MARY AKINBAMI
HARLOW,Essex
Summary
Motivated KYC and onboarding analyst and Customer service representative with 5 years of experience, recognized for assessing operational needs and developing solutions to save costs, improve revenues, and drive customer satisfaction. Resourceful and well-organized with excellent leadership and team-building record.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
CONTACT CENTER REPRESENTATIVE
Nationwide Building Society
2024.03 - Current
- Participated in team meetings sharing best practices for improving service delivery.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Adhered strictly to policies and procedures for continued company compliance.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Provided top-notch support for increased customer satisfaction.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 80%.
CUSTOMER SERVICE ADVISOR
National Express
Stansted
2023.06 - 2023.11
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Enhanced brand loyalty, provided excellent service at all times.
- Adhered strictly to policies and procedures for continued company compliance.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Recorded and processed customer data accurately.
Customer Onboarding Analyst
UNITED BANK FOR AFRICA NIGERIA
NIGERIA
2021.05 - 2022.08
- Enhanced compliance standards by effectively reviewing and monitoring customer transactions.
- Offered expert advice on KYC matters to colleagues from different departments, fostered culture of knowledge sharing across organisation.
- Conducted comprehensive background research, ensured compliance with regulatory requirements.
- Ensured adherence to Anti-Money Laundering regulations by rigorous screening of customers' financial activities.
- Stayed abreast with latest industry changes, enabled efficient adaptation of changing regulations into existing processes.
- Maintained strict confidentiality whilst dealing with sensitive client information and records.
- Approved prospective customers and oversaw onboarding processes for new accounts.
- Ensured GDPR compliance through data and risk management.
- Coordinated effectively between various departments for seamless execution of onboarding activities.
KYC Analyst
ECOBANK NIGERIA LTD
NIGERIA
2019.07 - 2021.05
- Enhanced customer profile accuracy by conducting diligent Know Your Customer investigations.
- Facilitated smoother client onboarding process, resulting in enhanced customer satisfaction.
- Reviewed customer documents meticulously to ensure regulatory compliance.
- Regularly updated knowledge on regulations, ensuring continuous compliance with evolving guidelines and laws regarding KYC and AML and CFT requirements.
- Delivered end-to-end KYC onboarding lifecycle service for new customers.
- Met daily, weekly and monthly KPI targets, maintaining high quality standards.
Education
Bachelor of Arts - BANKING
Northumbria University
London 2022.09 - 2023.06
Higher National Diploma - Accounting
Moshood Abiola Polytechnic
Nigeria 2015.11 - 2018.03
Diploma of Higher Education - Accounting
Gateway ICT Polytechnic SAAPADE
NIGERIA 2011.11 - 2013.05
Skills
- Analytical
- Data analytics
- Advanced Excel skills
- Accounting
- Problem-solving
- KYC compliance
- KYC software familiarity
- Communication skills
- Customer-focused
- Time management
Timeline
CONTACT CENTER REPRESENTATIVE
Nationwide Building Society
2024.03 - Current
CUSTOMER SERVICE ADVISOR
National Express
2023.06 - 2023.11
Bachelor of Arts - BANKING
Northumbria University
2022.09 - 2023.06
Customer Onboarding Analyst
UNITED BANK FOR AFRICA NIGERIA
2021.05 - 2022.08
KYC Analyst
ECOBANK NIGERIA LTD
2019.07 - 2021.05
Higher National Diploma - Accounting
Moshood Abiola Polytechnic
2015.11 - 2018.03
Diploma of Higher Education - Accounting
Gateway ICT Polytechnic SAAPADE
2011.11 - 2013.05
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