Customer Relations & CDD Manager with Leadership Distinction
Resume:
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CONTACT
KENNESAW, GA, GA *****
*************@*****.***
SKILLS
Customer Relationship Management Software (CRM)
Personnel training and development
Budgeting and reporting
Inter-department collaboration
Effective problem solver
Training and mentoring
Research and due diligence
Microsoft Outlook, Word and Excel
Complaint resolution
Account updates
Effective workflow management
CRM
Exceptional telephone etiquette
CERTIFICATIONS
PM-Project manager Certification
AML- Anti Money Laundry
KYC- Know Your Customer
LANGUAGES
English
Full Professional
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
WORK HISTORY
February 2022 - Current
Customer Due Diligence Manager USAA, Atlanta, GA
Supervise daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Delegate tasks to existing support team members and use cloud-based tools to help solve complex business issues.
Collaborate with finance department on invoicing accuracy for applicable products, services, software and logistics.
Performing duties and provided service in accordance with established operating procedures and company policies.
Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Establish performance and service goals and hold associates accountable for individual performance.
Handle complaints provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Partner with business leaders to deliver services that support company objectives and consistent with corporate values.
Scheduling and attending meetings with clients and prospective clients as requested.
Develop and implement standards for staff to provide consistent service to customers.
Monitor metrics and develop actionable insights to improve efficiency and performance.
Managing customer relations on ongoing basis to maximize customer retention.
Conduct training and mentoring team members to promote productivity and commitment to friendly service.
Create activities and engagements to enhance customer experience, knowledge and patronage.
April 2019 - December 2021
Compliance Analyst Google, Atlanta, GA
Stayed current with the latest changes to applicable regulatory standards and company procedures.
Reviewed audit and monitoring reports related to consumer and client activities.
Prepared documentation and records for upcoming audits and inspections.
Developed improvement and corrective action plans to bring operations in line with requirements.
Assisted investigation and risk management teams with fraud investigations and risk identification.
Communicated materials documentation deficiencies to project engineer, project staff and design-builder.
Enforced compliance with complex state and federal laws, rules and regulations for industry.
Documented noncompliance activities and communicated with design-builder on remediation.
Advised clients on compliance fraud and investigations, as well as potential remedies and required actions.
Identified gaps in existing compliance processes and recommended updates.
Directed activities of workers searching records and provided technical guidance as necessary.
Assessed fees related to registration of property-related documents.
Assisted with development of compliance objectives and strategies.
Took notes on field examinations and specific case details, updated databases and produced reports outlining results of investigations.
Determined licensing eligibility by examining test results and comparing against established structures.
Maintained composure in stressful situations, confrontations, interviews and records searches.
February 2008 - September 2018
Network Solution Manager MTN Satellites Communication, Lagos. Nigeria
Analyzed Windows server business to identify spending trends, whitespace and growth opportunities, compliance issues and assisted account teams in target account development.
Delivered pre-sales technical support for Windows server and desktop virtualization.
Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
Supported implementation of warehouse management system software applications to enable centralized management of tasks.
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Oversaw development and implementation of improvements to support and network operations.
Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Proven ability to learn quickly and adapt to new situations.
Provided professional services and support in a dynamic work environment.
Developed and maintained courteous and effective working relationships.
Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
Self-motivated, with a strong sense of personal responsibility.
EDUCATION
02/2008
Bachelor of Arts Philosophy
Olabisi Onabanjo University, Ogun-State, Nigeria
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GINA ONYEANI
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