CYNTHIA SOMTOCHUKWU NWANNA
Compliance Specialist | Team Lead
Tallinn, Estonia,Tallinn
Summary
Results-oriented professional with a strong focus on people management, effective communication, time management, problem-solving, and organizational skills. Committed to supporting teams in successfully completing projects and achieving set goals. Eager to learn about the company's management standards and make a positive impact. Motivated, enthusiastic, hardworking, and goal-oriented with a successful academic and professional track record. Seeking a challenging opportunity with a reputable company to work efficiently alongside experts and utilize adequate resources. Always striving for excellence and precision, possesses strong communication skills and the ability to build relationships. Recognized for dedication to team collaboration and achieving results. Adaptable, reliable, and able to support colleagues while responding to changing needs. Recognized for integrity, determination, and results-driven approach in communication, problem-solving, and client relations.
Overview
6
6
years of professional experience
17
17
years of post-secondary education
7
7
Certifications
Work History
Global Business Due Diligence Agent
Wise
Tallinn, Tallinn
01.2023 - Current
- Perform Due Diligence on existing, new and/or potential customers based on risk mitigation controls and certain trigger events
- Exercise discretion in setting priorities, identifying customer records that require further review and taking action to obtain and follow-up on the information and/or documentation requested
- Communicate with customers when required to handle escalated or complicated cases with strong customer empathy as well as clear communication of decisions and policies;
- Maintain basic understanding of AML/CFT Regulations and how these impact the business, as well as Wise products and Services;
- Provide guidance and responses to daily inquiries from peers, front-line and management regarding due diligence matters and case analysis, when appropriate;
- Have a deep understanding of different business models, customer types, country risks and regulatory requirements across multiple geographies;
- Support Wise in internal and external audits and regulatory due diligence process related queries reviews
Interim Customer Support Team Lead
Wise
04.2024 - 07.2024
- Lead, mentor, and coach a team of customer support agents to ensure team meet or exceed performance expectations
- Foster a positive team environment focused on enthusiasm, professional growth, and high performance
- Conduct regular team meetings, performance reviews, and one-on-one sessions with team members
- Monitor and manage agents metrics, including response times, resolution rates, and customer satisfaction scores
- Improved team resolution rate from 60 % to 95 % by end of quarter
- Develop and implement strategies to enhance the customer service experience
- Managed to improve team quality from 83% to meeting and exceeding target of 95% by end of Quarter.
- Collaborate with other departments to optimize workflows and ensure consistent and efficient service delivery
- Lead or participate in projects that aim to improve customer service operations and overall customer experience
- Analyze data and generate reports on team performance, customer feedback, and key performance indicators (KPIs)
- Utilize data insights to make informed decisions and improve team performance
- Present findings and recommendations to senior management
Customer Support Associate
Wise
Tallinn, Tallinn
04.2024 - 04.2024
- Help customers have the best experience possible with Wise product while working across email, phone and chat
- Go above and beyond the call of duty: work with less supervision and solve complex problems working with other teams
- Work autonomously
- Contribute to team effort by accomplishing related results as needed
- Follow communication procedures, guidelines and policies set by the company
Trading Operations Specialist
Swappie
Tallinn, Tallinn
07.2022 - 07.2022
- Identified operational constraints in the return process and implemented optimized methods to reduce RMA capital while optimizing unit throughput
- Managing direct communication channels with suppliers, meticulously maintaining precise financial records to ensure swift and accurate reconciliation
- Through close coordination with suppliers, promptly addressed issues and fostered enduring relationships to bolster collaboration
- Leveraging the Oracle Netsuite ERP System, I efficiently oversaw the management of inventories, orders, returns, and financial records, leading to decreased processing times and heightened accuracy
- By collaborating seamlessly with cross-functional teams, I ensured the alignment of strategies to effectively achieve corporate objectives
- Inform suppliers about the ordering process and follow up on Financial records and credit note allocation
- Prepare RMA-reports and communicate effectively with suppliers/ Vendors
- Reducing the capital required for the RMA process
- Return material authorization support
Robot Operator
Starship Technologies
11.2021 - 05.2022
- Oversee the robots during their autonomous operations
- Operate the robot in a safe and sensible manner in certain traffic situations
- Log and report any issues to relevant teams
- Observing robots remotely and being ready to assist in unexpected situations
- Maintaining professional composure in social situations
- Acting as a public ambassador and representative for Starship
- Perform other duties and responsibilities as required or requested
Customer Experience Technical Specialist
Swappie
11.2021 - 11.2021
- Act as the Go to person between customer supports, warranty and Operations
- Provide potential and existing customers with exceptional customer experience
- Work closely with various internal departments to optimize customer experience and promote brand awareness
- Manage and lead CX quality improved checkers team
- Collaborating with customer support specialists, warranty and operations teams to optimize customers journey and improve overall customer satisfaction
- Communicate and escalate customers issues to the necessary departmental personnels in charge and work closely with them to ensure customers issues are resolved on time without compromising quality
- Identifying customer needs and taking proactive steps to maintain positive experiences
- Respond and interact with customer support specialists in a timely, professional and effective manner across all platforms
- Carryout investigations, to ascertain and tackle areas where customers seem to be having similar issues
- Provide solutions to customer support queries and assist in achieving highest customer satisfaction
Senior Production Specialist
Swappie
05.2021 - 05.2021
- Monitor and report job status to inter-connected departments
- Ensure phones and all models, specifications are properly diagnosed before moving them to the next stage and flashing phones when applicable
- Complete knowledge of the software system for diagnostics and how it works
- Recording and writing appropriate error codes for investigation
- Ensure timely delivery of work by monitoring and managing ongoing workflow
- Provide technical support to team members in their assigned job duties
- Maintain production documentation and generate routine and ad-hoc reports
- Perform order fulfillments
- Having a deep understanding of the phone grading system and being able to grade phones based on the organization's guidelines
- Ensure phones set to grading meet Swappie standards and customer specifications to maintain a high level of customer satisfaction and loyalty
Coding Instructor
Whitehart Junior
03.2020 - 03.2021
- Provided feedback to parents using positive reinforcement techniques
- Conducted student assessments and provided appropriate feedback to students and Parents
- Reviewed class materials with students by discussing working solutions to problems
- Researched and recommended textbooks and other equipment to compliment tutoring
- Tutored students in basics of coding, JavaScript, developing game applications, animations, etc
- Conduct over 20 live classes daily with students from the U.S.A and India
- Ensure highest level of student's satisfaction by providing best quality of service
- Convert demo students to paying students and improving company overall success and maintaining brand loyalty
Customer Service Representative
Gezzycouture Limited
Nigeria, Abuja
01.2019 - 12.2019
- Responsible for developing customer relationships that promote retention and loyalty
- Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
- Ensuring that customer feedback is heard by the organization
- Improve the company's social appearance
- Contribute to team effort by accomplishing related results as needed
- Answering customer calls daily for troubleshooting, information, renewal of services and transferring calls to different departments when necessary
- Help increase in store revenue through special offers and customer sales
- Follow communication procedures, guidelines and policies set by the company
Education
Masters - International Business Administration
Estonian Entrepreneurship University of Applied Sc
Estonia 02.2020 - 01.2022
Bachelor's - BCA
Bangalore University
India 01.2014 - 01.2017
West African Examination Council -
New Era College
Nigeria 01.2010 - 01.2013
First school leaving certificate -
Our Lady's School
Nigeria 01.2000 - 01.2009
Skills
Zendex
Twilio
PowerBI
NetSuite
Asana
Monday
Jira
Excellent communication
Solution provider
Time management skills
People management skills
Resource management skills
Empathetic
Customer centric
Analyze ambiguous data
Personal responsibility
Accountability
Organizing
Coordinating
Passion for excellence
Team player
Administrative skills
Organizational skills
Management skills
Eager to learn
Effectively communicate
Strategic decision making skill
Emotional intelligence
Customer / Client Service Orientation
Atlassian
Proficient in Google Suite
Html5
Css3
JavaScript
PHP
MySQL
Bootstrap3
Bootstrap4
Angular-js
JQuery
WordPress
C
Client relationship building
Inter-department collaboration
Certification
Customer service leadership certification
Timeline
Leadership Essentials
07-2024
Interim Customer Support Team Lead
Wise
04.2024 - 07.2024
Customer Support Associate
Wise
04.2024 - 04.2024
Customer service leadership certification
12-2023
Customer service problem solving and troubleshooting
01-2023
Customer success management fundamentals
01-2023
Global Business Due Diligence Agent
Wise
01.2023 - Current
Anti money laundering concepts: AML, KYC & Compliance. Certification.
11-2022
Business Analysis and process management
11-2022
Google project management certification
09-2022
Trading Operations Specialist
Swappie
07.2022 - 07.2022
Robot Operator
Starship Technologies
11.2021 - 05.2022
Customer Experience Technical Specialist
Swappie
11.2021 - 11.2021
Senior Production Specialist
Swappie
05.2021 - 05.2021
Coding Instructor
Whitehart Junior
03.2020 - 03.2021
Masters - International Business Administration
Estonian Entrepreneurship University of Applied Sc
02.2020 - 01.2022
Customer Service Representative
Gezzycouture Limited
01.2019 - 12.2019
Bachelor's - BCA
Bangalore University
01.2014 - 01.2017
West African Examination Council -
New Era College
01.2010 - 01.2013
First school leaving certificate -
Our Lady's School
01.2000 - 01.2009