Hi, I’m
CHINEDU CHIN NWANKWO
Regina,SK
Summary
A hardworking and motivated leader with over 7 years of experience and a record of success in the banking and Workers compensation industries. Solid history of balancing team performance, customer service targets, and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. A decisive leader with good planning and organizational skills
Overview
9
years of professional experience
Work History
Saskatchewan Workers Compensation
QUALITY ASURANCE AND TRAINING SPECIALIST
01.2023 - Current
Job overview
- Develops, implements and maintains effective and efficient training programs in accordance with adult education principles
- Ensures ad hoc/formal educational sessions are provided as required to both new staffs and current staff
- Explained policies, procedures and services to staffs, senior leadership and stakeholders
- Collaborate with management on learning and development plans for employees
- Looks for opportunities to coordinate training services and delivery with other areas as appropriate
- Oversees the evaluation of trainee performance against program and service standards to assess staffing preparedness
- Oversee and continuously improve department workflows and processes
- Maintained working knowledge of WCB Acts and Policies
- Provide training and support to the team to ensure competency in changing technologies and processes
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Ensure employees receive active coaching and mentoring, including timely feedback to maximize their performance
- QA employer work to ensure consistency and adherence to established processes and policies.
Mount Sinai Anglican Church
MUSIC DIRECTOR
08.2017 - Current
Job overview
- Train and coach 15 chorister to ensure progress and standardization of performance
- Educate choristers on current worship and music trends
- Research new music and training methodologies
- Provide coaching and support to the choir coordinator
- Develop, track and implement annual budget for the music department
- Maintain strong working relationship with stakeholders and other departmental heads
- Participate in process improvement and change management initiatives
Saskatchewan Workers Compensation Board
CUSTOMER CARE FACILITATOR/CLAIMS ADJUDICATOR
05.2022 - 01.2023
Job overview
- Explained policies, procedures and services to workers using medical and administrative knowledge
- Coordinated communication between workers, medical staff, and administrative staff
- Facilitate and manage return to work process for workers
- Read current literature, talked with colleagues, continued education, or participated in professional organizations or conferences to keep abreast of developments in field
- Maintained knowledge of WCB Acts and Policies, community services and resources available to workers
- Adjudicate and manage complex claims
Workers Compensation Board
CLAIMS EXPERIENCE SPECIALIST II/ CLAIMS ADJUDICATOR
10.2021 - 04.2022
Job overview
- Ensure accurate Claims account maintenance
- Provide excellent customer service via inquiry, email and phone
- Review, and adjudicate Claims in a timely manner
- Adjudicate and manage noncomplex claims
- Ensure proper application of policy and procedure
- Ensure proper payment of claims benefit
- Follow up with worker and employer to provide updates and/or gather information
- Ensure proper claims file management
- Participate in process improvement and change management initiatives
EMPLOYER, Saskatchewan, Compensation
SERVICES REP
01.2021 - 10.2021
Job overview
- Ensure accurate account maintenance
- Provide excellent customer service via inquiry via email and phone
- Complete client request for clearance and Letter of Good Standing
- Help clients navigate WCB online accounts
- Complete cash and payment handling on client accounts
- Employer Payroll data entry
- Run and interpret financial reports from Oracle Finance
- Participate in change management initiatives
Bank of Montreal
BRANCH MANAGER
08.2019 - 07.2020
Job overview
- Plan and lead daily huddle to ensure employees stay focused on top priorities
- Ensure proper application and interpretation of policy and procedures by staff
- Develop, manage and track the branch annual budget
- Ensure branch staff has adequate training and expertise to provide financial advice and direction to clients
- Communicate with VP on weekly basis to review branch performance and realign targets
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales
- Managed and Coached staff to maximize productivity, efficiency, and potentials
- Maintained high level of employee engagement to minimize turnover and maximize customer satisfaction
- Enforced branch compliance with audit and regulatory procedures
- Communicated and implemented new ideas and strategies to improve sales, marketing, and staff development
- Manage team workload volumes and delegate accordingly
- Ensure scheduling aligns with departmental and organizational needs
- Recruited staff members, oversee training programs and manage the performance of staff
- Ensure the use of daily management systems.
Bank of Montreal
CUSTOMER SERVICE MANAGER/ASSISTANT BRANCH MANAGER
02.2017 - 08.2019
Job overview
- Plan and lead daily huddle to ensure employees stay focused on top priorities
- Manage and Coach staff to ensure top performance and achievement of goals
- Act as branch manager in the absence of the manager
- Ensure proper application and interpretation of policy and procedures by staff
- Participate in developing and tracking branch annual budget
- Interview, Hire and train new staff
- Ensure branch staff has adequate training and expertise to provide financial advice and direction to clients
- Maintained high level of employee engagement to minimize turnover and maximize customer satisfaction
- Enforced branch compliance with audit and regulatory procedures
- Communicated and implemented new ideas and strategies to improve sales, marketing, and staff development
- Manage team workload volumes and delegate accordingly
- Ensure scheduling aligns with departmental and organizational needs
- Recruited staff members, oversee training programs and manage the performance of staff
- Ensure the use of daily management systems.
BMO Bank of Montreal
FINANCIAL SERVICES MANAGER
02.2015 - 02.2017
Job overview
- Ensure proper application and interpretation of policy and procedures
- Manage and Coach staff to ensure top performance and achievement of goals
- Act as branch manager in the absence of the manager
- Provide excellent customer service to BMO customers
- Follow up on sales leads and cues
- Complete Financing /Lending application and Investment transaction for clients
- Adjudicate and manage lending applications
- Provide financial advice to customers and help save time and money by multiproduct bundle
- Participate in the daily huddle
- Provide support and training to the CSR team
- Maintain a working knowledge of BMO products
- Source and follow potential leads
Education
EXECUTIVE LEADERSHIP COURSE
LinkedIn Learning
09.2022
ALISON
CHANGE MANAGEMENT CERTIFICATE
09.2022
CERTIFICATE IN ECONOMICS
08.2022
University of Regina
LIBERAL ARTS DIPLOMA
05.2014
University of Regina
CERTIFICATE IN BUSINESS ADMINISTRATION LEVEL 1
01.2013
LinkedIn
LEAN SIGMA SIX YELLOW BELT (In View)
Skills
- Strong Decision and policy application Skills
- Strong leadership, mentoring and coaching skills
- Analytical thinking
- Customer service Management
- Stakeholder relationship management skills
- Strong Culture of continuous Improvement
- Building Rapport and Credibility
- Performance Tracking and Evaluations
- Strategic Planning
- Technical Proficiency
- Managing Employee Relations
- Issue and Conflict Resolution
- Scheduling and Coordinating
- Process improvement and change management
- Budgeting and Resource Management
- Productivity and performance management
- Business Unit Oversight
- Training Program Design
- Training Program Development
References
REFERENCES
References available upon request
Interests
VOLUNTEER EXPERIENCE
, STEWARD — SGEU Sask WCB Chapter
September 2022 - Present
COORDINATOR OF COMMUNICATIONS AND MEDIA RELATIONS — Mount Sinai Anglican Church
February 2018 - Present
BOARD MEMBER — Mount Sinai Anglican Church
Regina, Saskatchewan, February 2018 - Present
BOARD MEMBER — Anglican Church of the Redeemer
Regina, January 2011 - May 2014
Timeline
QUALITY ASURANCE AND TRAINING SPECIALIST
Saskatchewan Workers Compensation
01.2023 - Current
CUSTOMER CARE FACILITATOR/CLAIMS ADJUDICATOR
Saskatchewan Workers Compensation Board
05.2022 - 01.2023
CLAIMS EXPERIENCE SPECIALIST II/ CLAIMS ADJUDICATOR
Workers Compensation Board
10.2021 - 04.2022
SERVICES REP
EMPLOYER, Saskatchewan, Compensation
01.2021 - 10.2021
BRANCH MANAGER
Bank of Montreal
08.2019 - 07.2020
MUSIC DIRECTOR
Mount Sinai Anglican Church
08.2017 - Current
CUSTOMER SERVICE MANAGER/ASSISTANT BRANCH MANAGER
Bank of Montreal
02.2017 - 08.2019
FINANCIAL SERVICES MANAGER
BMO Bank of Montreal
02.2015 - 02.2017
EXECUTIVE LEADERSHIP COURSE
LinkedIn Learning
ALISON
CHANGE MANAGEMENT CERTIFICATE
CERTIFICATE IN ECONOMICS
University of Regina
LIBERAL ARTS DIPLOMA
University of Regina
CERTIFICATE IN BUSINESS ADMINISTRATION LEVEL 1
LEAN SIGMA SIX YELLOW BELT (In View)
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