Uchenna Marryzana Eze
Tallinn
Summary
Experienced Customer Support & Compliance Professional with over 5 years in fintech and global customer service. Demonstrates expertise in surveillance, KYC/AML compliance, and team leadership. Proven ability to lead support operations, conduct high-level investigations, and deliver excellent service across email, phone, chat, and social media platforms. Proficient in compliance processes including SAR filing, risk assessment, and due diligence. Known for clear communication, attention to detail, and a customer-first approach.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Surveillance Analyst
Wise- Hybrid
06.2023 - Current
- Conducted in-depth reviews of account activity, including thresholds, login behavior, and high-risk geographies.
- Investigated suspicious keywords, fraudulent transactions, and PEP/sanction matches.
- Filed detailed Suspicious Activity Reports (SARs), supporting Wise’s AML obligations.
- Performed KYC/KYB checks and reviewed customer appeals while ensuring compliance.
- Documented comprehensive reports and collaborated with cross-functional teams on compliance improvements.
Advanced AI Data Trainer
Invisible Technologies
01.2024 - 02.2025
- Worked on training AI systems by providing high-quality human feedback and data labeling to improve model accuracy and performance.
- Reviewed and refined AI-generated content for clarity, consistency, and tone across various use cases (e.g., customer service, technical writing, conversational AI).
- Maintained high-quality output while working with complex and detailed instructions from clients and project leads.
Customer Support Specialist
Wise- Hybrid
06.2022 - 06.2023
- Delivered high-quality support across email, chat, and phone channels.
- Troubleshot technical and financial issues while adhering to compliance standards.
- Collaborated with team leads to escalate complex cases and improve workflows.
- Trained and mentored new support agents, helping reduce onboarding time and boost first-contact resolution.
- Developed internal guides and FAQs to streamline support responses and promote knowledge sharing.
Social Media Team Lead
Mama Money
08.2021 - 06.2022
- Led a social media support team, ensuring timely and effective responses.
- Aligned communication strategies with marketing and support goals.
- Enhanced engagement through real-time response protocols and streamlined processes.
- Designed and delivered training sessions to upskill team members in social engagement, tone, and issue handling.
- Created knowledge base content and response templates to ensure consistency across channels.
Customer Support Specialist
Mama Money
08.2020 - 08.2021
- Provided peer coaching and product knowledge sessions to improve team competency.
- Resolved customer queries and verified documentation in compliance with regulations.
- Enhanced client retention by serving as an escalation point for complex issues.
Customer Care Assistant
Unilever Webhelp
05.2019 - 05.2020
- Provided customer service to a global client base across multiple channels.
- Conducted multilingual support and quality reviews, improving satisfaction and loyalty.
- Assisted businesses with order inquiries, product recommendations, and stock-related issues.
- Provided distributor lists and guidance to partners and resellers.
- Handled customer and business queries related to product health concerns, ensuring accurate information and compliance with health standards.
Education
Bachelor of Arts in Strategic Communication -
University of Johannesburg
01.2021
Diploma of Higher Education in Nursing -
Empilweni Nursing School
01.2017
Skills
- Compliance & Risk: KYC, KYB, AML, SAR Filing, Due Diligence, PEPs Review
- Customer Support Tools: Zendesk, Salesforce, Twilio, Freshdesk, Jira, Retool
- Leadership: Team Management, Workflow Optimization, Training & Onboarding
- Technical Tools: GitLab, Amazon Workspace
- Communication: Multichannel Support (Phone, Email, Chat, Social Media), Escalation Handling
Skills
Certification
- Customer Service Certified - Unilever (Webhelp)
- Kwalanga Service Excellence for Call Center Agents
- Project Management Fundamentals - Udemy
Timeline
Advanced AI Data Trainer
Invisible Technologies
01.2024 - 02.2025
Surveillance Analyst
Wise- Hybrid
06.2023 - Current
Customer Support Specialist
Wise- Hybrid
06.2022 - 06.2023
Social Media Team Lead
Mama Money
08.2021 - 06.2022
Customer Support Specialist
Mama Money
08.2020 - 08.2021
Customer Care Assistant
Unilever Webhelp
05.2019 - 05.2020
Diploma of Higher Education in Nursing -
Empilweni Nursing School
Bachelor of Arts in Strategic Communication -
University of Johannesburg
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