Experience

TCWGlobal (formerly TargetCW)

• United States
• Staffing and Recruiting
• 200 - 300 Employee

• • Mar 2020 - Present

  •Principal point of contact for VIP customer issues when they arise and troubleshoot problems to ensure a rapid resolution with the servicedelivery team. I currently hold a daily resolution average of 10 cases.•By providing product feedback, suggestions, and escalations to other divisions, I interact with cross-functional teams to improve the overallclient experience.• I thoroughly examine new VIP client's onboarding application to ensure completeness, verify that the risk level falls 99% below theanticipated threshold, and resolve any AML concerns. Perform OFAC sanctions & PEP/Negative News search, using RDC application andapprove or deny application based on screening results.• When collaborating with the product development team to enhance our offerings and solutions, I also speak for the VIP customer'sperspective.• I effectively address VIP clients account access issues by setting up video calls( via Zoom), confirming identity, and helping them to regainaccess to account while adhering to all internal security protocol.• I provide VIP clients with post-purchase assistance, which includes account funding, data reconciliation, and general assistance with usingour platform(Via email, Zendesk). And consistently meet agreed-upon SLAs by delivering timely communication, ensuring 100% satisfactionrate for the client's expectations Show less

• • Jun 2018 - Mar 2020

  • Thoroughly review new client’s application to check for completeness, risk level and to address AML concerns following internal guideline,• Guide new and existing clients through product/feature development and/or updates. • Effectively resolve client’s account access issues by verifying client’s identity and assist them to regain access to account following all internal security protocols using Zendesk ticketing system.• Providing live chat support to client on all range of after sales inquiries/ issues/requests and liaising with the relevant department to ensure quick resolutions.• Converting unresolved live chat cases/issues/enquiries into tickets and escalate to appropriate department for resolution, while keeping client updated on the resolution progress.• Consistently deliver timely communication by sticking to agreed SLAs, thereby ensuring the client’s expectations are properly managed Show less



Zenith Bank Plc

• Nigeria
• Banking
• 700 & Above Employee

• • May 2009 - May 2017

  • Relationship Management: I was responsible for meeting the banking need of both existing and new corporate clients of the Bank by providing exceptional service, personalized products (such as Internet banking products, mobile banking, POS customization, etc.) and financial advisory services.• Business/Product Development: Part of my responsibilities also includes identification of new business opportunity from emerging sectors/markets and to structure products to meet the sector's banking needs.• Risk Asset Management: I was also responsible for the creation of risk Asset portfolios in line with the Bank's credit requirements and to conduct periodic performance reviews of these risk Asset portfolios highlighting the necessary credit ratings/recommendations.• Retail Marketing and Private Banking: I was also responsible for the creation and marketing of the Bank's retail products to meet specific needs of both existing and prospective retail clients• AML & KYC Review: Responsible for ensuring that the KYC documents of the bank's clients are periodically updated. And client's business are periodically reviewed to ensure that they operations meets the bank's AML policies. Show less

• • Jul 2008 - May 2009

  •The first point of contact when entering the bank, and exhibited professional behavior during customer interactions.•In charged of posting of tickets for both deposit and withdrawal of cash and cheque transactions.•Responsible for the daily reconciliation of departmental ledger books.•Responsible for ATM reconciliation and monitoring. And introduced a daily reporting system which enabled us reconcile a six months old pending transaction•Responsible for generating of weekly Branch management report on ATM transactions and issues. Show less



Pensions Alliance Limited

• Enugu

• Pension Relationship Officer

  • Oct 2006 - Feb 2007

  • Sales of Pension products: Responsible to sale pension products to employee of both public and private sector institutions and establishments. I opened a total of 500 pension accounts in two months. • Relationship Management: Responsible for excellent customer service delivery to clients and providing solutions/feedback to customers enquires. This includes, current pension balance, statement of account, access to voluntary pension contributions, etc. • Sales of Pension products: Responsible to sale pension products to employee of both public and private sector institutions and establishments. I opened a total of 500 pension accounts in two months. • Relationship Management: Responsible for excellent customer service delivery to clients and providing solutions/feedback to customers enquires. This includes, current pension balance, statement of account, access to voluntary pension contributions, etc.