements.
BANK OFFICER
NMB BANK PLC
2012.07 - 2024.10
- Prepared employee documentation, routine evaluation measures and recommendations.
- Provided direction and leadership to all employees to maximize productivity and bottom-line profitability.
- Supervised branch operations and made continuous improvements in each area.
- Upheld stringent bank standards for loans, money handling, and legal considerations.
- Established key procedures for teams preparing documentation, models, and presentations.
- Met with clients to generate new business and negotiate contracts.
- Handling Customer Queries
- · Butch processing and fund transfer
- Issuing of ATM cards Cheque book and bank statements to customers etc.
- · Call over officers
- Conducting Marketing in various schools and College’s in Iringa Region
- · Branch custodians and cash centre custodian
ACTING TEAM LEADER BRANCH OPERATIONS
NMB BANK PLC
2022.03 - 2022.05
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Ensure cleanness, safety and security of the Branch and its surroundings.
- Ensure clear and logical queue management at any point of time during the operations including active follow up to optimize staff productivity.
- Monitor, coach and guide staff on the quality of service offered to customers to ensure quality service is offered consistently
- Participate in the cross selling, business and leads generation initiatives at the branch.
- · Manage customer inquiry desk and ensure service TAT is being adhered to as per the Bank level agreement (SLA) and regulatory requirement (Consumer protection Act)
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluate the service offered, noting the root cause and improvement areas and design action plans to improve.
ACTING MANAGER CUSTOMER EXPERIENCE
NMB BANK PLC
2019.06 - 2019.10
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- 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.
- To monitor market and competitor activity to ensure opportunities for new customer acquisitions and enhance market share
- Cross selling of bank products and services to ensure utilization and usage of all these products
- To oversee the improved knowledge of bank products to the team through training and development
- To identify and develop business opportunities from existing customers as well as potential customers
- To determine and Manage training needs analysis and succession plans to my staff
- To ensure that members of staff are developed to achieve their maximum potential by coaching them to build awareness of their strengths and development needs in the way I lead on daily basis as a role model for them to do things wholeheartedly, communicating with passion and enthusiasm, embracing change as a way of working
- To build, develop and motivate high performing team committed to achieving success through each other
Education
Bachelor of Arts - POLITICAL SCIENCE AND PUBLIC ADMINSTRATION
UNIVERSITY OF DODOMA
DODOMA11.2011
High School Diploma -
RUVU SECONDARY SCHOOL
PWANI05.2008
Skills
- Corrective Actions
- Technical Writing
- Software Development
- Quality Management Systems
- Hardware and software installation
- Compliance Oversight
- Staff Training
- Team Development
- Product Development
Certification
- Certified Bankers NMB BANK PLC
- Certificate of Customer Experience
- - Muse training
Accomplishments
- Collaborated with team o in the development of neat and clean book rooms and stationeries
- Resolved product issue through consumer testing.
- Supervised team of 15 staff members.
- Achieved all tasks and trainings by completing with accuracy and efficiency.
Languages
English
Advanced (C1)
Swahili
Bilingual or Proficient (C2)
Interests
Studying
Cooking
Travelling
Work Preference
Work Type
Full TimePart TimeImportant To Me
Work-life balanceFlexible work hoursPersonal development programsHealthcare benefitsTeam Building / Company RetreatsTimeline
ACTING TEAM LEADER BRANCH OPERATIONS
NMB BANK PLC
2022.03 - 2022.05
ACTING MANAGER CUSTOMER EXPERIENCE
NMB BANK PLC
2019.06 - 2019.10
Control and Quality Assurance Officer
NMB BANK PLC
2012.07 - Current
BANK OFFICER
NMB BANK PLC
2012.07 - 2024.10
Bachelor of Arts - POLITICAL SCIENCE AND PUBLIC ADMINSTRATION
UNIVERSITY OF DODOMA
High School Diploma -
RUVU SECONDARY SCHOOL
- Certified Bankers NMB BANK PLC
- Certificate of Customer Experience
- - Muse training
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