Ozioma David-Emuloh
Finance Associate
Summary
Experienced billing professional with a strong background in financial management and analysis. Skilled in streamlining billing processes and resolving discrepancies for accurate record-keeping. Thrives in collaborative team environments, always focused on achieving results and adapting to dynamic business needs. Recognized for exceptional analytical skills and meticulous attention to detail, enabling effective management of complex data. Proficient in contract management, billing processes, and utilization of ERP systems. Demonstrated ability to efficiently handle client inquiries, billing tasks, and administrative duties.
Overview
9
9
years of professional experience
2
2
Certifications
1
1
Language
Work History
Customer Support (US Qualifier)
Insurance Supermarket
12.2020 - 09.2021
- Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Collaborated with cross-functional teams to improve overall product quality and customer experience.
- Managed call logs, enhanced invoicing data and resolved customer issues to improve operational efficiency by 100% .
- Handle daily objections from clients while successfully assisting them in speaking to an advisor to get a quote
- Troubleshot and resolved customer complaints and issues.
- Created personalized solutions for customers experiencing unique challenges or hardships, demonstrating empathy and genuine concern.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Head, Collections, and Recovery
Swiss Credit Limited
07.2020 - 11.2020
- Manage and coordinate the workflow and daily functions of the collections and recovery area
- Developing good rapport and liaison with other departments that is relative to any recovery process or activity
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Resolved problems, improved operations and provided exceptional service.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Improved recovery and collection processes by implementing effective strategies and streamlining communication among team members.
- Mentored junior team members to strengthen their skills, improving overall team performance in managing recoveries.
- Assisted in the development of company policies for recovery and collections management, ensuring compliance with industry best practices and legal requirements.
- Collaborated closely with internal teams to ensure seamless execution of recovery efforts while minimizing disruptions to daily operations.
- Actively participated in cross-functional initiatives aimed at enhancing overall business operations and customer experience.
- Fostered an environment of continuous learning within the team by sharing insights from past experiences and encouraging open dialogue around challenges faced during recoveries.
- Maintained accurate records of all recovery actions, providing a solid foundation for informed decision-making and future strategy adjustments.
- Ensured prompt escalation of high-risk cases to senior management, facilitating swift action when necessary to mitigate potential losses.
- Reduced the time taken for recoveries by optimizing procedures, resulting in faster resolutions for clients.
- Served as a key point of contact for clients during the recovery process, addressing concerns and providing timely updates on progress made.
- Managed a diverse portfolio of complex cases, balancing priorities to achieve successful outcomes across all assignments.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
- Researched and resolved accounts payable discrepancies.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Supervised staff of collectors, monitoring phone calls and letters.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Successfully implemented new technologies and process automations to encourage continuous improvement.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Worked with legal resources and recovery teams to manage default issues.
- Monitored industry trends and best practices to continuously improve collections operations.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
Finance Associate
Suru Group Limited (Now Haldane McCall Plc)
09.2017 - 06.2020
- Handled day-to-day accounting processes to drive financial accuracy.
- Reduced outstanding accounts receivable balances by developing and enforcing stricter credit control policies and diligently following up on overdue invoices.
- Reduced expenses by negotiating with vendors for better pricing and terms on services and supplies.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
- Optimized cash flow management, ensuring adequate liquidity for operational needs without compromising investment opportunities.
- Oversaw accounts payable and receivable transactions.
- Participated in contract and budget negotiations with outside vendors and internal stakeholders.
- Enhanced financial accuracy by meticulously reconciling bank statements and financial records monthly.
- Assisted in successful negotiation of terms with vendors and suppliers, improving company's cost-efficiency.
- Collected and reported monthly expense variances and explanations.
- Trained new employees on accounting principles and company procedures.
- Created and verified invoices.
- Resolved various escalated billing charges.
- Processed payments to vendors and assisted with other accounts payable and receivables tasks.
- Assisted in the successful completion of annual audits, addressing auditor inquiries and providing supporting documentation.
- Analyzed and interpreted financial data to inform business decisions.
- Evaluated office processes, making suggestions to improve efficiency.
- Implemented cost-saving measures across departments, resulting in improved bottom-line performance without sacrificing quality or service levels.
- Improved cash flow management through diligent accounts receivable monitoring and collections efforts.
- Collaborated with cross-functional teams to develop comprehensive financial forecasting models.
- Gathered and prepared bi-weekly payroll documentation to support human resources and payroll departments.
- Streamlined expense reporting processes, increasing transparency and reducing processing timeframes.
- Prepared quarterly revenue, expense, and performance reports using Sage Software.
- Managed vendor relationships, negotiating contract terms, and processing timely invoice payments.
- Minimized risk of errors by accurately processing invoices, payments and other financial transactions.
Credit Risk Analyst
Best Western Hotel (a Subsidiary of Suru Group)
07.2017 - 09.2017
- Maintain accurate and up-to-date client details and account records
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Enhanced portfolio performance with diligent monitoring and proactive risk mitigation measures.
- Optimized internal controls within the organization''s credit processes by implementing robust systems checks and balances.
- Collaborated with cross-functional teams to ensure alignment of risk management policies and procedures.
- Optimized credit approval and collection processes, improving operational efficiencies by over 100%.
- Negotiated with delinquent borrowers to reach mutually beneficial repayment arrangements, minimizing losses and maintaining positive customer relationships.
- Prepared detailed reports on portfolio performance, highlighting areas of concern and suggesting possible solutions for improvement.
- Identified potential risks by analyzing trends in industry-specific data and market fluctuations.
- Managed client relationships effectively, addressing concerns promptly and professionally to ensure continued business partnerships.
- Analyzed payment information and applied changes to reflect customer accounts.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Implemented proper execution of monthly collection letters and escalation process.
- Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
- Functioned as key point of contact for billing data integrity matters for clients, vendors and various internal departments.
- Assisted clients with requests for invoice copies, ledger details and explanation of accounts receivable amounts owed.
- Evaluated aging reports to identify members to be included in monthly outbound collection calls.
- Reviewed full history of past due accounts and contacted client regarding collection, implementation of payment plan or pursuit of legal remedies on unpaid accounts.
- Kept tabs on customer contracts outside typical billing schedule.
- Enhanced customer satisfaction with timely and accurate billing information, resolving disputes promptly and professionally.
- Conducted regular account reconciliations to verify invoice accuracy, resulting in reduced disputes and improved cash flow management.
- Ensured timely submission of invoices by coordinating closely with sales teams and project managers on project completion dates.
- Improved billing accuracy by conducting thorough audits and identifying discrepancies in invoice data.
- Provided valuable input during contract negotiations, ensuring equitable treatment of all parties involved in the transaction from a financial standpoint.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the billing process.
- Leveraged advanced Excel skills to create complex billing spreadsheets, enhancing data accuracy and improving overall efficiency in invoice preparation.
- Collaborated with cross-functional teams to ensure proper application of contract terms and conditions during the billing process.
- Monitored outstanding invoices and performed collections duties.
- Handled account payments and provided information regarding outstanding balances.
- Responded to customer concerns and questions on daily basis.
- Created improved filing system to maintain secure client data.
Credit Risk/Operations Analyst
Yes Microfinance Bank(a Subsidiary of C24 Limited)
01.2017 - 06.2017
- Prepare all contracts for the client's execution
- Created credit policies, processes and procedures to maintain compliance with banking regulations.
- Maintained accurate records of all identified risks, enabling timely reporting to senior management and stakeholders.
- Established strong relationships with internal clients, fostering collaboration in addressing operational risks across departments.
- Increased risk awareness among team members through regular training sessions and workshops.
- Participated in industry forums and conferences to stay current on risk management trends, best practices, and emerging risks.
- Conducted thorough data analysis to identify patterns, trends, and potential risks, informing business decisions.
- Prevented potential fraud by monitoring financial transactions for suspicious activity and taking appropriate action when needed.
- Organized and finalized loan applications for underwriter review.
- Streamlined the loan approval process through effective communication between underwriters, sales teams, and clients.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Optimized internal controls within the organization''s credit processes by implementing robust systems checks and balances.
- Reviewed and verified income, credit reports and employment histories for each borrower.
- Optimized credit approval and collection processes, improving operational efficiencies by over 85%.
- Negotiated with delinquent borrowers to reach mutually beneficial repayment arrangements, minimizing losses and maintaining positive customer relationships.
- Adhered to banking standards and government lending guidelines for loan services.
- Devised collection and recovery strategies to resolve customer issues and delinquent cases.
- Prepared detailed reports on portfolio performance, highlighting areas of concern and suggesting possible solutions for improvement.
- Developed risk models for accurate credit scoring and improved decision-making processes.
- Championed a culture of risk awareness within the organization by sharing insights and fostering open communication between departments.
- Recognized potential problem loans early, facilitating prompt corrective actions that mitigated losses for the organization.
- Led training sessions for junior analysts to enhance their understanding of credit risk principles and analytical techniques.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
- Attended credit-related training and conferences to stay informed about industry trends and developments.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Maintained compliance with applicable regulations and laws governing consumer credit.
- Negotiated payment plans and loan terms with delinquent customers.
- Gathered loan documentation for underwriting.
- Participated in loan committee meetings to provide input on lending processes.
- Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.
Credit Risk Analyst
C24 Limited
10.2015 - 12.2016
- Identified potential risks by analyzing trends in industry-specific data and market fluctuations.
- Organized and finalized loan applications for underwriter review.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and recovery departments.
- Streamlined the loan approval process through effective communication between underwriters, sales teams, and clients.
- Enhanced portfolio performance with diligent monitoring and proactive risk mitigation measures.
- Optimized internal controls within the organization''s credit processes by implementing robust systems checks and balances.
- Reviewed and verified income, credit reports and employment histories for each borrower.
- Optimized credit approval and collection processes, improving operational efficiencies by over 100%.
- Negotiated with delinquent borrowers to reach mutually beneficial repayment arrangements, minimizing losses and maintaining positive customer relationships.
- Adhered to banking standards and government lending guidelines for loan services.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Led training sessions for junior analysts to enhance their understanding of credit risk principles and analytical techniques.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
- Spearheaded process automation initiatives, reducing manual efforts required in day-to-day operations tasks significantly.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Participated in loan committee meetings to provide input on lending processes.
- Collaborated with other teams to identify and mitigate risks impacting organization.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Maintained compliance with applicable regulations and laws governing consumer credit.
- Improved understanding of financial statements, which helped in assessing risk.
- Strengthened communication between departments, facilitating a seamless flow of information for faster decision-making processes.
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Assisted in the development of operational policies and procedures that aligned with organizational goals and objectives.
- Supported supervisor and associated team members to maintain system functionality.
- Optimized operational efficiency by analyzing and streamlining processes.
- Boosted customer satisfaction levels with thorough analysis of client feedback and timely resolution of issues.
- Collaborated with cross-functional teams to develop comprehensive project plans, ensuring timely delivery of key milestones.
- Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
- Actively participated in strategic planning meetings, contributing valuable input towards setting departmental objectives.
- Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws.
- Streamlined project management processes, improving team collaboration and output.
- Led cross-functional teams to complete projects on time and within budget.
- Streamlined communication between departments, facilitating faster problem resolution.
- Reduced operational costs, negotiating better contracts with suppliers.
- Facilitated knowledge sharing sessions, boosting team efficiency and innovation.
- Oversaw transition to new CRM system, minimizing downtime and data loss.
- Contributed to the successful launch of new products and services through rigorous testing and quality assurance checks.
- Established strong relationships with key stakeholders, fostering a collaborative environment conducive to achieving shared goals.
- Identified inefficiencies in current systems, recommending adjustments that resulted in increased productivity levels.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
Customer Support
Customer Contact Solutions Nigeria Limited (CCSNL)
03.2015 - 09.2015
- Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
- Improved company reputation by consistently delivering top-quality goods/services while maintaining excellent customer support.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Developed strong relationships with clients by providing exceptional customer support and technical expertise.
- Delivered seamless customer support by addressing technical issues, troubleshooting problems, and providing timely resolutions.
- Assisted in the training of new team members, sharing best practices for providing exceptional customer support.
- Reduced customer support inquiries by creating easy-to-follow online help articles and troubleshooting guides.
- Worked with other customer support teams to develop consistent and equal high-quality levels of support.
Direct Sales Executive
Diamond Bank Plc
02.2013 - 07.2014
- Built strong client relationships through consistent follow-up, addressing inquiries and resolving concerns.
- Drove team revenue totals by bringing in top sales numbers.
- Provided exceptional after-sales support, ensuring customer satisfaction and fostering long-term loyalty.
- Participated in weekly sales meetings to discuss goals, strategies, and tactics for maximizing revenue generation.
- Conducted market research to identify new business opportunities, supporting the expansion of the company''s client base.
- Coordinated customer appointments efficiently by leveraging time management skills and promptly responding to inquiries.
- Worked closely with fellow direct sales executives to share best practices, leading to improved team performance overall.
- Exceeded monthly sales targets by implementing effective prospecting techniques and generating leads.
- Utilized CRM software to track customer interactions, enabling efficient follow-up with potential clients.
- Participated in continuous professional development programs, enhancing industry knowledge and staying updated with emerging trends.
- Delivered engaging product demonstrations to prospective customers, creating excitement around the brand''s offerings.
- Implemented innovative upselling techniques that contributed significantly towards achieving individual sales targets consistently.
- Developed persuasive communication abilities that helped convey the value proposition of offered products or services convincingly.
- Analyzed competitors'' strategies regularly so as to adopt an informed approach while selling products or services.
- Contributed to event marketing, sales and brand promotion.
- Attended monthly sales meetings and quarterly sales trainings.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Developed, maintained and utilized diverse client base.
Education
OND - Psychology
Nnamdi Azikiwe University
01.2011 - 2013.01
B.Sc. - Banking and Finance
Nnamdi Azikiwe University
01.2008 - 2014.01
Skills
Risk Assessment
Certification
Google Data Analytics
Conversant work tools
- Google Suite
- Microsoft office
- Zendesk
- Five9
- Stripe
- Zoom
- Loom
- Salesforce
- Slack
- Insightful
- Atlassian
Competence
- Problem-solving and critical thinker.
- Action and Result Oriented.
- Proactive and self-motivated with a strong sense of initiative.
- Excellent written and impeccable communication skills in English to successfully engage in a professional workgroup.
- Calm level head and willing to learn.
- Strong interpersonal skills and ability to work in diverse teams.
- Attention to detail and data integrity.
- Ability to work in a team and independently with little or no supervision.
- Ability to take a cue in any situation that presents itself.
Accomplishments
- Supervised team of 15 staff members.
- Recovered over 80% of outstanding payments within 30days of joining the team.
- Collaborated with team of 20 in the development of operation minimize delinquent accounts.
- Documented and resolved payment misconception which led to better timely and correct payments.
Languages
English
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offStock Options / Equity / Profit SharingTeam Building / Company RetreatsQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Support (US Qualifier)
Insurance Supermarket
12.2020 - 09.2021
Head, Collections, and Recovery
Swiss Credit Limited
07.2020 - 11.2020
Finance Associate
Suru Group Limited (Now Haldane McCall Plc)
09.2017 - 06.2020
Credit Risk Analyst
Best Western Hotel (a Subsidiary of Suru Group)
07.2017 - 09.2017
Credit Risk/Operations Analyst
Yes Microfinance Bank(a Subsidiary of C24 Limited)
01.2017 - 06.2017
Credit Risk Analyst
C24 Limited
10.2015 - 12.2016
Customer Support
Customer Contact Solutions Nigeria Limited (CCSNL)
03.2015 - 09.2015
Direct Sales Executive
Diamond Bank Plc
02.2013 - 07.2014
OND - Psychology
Nnamdi Azikiwe University
01.2011 - 2013.01
B.Sc. - Banking and Finance
Nnamdi Azikiwe University
01.2008 - 2014.01
Google Data Analytics
Certified Customer Service Professional
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