Fiona Mwangi
Summary
With an extensive background in KYC analyst and customer support, both in-person and remotely, I have proven
success in guiding clients through the onboarding process and ensuring seamless integration and satisfaction. I excel in
building strong client relationships, resolving issues efficiently, and delivering exceptional service. Managing multiple client accounts and fostering a positive client experience is where I thrive. My widely recognized strengths include
excellent communication, attention to detail, and a proactive approach to problem-solving.
Overview
8
8
years of professional experience
Work History
Administrative Support Coordinator
Scope Markets Global
Nairobi
04.2024 - Current
- Act as the primary point of contact for clients from the initial onboarding phase through their ongoing relationship with the company.
- Address client inquiries and resolve issues promptly, ensuring a high level of customer satisfaction.
- Ensure that client issues and requests are communicated effectively to the relevant departments and resolved in a timely manner.
- Ensure all client interactions, documentation, and processes adhere to regulatory and company standards.
Back Office Officer
Scope Markets Global
Nairobi
09.2023 - 03.2024
- Ensure that all KYC processes adhere to local and international regulatory requirements, including AML (Anti-Money Laundering) and CTF (Counter-Terrorism Financing) laws.
- Implemented recommended changes resulting in improved efficiency and accuracy.
- Worked in partnership with various departments including compliance, legal, and risk management to address compliance matters and regulatory inquiries.
- Conducted thorough EDD procedures on high-risk clients and entities.
KYC Analyst
Scope Markets Global
Nairobi
07.2022 - 08.2023
- Worked closely with the Kenya Compliance Manager to ensure thoroughness in compliance checks by leveraging KYC expertise for effective implementation of the Compliance Monitoring Programme.
- Ensured regular customer due diligence, monitoring, and control activities were conducted efficiently and effectively.
- Assisted in gathering and analyzing information for both internal and external disputes, leveraging knowledge gained from KYC procedures to achieve accurate and efficient dispute resolution.
- Addressing and resolving compliance-related queries from the business while utilizing KYC experience to provide informed and timely responses.
Key Account Manager
Scope Markets Global
Nairobi
03.2022 - 06.2022
- Developed and fostered enduring relationships with important clients, ultimately enhancing customer satisfaction and fostering loyalty.
- Explored existing accounts for potential business expansion through thorough comprehension of client needs and provision of personalized solutions.
- Collaborated with cross-functional teams to deliver superior service and products to key accounts.
- Maintained oversight of account performance metrics, performed data analysis, and produced regular reports for senior management to facilitate well-informed decision-making.
Telesales Representative
Jiji Kenya
Nairobi
03.2020 - 07.2021
- Achieved high customer satisfaction ratings through prompt resolution of issues or complaints.
- Prospected leads, made cold calls, and negotiated advantageous deals to generate sales.
- Fostered relationships with potential clients, delivering in-depth explanations of company solutions.
- Successfully engaged with prospects via outbound calling, resulting in increased conversion of sales leads.
Customer Service Representative
Techno Brain Group
Nairobi
11.2016 - 12.2018
- Responded to customer inquiries swiftly and effectively across multiple channels including phone,
email, and chat, ensuring customer satisfaction. - Provided customers with precise and comprehensive information about products and services,
enhancing their understanding and decision-making process. - Managed and updated customer records meticulously, documenting all interactions accurately to
maintain a high level of service. - Utilized CRM software to track and manage customer interactions, leading to an improvement in the quality of customer service.
Education
BBA - Business Administration
University of The People
Nairobi08-2024
High School Diploma -
Continental College of Business
Nairobi10-2012
Skills
- Problem-Solving
- Due diligence
- Active Listening
- Time management abilities
- Decision-Making
- CRM Software
- Complaint Handling
References
References available upon request.
Timeline
Administrative Support Coordinator
Scope Markets Global
04.2024 - Current
Back Office Officer
Scope Markets Global
09.2023 - 03.2024
KYC Analyst
Scope Markets Global
07.2022 - 08.2023
Key Account Manager
Scope Markets Global
03.2022 - 06.2022
Telesales Representative
Jiji Kenya
03.2020 - 07.2021
Customer Service Representative
Techno Brain Group
11.2016 - 12.2018
BBA - Business Administration
University of The People
High School Diploma -
Continental College of Business
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