Summary
Overview
Work History
Education
Skills
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Certification
Languages
Affiliations
Achievement
References
Timeline
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MARY ILESANMI

MARY ILESANMI

Bolton,Manchester

Summary

A highly focused individual with exceptional organization and investigation skills set a. Knowledgeable in current standards and best practices for reliable, up-to-date guidance. Well-organized and self-motivated for punctual task planning and delivery with meticulous duties and experience in investigating businesses, recording findings, and preparing reports. Deep knowledge of existing government regulations and best practices.

Overview

5
5
years of professional experience
7
7
years of post-secondary education
1
1
Certification

Work History

Regulatory compliance manager

VPDMoney
Lagos
01.2021 - 01.2024
  • Oversaw implementation of corrective actions and monitored response to identified issues and audits
  • Prepared and maintained compliance reports for management review
  • Monitored and evaluated compliance systems and processes to identify areas of improvement
  • Participated in meetings with regulators as needed regarding compliance topics
  • Evaluated new products and services before launch for potential compliance issues
  • Collected and organized internal information to support the execution of audits.
  • Supported the creation of training materials to educate employees on regulations and theimpact of non-compliance.
  • Investigated suspicious, irregular, or non-regulatory compliant activities.
  • Reviewed public-facing content to protect the company from liability due to misleading claims.
  • Monitored and reported on industry compliance with relevant legislation and regulatory bodies
  • Responded to compliance-related queries, keeping up to date with changes to regulations.
  • Guided legal requirements related to the organization's operations.
  • Ensured company policies were implemented and adhered to by customers of over 40,000 and staff of over 20

Customer Success Representative and Fraud Analyst

PiggyTech Limited
Lagos
05.2023 - 09.2023
  • Created detailed reports on customer interactions for further analysis by management
  • Utilized effective communication techniques to provide accurate information and updates to customers
  • Assisted with onboarding activities for new customers including account setup and configuration
  • Managed multiple projects concurrently while meeting tight deadlines
  • Developed strong relationships with customers to ensure satisfaction and loyalty
  • Provided exceptional customer service, resolving inquiries and complaints promptly
  • Evaluated customer feedback regarding product and service quality and suggested improvements.
  • Used Microsoft Word and other software tools to create documents and clear communications.
  • Generated Key Performance Indicator reporting to drive better performance.
  • Managed proper tiering and KYC modification of all customers and users.
  • Managed proper and appropriate onboarding of all users, while following regulatory policies and regulations guiding financial sectors.

Customer Support Executive and Operations Officer

Vogue Web Solutions
Lagos
10.2018 - 12.2020
  • Monitored employee activities to detect any potential violations or risks of noncompliance
  • Worked collaboratively with corporate personnel to resolve identified compliance issues
  • Scheduled and initiated appropriate follow-up action to verify correction of violations
  • Created processes for responding to compliance inquiries from stakeholders
  • Responded to forwarded calls with knowledgeable assessments of individual issues and solutions
  • Provided customer support by responding to inquiries and resolving customer issues promptly
  • Tracked customer satisfaction levels using surveys or other methods and reported findings back to management regularly
  • Suggested appropriate upsells and cross-sells when applicable during conversations with customers
  • Continuously updated job knowledge by participating in educational opportunities such as webinars, conferences
  • Responded to customer complaints with empathy, patience, and understanding
  • Performed additional duties as assigned by management such as training new hires or designing FAQ sheets for customers
  • Identified opportunities to improve customer experience through feedback analysis and suggesting process improvements
  • Relayed information derived from customer service interactions for improving value chain efficacy
  • Maintained accurate records of customer interactions
  • Advised team members on best practices for delivering superior customer service experiences.
  • Audited calls and service levels to maintain high standards.
  • Resolved complaints with proactive problem-solving and analysis.
  • Handled live chat queries within strict timeframe targets, with over 25% success.

Education

Bachelor of Arts - History and international studies

Osun state university
Nigeria
01.2012 - 09.2016

Master of Arts - African and disapora sudies

University of Lagos
Nigeria
08.2021 - 08.2023

Skills

  • Senior Leadership Support
  • Active Listening
  • Verbal and Written Communication
  • Account Management
  • Microsoft Word
  • Microsoft Excel
  • Staff Training
  • Quality Assurance Controls
  • Professional Telephone Demeanour
  • Customer Relationship Management
  • Quality Control
  • Critical Thinking
  • Problem-Solving Ability
  • Call center Operations
  • Implementing policy and procedure
  • Ability to assess compliance vulnerabilities and risk

Certification

  • Georgia Institute of Technology Coursera Write Professional Emails in English
  • Piston and Fusion Customer Relationship Management
  • Fundamentals of Anti-Money Laundering Combating the Financing of Terrorism (AMLICFT) Exitum Consulting
  • FATF Recommendations on High-Risk customers and activities- Udemy
  • Foundations of Cyber security- Coursera

Languages

English

Affiliations

  • Reading, Traveling and networking, and cooking

Achievement

* Assisted with the proper KYC and tiering of thousands of users of a long-running digital platform.


* Assisted with creating upgraded versions of a digital App, while following regulatory policies.


* Created and modified the back-end compliance dashboard of a Fintech.

References

References available upon request.

Timeline

Customer Success Representative and Fraud Analyst

PiggyTech Limited
05.2023 - 09.2023

Master of Arts - African and disapora sudies

University of Lagos
08.2021 - 08.2023

Regulatory compliance manager

VPDMoney
01.2021 - 01.2024

Customer Support Executive and Operations Officer

Vogue Web Solutions
10.2018 - 12.2020

Bachelor of Arts - History and international studies

Osun state university
01.2012 - 09.2016

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MARY ILESANMI