Customer Success & Operations Leader with 20+ Years Experience

Nanette Mulongo

Plano, TX ***** 469-***-**** **************@*****.***

PROFILE

Customer Success and Operations professional with 20+ years of experience supporting high-volume client environments across financial services and banking. Proven ability to deliver smooth onboarding experiences, resolve complex account and platform issues, and support users through fast-moving, technology-driven workflows. Skilled in CRM systems, cross- functional collaboration, and providing clear, human-centered support to diverse user groups. Known for responsiveness, ownership, and strong follow-through while managing 70–80+ daily interactions in high-pressure environments. Brings a customer-first mindset with a focus on improving user experience, reducing friction, and ensuring seamless adoption and engagement.

CORE COMPETENCIES

Customer Support & User Experience (B2B /

High-Volume Environments)

Client Onboarding & Account Setup (End-to-End

Lifecycle Support)

CRM Platforms (Salesforce & Internal Systems)

Cross-Functional Collaboration (Product,

Operations, Technical Teams)

High-Volume Client Engagement (70–80+ Daily

Interactions)

Escalation Management & Issue Resolution

Root Cause Analysis & Problem Solving

Data Accuracy, Documentation & Process

Compliance

Workflow Optimization & Continuous Improvement

Stakeholder Communication (Clients, Institutional Partners, Internal Teams)

User Training, Enablement & Support

Documentation

EXPERIENCE

Crump Insurance Company — Plano, TX (Remote)

Licensed Life Insurance Agent & Financial Advisor Aug 2024 – Present

Serve as primary client contact, managing end-to-end relationships, and guiding individuals through structured onboarding, application, and account setup processes.

Conduct detailed needs assessments and deep-dive client evaluations to deliver tailored recommendations aligned with individual profiles and requirements.

Resolve account discrepancies, application issues, and profile inconsistencies, ensuring seamless onboarding completion while mitigating risk exposure.

Partner with underwriting and internal operations teams to investigate escalations and resolve complex client and system-related issues efficiently.

Maintain accurate CRM-style documentation and compliance records, ensuring data integrity, regulatory adherence, and continuity of service across all client interactions. Sammons Financial Group — Plano, TX (Remote)

Customer Success & Support Specialist Oct 2024 – Feb 2026

Managed 70+ daily inbound customer requests in a high-volume support environment, ensuring timely resolution and strong user experience.

Supported account setup, billing inquiries, and troubleshooting for clients across multiple service workflows.

Served as first point of contact for issue resolution, guiding users through systems, processes, and account-related questions.

Collaborated with operations and technical teams to escalate and resolve complex system and account issues.

Maintained 97%+ first-contact resolution while ensuring accurate documentation in CRM and internal platforms. Page 2

Transamerica Life Insurance Company — Plano, TX (Remote) Customer Service Specialist Jul 2022 – Oct 2024

Delivered front-line customer support for users navigating account updates, corrections, and service requests.

Supported high-volume account activity (80+ daily cases), ensuring accuracy, responsiveness, and consistent follow-through.

Resolved complex user issues in time-sensitive and high-pressure environments requiring clear communication and empathy.

Documented all interactions in internal CRM systems to ensure service continuity and compliance.

Partnered with internal teams to escalate and resolve technical and account-related issues efficiently. Hebron Healthcare Services — Dallas, TX (Hybrid)

Branch Operations Supervisor Jun 2018 – May 2022

Directed branch operations, overseeing scheduling, logistics, inventory, and staff performance.

Managed daily operational workflows, including scheduling, intake processes, and service coordination.

Improved client intake and workflow efficiency by 20% through process optimization and system improvements.

Supported staff training on customer service standards, documentation, and compliance procedures.

Ensured accurate records management and coordinated cross-departmental service delivery. First Bank of Nigeria (FBN) — Kinshasa, DRC

Client Relationship & Portfolio Manager May 2014 – Apr 2018

Managed high-value client portfolios and structured onboarding for institutional and private clients.

Led a team of 26 relationship managers supporting client lifecycle management and engagement workflows.

Increased assets under management by 30% through improved client onboarding and retention strategies.

Oversaw account setup, service delivery, and issue resolution for complex client needs. Rawbank S.A.R.L. — Kinshasa, DRC

Client Success & Account Manager Mar 2010 – Dec 2013

Managed onboarding and ongoing account support for private and corporate clients.

Delivered tailored solutions to support client needs across banking, lending, and treasury services.

Generated $40M+ in new business through structured client engagement and relationship management.

Maintained high client satisfaction through proactive issue resolution and account support. Citibank – Corporate Banking — Irving, TX (On-Site) Citi Service Officer Jun 2006 – Jan 2011

Supported corporate clients with onboarding, account setup, KYC verification, and service troubleshooting.

Collaborated with operations, technology, and compliance teams to resolve system and account issues.

Ensured accurate documentation and consistent service delivery across all client interactions.

Provided structured support for complex client service requests in a regulated banking environment. EDUCATION

Administration Management (Undergraduate) — University of Phoenix, Arizona Aug 2023 – May 2027

LICENSES & CERTIFICATIONS

Life Insurance Producer License — #3210900

Texas Real Estate License — #0795408

Management & Leadership Certification — World Trade Line of Credit ACTIVITIES & INTERESTS

Volunteer Work Culinary Arts Interior Design Travel

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