Cynthia Osewemen
Calgary,Canada
Summary
Diligent customer service professional with a proven track record in leading teams to enhance customer satisfaction and resolve complex issues. Expertise in planning and executing comprehensive project plans, ensuring milestones are met through strong leadership and organizational skills. Professional data analyst consultant adept at translating complex data into strategic business solutions, driving operational efficiencies, and fostering collaborative success. Recognized for conflict resolution abilities and a commitment to high standards, with a focus on workflow management, staff training, and client satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Data Analyst Consultant- Remote
AMODR Analytics
08.2025 - Current
- Collect, clean, and analyze data to uncover insights and support strategic decision-making.
- Build dashboards and reports using Excel, SQL, and Power BI/Tableau to track KPIs and improve business outcomes.
- Collaborate with teams to deliver data-driven solutions that enhance operational efficiency.
Customer Service Supervisor
TAJBank Ltd
10.2024 - 08.2025
- Led the operational setup and launch of a new branch, developing cash handling procedures and onboarding the operations team.
- Supervised daily branch operations for a team of 25, ensuring 100% compliance with banking policies and reducing transaction errors by 30%.
- Oversaw branch ATM performance and led accounts reconciliation using Microsoft Excel, reducing unresolved discrepancies by 90% and ensuring the timely resolution of failed transactions.
- Improved customer satisfaction by 85% via service enhancement initiatives and staff training on compliance best practices.
- Prepared monthly operational reports and dashboards, informing leadership decisions and driving a 10% reduction in overhead costs.
- Ensured that the branch's physical infrastructure and assets were maintained, ensuring a safe and secure environment for customers and staff.
- Supervised daily operations of customer service team, ensuring efficient workflow and high-quality service delivery.
- Trained and mentored new representatives on customer interaction protocols and issue resolution techniques.
- Implemented performance metrics to assess team productivity, enhancing overall service effectiveness.
- Developed training materials and resources to improve staff knowledge and customer engagement skills.
- Resolved escalated customer complaints by coordinating with various departments for timely solutions.
- Conducted regular performance reviews, providing constructive feedback to foster professional growth among team members.
- Streamlined communication processes between departments to enhance collaboration and expedite issue resolution.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Led initiatives aimed at improving customer satisfaction scores through targeted feedback analysis and process adjustments.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
Project Manager/ Data Analyst
UPWORK- Freelancing
10.2022 - 08.2025
- Spearheaded data analysis initiatives to drive data-driven decision-making, enhancing project outcomes.
- Utilized advanced project management tools to streamline workflows and automate processes, improving efficiency by 30%.
- Collaborated with cross-functional teams to identify key performance indicators, leading to a 25% increase in project delivery speed.
Branch Service Manager
Keystone Bank Limited
02.2024 - 10.2024
- Ensured operations align with best practices through regular reviews and staff discipline.
- Managed operational performance goals for sub-teams and delivered training sessions that improved service metrics by 20%
- Oversaw budget preparation and expense management, resulting in a 12% reduction in overhead costs.
- Maintained facility operations and ensured a secure, customer-friendly environment.
- Managed branch ATM operations and reconciled ATM Tills using Microsoft Excel, resolving 95% of open items and transaction disputes within cycle period, ensuring accurate and balanced ledgers.
- Developed and submitted monthly GL proofs using Excel for over 15 accounts, supporting financial accuracy and timely month-end close processes.
Service Officer
Keystone Bank Limited
12.2017 - 02.2024
- Directed teller and customer service operations in compliance with AML/KYC and CFT regulations.
- Generated monthly accounts proofs in Excel, identifying discrepancies and contributing to a 25% improvement in reconciliation accuracy and audit readiness.
- Filed Suspicious Transaction Reports and facilitated cross-team compliance reviews.
- Designed and implemented a staff training framework that improved customer handling and fraud prevention awareness.
- Reconciled branch ATM tills using Excel and resolved outstanding disputes, ensuring all open items were closed promptly and ledger balances aligned for end-of-month reporting.
- Served as Deputy Head of Operations; managed crowd control, call-overs, and regulatory queries.
Funds Transfer Officer
Keystone Bank Limited
11.2016 - 11.2017
- Processed high-volume domestic and international financial transactions, including SWIFT transfers.
- Produced regulatory and compliance reports for executive review and internal audit readiness.
- Performed daily reconciliations using Excel for sundry accounts, ATM Tills, and prepaid expenses, maintaining 100% transaction accuracy and supporting smooth branch operations for over 1,000 monthly transactions.
Team Lead (Customer Service Unit), Branch Operations
Keystone Bank Limited
05.2015 - 11.2016
- Maintained long-term relationships with over 100 corporate clients, resolving escalated complaints with a 95% resolution rate and contributing to a 20% boost in customer retention.
- Processed and documented over 1,000 monthly financial transactions while ensuring 100% compliance with banking policies and regulatory standards.
- Collaborated with the sales team to implement service improvements that reduced customer wait times by 30% and increased satisfaction ratings.
- Prepared weekly performance reports and managed over 500 standing orders and customer statement requests, achieving 100% accuracy and streamlining cross-functional operations.
Graduate Trainee - Administration/Accounts
Zitadel Limited
07.2013 - 03.2015
- Managed administrative tasks including meeting planning, minute-taking, correspondence, filing, and office policy updates.
- Handled financial duties such as reconciling invoices, preparing bank deposits, processing reimbursements, and maintaining financial records.
- Coordinated travel arrangements, expense reports, and acted as the primary contact for internal and external clients.
- Supported senior managers by liaising with executive assistants, participating in audits, and submitting tax reports and payroll documents.
Administrative Assistant (National Youth Service Corps)
Zitadel Limited
07.2012 - 07.2013
- Managed scheduling, meetings, travel arrangements, and maintained filing systems and office policies.
- Acted as the primary contact for clients and coordinated with executive assistants on senior management requests.
- Fielded telephone calls, filed, performed data entry, and received and directed visitors.
- Prepared payrolls and other financial records for entry into the computer software.
- Designed, prepared, and maintained spreadsheets using basic mathematical calculations.
Intern
TotalEnergies
09.2010 - 02.2011
- Coordinated the comprehensive schedule for the Executive General Manager, including appointments, travel arrangements, and meetings, while managing all correspondence and prioritizing urgent matters.
- Maintained and updated both physical and electronic filing systems, conducted research, and handled special projects as requested by the Executive General Manager.
- Managed office operations, addressing staff needs, processing maintenance requests, and ensuring a clean and safe work environment.
Education
Bachelor of Science - Plant Science And Biotechnology
University of Port Harcourt
Nigeria01-2012
Skills
- Data Analysis
- Process Improvement
- Conflict Resolution
- Workflow Automation & Optimization
- Data cleaning
- SQL proficiency
- Power BI skills
- Dashboard creation
- Excel mastery
- Strong work ethic
- Problem-solving
- Time management
- Attention to detail
- Verbal and written communication
- Data entry
- Scheduling and calendar management
- Customer service management
- Multitasking and organization
- Project planning
Accomplishments
- Supervised a team of 25 staff members.
- Collaborated with a team of 5 in the development of A kids' educational Channel..
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Made recommendations on business intelligence tools to cut processing time by 25%
- Documented and resolved Customer transaction which led to an increase in patronage.
- Resolved product issue through consumer testing.
Languages
English
Professional Working
French
Limited Working
Certification
- Microsoft Power Platforms (Ongoing) 2025
- Customer Experience Fundamentals (LinkedIn Learning) 2025
- Soft Skills- Complex Conversations 2025
- Canadian Workplace Etiquette 2025
- Mastering 11 Project Management Tools 2024
- Designate Compliance Professional (DCP) 2024
- Test de Connaissance de Francaise (TCF) FRANCE EDUCATION INTERNATIONAL 2024
- Listening-C2| Reading- C1| Speaking-B2| Writing-B2
- International English Language Testing System (IELTS) British Council 2023
- Data Entry Training 2023
- Occupational Health and Safety (HSE) 2021
- Cybersecurity and Data Protection Training 2020
- Banking Foundation Certificate 2015
Timeline
Data Analyst Consultant- Remote
AMODR Analytics
08.2025 - Current
Customer Service Supervisor
TAJBank Ltd
10.2024 - 08.2025
Branch Service Manager
Keystone Bank Limited
02.2024 - 10.2024
Project Manager/ Data Analyst
UPWORK- Freelancing
10.2022 - 08.2025
Service Officer
Keystone Bank Limited
12.2017 - 02.2024
Funds Transfer Officer
Keystone Bank Limited
11.2016 - 11.2017
Team Lead (Customer Service Unit), Branch Operations
Keystone Bank Limited
05.2015 - 11.2016
Graduate Trainee - Administration/Accounts
Zitadel Limited
07.2013 - 03.2015
Administrative Assistant (National Youth Service Corps)
Zitadel Limited
07.2012 - 07.2013
Intern
TotalEnergies
09.2010 - 02.2011
Bachelor of Science - Plant Science And Biotechnology
University of Port Harcourt