Fiona Mwangi
Nairobi, Nairobi Province
Summary
Experienced in KYC analysis and customer support, have a track record of successfully guiding clients through onboarding and ensuring seamless integration and satisfaction. Excels in building strong client relationships, efficiently resolving issues, and delivering exceptional service. Thrives in managing multiple client accounts and fostering a positive client experience. Recognized for excellent communication, attention to detail, and a proactive problem-solving approach.
Overview
8
8
years of professional experience
Work History
Administrative Support Coordinator
Scope Markets Global
03.2024 - Current
- Served as primary contact for over 100 clients, managing onboarding and ongoing relationships with company, resulting in 95% client retention rate.
- Addressed and resolved client inquiries within 24 hours on average, contributing to 98% customer satisfaction rate.
- Successfully communicated and facilitated resolution of over 200 client issues and requests with relevant departments, achieving 90% resolution rate within 48 hours.
- Ensured 100% compliance with regulatory and company standards across all client interactions, documentation, and processes.
Back Office Officer
Scope Markets Global
09.2023 - 03.2024
- Ensured 100% compliance of all KYC processes with local and international regulatory requirements, including AML (Anti-Money Laundering) and CTF (Counter-Terrorism Financing) laws.
- Implemented recommended changes that increased operational efficiency by 25% and accuracy by 30%.
- Collaborated with compliance, legal, and risk management departments to successfully address over 50 compliance matters and regulatory inquiries within stipulated timelines.
- Conducted thorough Enhanced Due Diligence procedures on more than 100 high-risk clients and entities, reducing potential risk exposure by 40%.
KYC Analyst
Scope Markets Global
07.2022 - 08.2023
- Supported Know Your Customer processes for numerous prospective and existing customers, ensuring 100% compliance with regulatory standards.
- Conducted thorough customer due diligence checks, leading to significant reduction in compliance breaches.
- Analyzed and researched customer profiles to determine risk ratings, improving risk assessment accuracy.
- Managed and safeguarded large volume of client records, maintaining strict confidentiality and 100% adherence to internal information handling policies.
Key Account Manager
Scope Markets Global
03.2022 - 06.2022
- Cultivated lasting relationships with key clients, significantly increasing customer satisfaction and boosting client retention.
- Identified and pursued opportunities for business expansion, leading to revenue growth from existing accounts through tailored solutions.
- Worked with cross-functional teams to enhance service and product delivery, improving key account satisfaction.
- Monitored account performance metrics, conducted data analysis, and generated detailed reports for senior management, contributing to enhanced strategic decision-making efficiency.
Telesales Representative
Jiji Kenya
03.2020 - 01.2022
- Expanded client base by 30% through proactive prospecting and building strong relationships with potential customers.
- Handled 50+ inbound calls daily, converting 20% into new clients.
- Reduced average call handling time by 25% by quickly resolving customer issues.
- Boosted sales by 40% by identifying customer needs and presenting tailored solutions.
Customer Service Representative
Techno Brain Group
11.2016 - 12.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure and resolving 90% of disputes within 24 hours.
- Assisted customers with navigating company website and placing online orders, improving user experience ratings by 25%.
- Resolved customer complaints with empathy, increasing customer loyalty by 20% and repeat business by 15%.
- Developed rapport with customers through active listening skills, leading to 30% increase in retention rates and 40% rise in positive client feedback.
Education
BBA -
University of The People
Nairobi, Nairobi Province, Kenya 01.2026 -
High School Diploma -
Continental College of Business
Nairobi, Nairobi Province, Kenya 04.2001 -
Skills
CRM Software
Complaint Handling
Customer Inquiry Management (CIM)
Complaint resolution
Microsoft Office
Customer Service
Problem-Solving
Time Management
Customer Engagement
Cross-selling products and services
Account Management
Relationship Building
Languages
English
Native language
Timeline
BBA -
University of The People
01.2026 -
Administrative Support Coordinator
Scope Markets Global
03.2024 - 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 - 01.2022
Customer Service Representative
Techno Brain Group
11.2016 - 12.2019
High School Diploma -
Continental College of Business
04.2001 -
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