. Managing Key Customer accounts.. Organizing regular client meetings to discuss requirements.. Resolving and handling complaints and concerns in a timely manner.. Staying up-to date with new features and product launches.. Monitoring sales performance analytics.. working with cross-functional teams to improve customer excellence.

. Conducting customer due diligence, advanced due diligence, and risk classification processes to ensure compliance with laws and regulations.. Classifying customers based on their risk level.. Verifying the identity of customers who engage in transactions that fall outside of established rules and scenarios.. Reviewing reports from various departments and taking appropriate measures to mitigate risks.. Reporting any suspicious or concerning activities for thorough compliance review.. Regularly monitoring customer names against lists to detect any potential red flags.. Continuously reviewing and updating the organization's financial crime criteria to ensure maximum performance.Conducting customer due diligence, advanced due diligence, and risk classification . Classifying customers based on their risk level. Verifying the identity of customers who engage in transactions that fall outside of established rules and scenarios. Reviewing reports from various departments and taking appropriate measures to mitigate risks. . Reporting any suspicious or concerning activities for thorough compliance review. . Regularly monitoring customer names against lists to detect any potential red flags. Continuously reviewing and updating the organization's financial crime criteria to ensure maximum performance.

. Responding to customer inquiries and resolving technical issues through various channels such as phone, Slack, Zendesk, Talkdesk. Providing prompt and professional assistance while ensuring customer satisfaction.. Update accurate and organized records of KYC activities, customer interactions, and any actions taken to address identified risks.. Collaborate with cross-functional teams, compliance and customer support, to address any KYC-related issues or queries. . Professionally processed 80+ calls per day, providing information and services to ensure customer satisfaction.. Documenting customer interactions, including issue details, troubleshooting steps, and resolutions, in a knowledge base. . Professionally processed 80+ calls per day, providing information and services to ensure customer satisfaction.. Solved 80 -150 tickets on a daily basis.. Onboarded new users by assisting them upload required documents and updating the relevant CRM.. Engaged and responded to users via calls, email and SMS.. Verifying and identifying customers who engage in transactions that fall outside the established rules and scenarios.

· Handling 100+ social interactions (Facebook, Twitter, Email & Live chat) daily with duties including sign up new customer, retrieving customer data and presenting relevant product information. . Onboarding new customers and offer user protection during payments & campaigns.· Trained two new employees in how to use CRM software, entering customer data and organizing customer interaction logs. · Have received an above average 95% customer satisfaction rating to date, 5% higher than company average

· Handling 50+ calls daily that included assisting customers with self-service platforms, ticket escalations and advising customers on product information.· One on one customer service at different branches across Nairobi county. · Ensuring customers get first time resolution on queries at an average of 3 minutes handling time.. Assisting citizens in resolving discrepancies national identification and payment for services.

· Work closely and support the country finance manager to ensure day to day activities are complete in a timely manner, Accounts Payable, Accounts Receivable and Timely Statutory filing. · Assisted with bank reconciliations, daily petty cash posting, executed banking transactions. · Trained and gained full conversance with SAP and Dynamic 365 ERP systems.