Jimi Smith Email & Phone Number

London Area, United Kingdom

• Investigated and troubleshooted complex technical issues reported by seafarers involving the MarTrust E-Wallet App and Website, leveraging expertise in the App and associated systems. Provided guidance and support to help clients overcome issues, challenges and difficulties to achieve desired outcomes using the platform. • Contributed to Compliance investigations and ensured company adherence by obtaining information and documentation from seafarers to ensure payments were not made to individuals that were Politically Exposed Persons (PEPs), or involved sanctioned institutions/banks. Provided sensitive explanations to company needs and regulatory commitments while being mindful not to inflame sensitivities to global politics and current regional conflicts.• Coordinated priorities and investigations with internal and external teams (such as outsourced contact centre employees, third party payment providers, product developers, and ancillary support functions (i.e. software vendors), globally. Ensured clear and concise written and spoken communications were easy to understand, which ensured the best service and speediest outcomes for seafarers.• Responsible for other tasks that improved the customer experience for the corporate and seafarer client base, including but not limited to creation of statements, continuous communications within SLAs, monitoring fraud, and being current with all mandated training to ensure compliance with customer security requirements.

London Area, United Kingdom

• Designed, developed and implemented an end to end Project Plan for Onboarding new customers in Monday.com. This provided internal stakeholders with an immediate status update on any onboarding. • Developed and implemented changes to the onboarding delivery model and tools to ensure onboarding was standardised, scalable and continuously improved.• Developed dashboards portraying customer onboarding speed in order to create a data driven foundation to act upon if any stage of the onboarding process is taking too long. This also provided internal stakeholders with an immediate status update on any onboarding.• Collaborated with all onboarding stakeholders to outline and ensure understanding of all roles and responsibilities needing consideration by being updated on status and taking necessary actions when prompted, as well as consequences to onboarding duration if action is not taken.• Created customer centric onboarding guides to set customer expectations, as well as internal onboarding guides to gain buy-in from Senior Management, Sales and Account Managers on the benefits of newly implemented processes.• Standardised and documented minimum Compliance focused requirements for all new business, working with the company’s Chief Compliance Officer and Money Laundering Reporting Officer to achieve this. Created a dedicated channel of escalation for any questions, guidance and approvals in MS Teams to ensure a quick turnaround.• Provided weekly updates on strategic onboardings and data in a presentation to senior management.• Created Customer Surveys focusing on the customers end to end onboarding experience to gain valuable data• Created Standard Operating Procedures.

Brighton, England, United Kingdom

• Co-ordinated strategic transformation projects and change management activities across global organisations and their payment solutions, frequently communicating progress through regular client meetings, presentations and live project plans available via a shared cloud tool. • Building long lasting relationships, trust, and brand positivity with many levels of the client business structure, including global C-Levels• Performed strongly against scorecards year-on-year with key metrics being productivity, on time delivery and client satisfaction at over 90%• Continuously reviewed, and identified process gaps, applying continuous changes to improve operational efficiency and add value to the customer experience. Stress testing existing frameworks and methodologies to make changes and minimise time between project milestones• Identified opportunities to upsell additional solutions, technologies, and services to optimise delivery by conducting a thorough needs assessment with the clients and sales managers.• Consulted on and collaborated with the client’s HR team to design tailored communication plans for their employees and suppliers• Managed cost saving re-engineering projects and system integrations into client expense management tools • Increased employee engagement and job satisfaction metrics by 3% YoY through co-ordination of multiple events • Effectively reduced lead time on global client’s UK programme setup by seeking exceptions from senior management and compliance officers, resulting in an earlier than expected charge volume of £5M+

Brighton, England, United Kingdom

• Designed payment solutions and tools managed the end-to-end implementation to drive on time delivery• Led weekly virtual meetings with all stakeholders, including c-level, providing key updates• Forged long-term professional relationships with internal and external clients based on knowledge and trust• Devoted time to understand the client’s goals, hierarchy, values, and organisational culture • Conducted ongoing data analysis on the number of employees who had not yet submitted corporate card applications• Responsible for all Account Manager duties for the duration of the project• Kept up to date on all the company’s corporate product offerings, as well as competitors• Partnered with 3rd Party Travel Management Companies to secure a point of contact and necessary resources to ensure timelines are aligned

Brighton, England, United Kingdom

• Implemented newly signed small and medium enterprise (SME) accounts handed over from the sales team• Acted as a sole point of contact to the clients C-Level executives• Ensured the accounts were set up for all products and services requested• Managed an average of 45 accounts concurrently and managed work streams to speed the setup of any new accounts • Provided early engagement to drive card activation, identifying and tackling any zero or below target billers• Followed a strict ‘Waterfall’ Project Plan that I helped design