Faith Uche Nkadi | Freelancer Resume

FAITH UCHE NKADI --, www.linkedin.com/in/faith-nk My Portfolio: https://foxly.me/WxwQhp, Lagos, Nigeria. Professional Summary. ● Customer Success and Operations Professional with over 8 years of expertise improving operations and integrating customer experiences to the following rules for financial institutions and regulated groups. ● Increased cross-sell revenue by 30% and active customer numbers by 25% through focused talks with clients, leading to strong business growth. ● Maintained 100% compliance in over 200 monthly AML/KYC account checks with no audit problems, while also reducing document processing time to save over 10 hours each month. ● Reached 98% First Contact Resolution (FCR) for over 500 clients while making operations smoother, reducing new account setup time by 15%, and boosting how much work projects get done by 30% through creating self-service guides and FAQs. Skills ● ● ● ● ● ● ● ● ● Customer Success & Relationship Management. Operational Efficiency & Process Improvement. Financial Compliance & Risk Management. Issue Resolution & First-Contact Resolution (FCR) Excellent Communication (Verbal and Written) Problem-Solving Account Management. Project Management & Coordination Data Analysis & Performance Reporting ● Cross-Functional Collaboration ● Technical Aptitude ( Salesforce, Zendesk, HubSpot, Asana, and Monday.com) Work Experience Chanel Bureau De Change Customer Support Specialist - Dec 2022 - Present ● Maintained 100% accuracy in client records by safely organizing documents, transactions, and compliance checks in company CRM systems, making them easy to access for audits and official reviews. ● Conducted Customer Due Diligence (CDD) checks to look at business activities, transaction reasons, and risk levels, following strict AML/KYC rules. ● Increased customer satisfaction by over 20% through rapid problem resolution and personalized financial product recommendations; managed client portfolios and service agreements. ● Streamlined financial client account management by simplifying complex rules and efficiently handling inquiries, transactions, and product onboarding. ● Ensured all rules were followed and reduced risks for client accounts by carefully checking data and verifying documents. ● Created weekly progress reports on onboarding, transaction approvals, compliance alerts, and verification results, which helped increase the department's main target. ● Guided internal teams to understand how customers experience things, making sure support, sales, and compliance teams worked well together. Providence Investments and Property Ltd Executive Assistant to CEO - Aug 2021- Sept 2022 ● Provided direct support to the CEO, managing complex calendars and scheduling over 50 weekly meetings, making time use more effective. ● Acted as the main contact between top executives, department heads, and outside partners, managing private letters and documents. ● Coordinated travel plans for trips within the country and abroad, including visa processing and planning trip details for over 15 business trips each year. ● Prepared and edited presentations for leaders, reports, and materials for board meetings using Microsoft Office Suite (Word, Excel, PowerPoint). ● Set up a new filing system that reduces the time spent searching for documents by 30%. ● Managed special projects, including planning company events for over 100 people. ● Tracked and checked, and matched over $250,000 in yearly executive expenses with 100% accuracy. ● Automated routine tasks by building a step-by-step process and making specific fields to fit company needs using Asana and Monday.com, saving over 10 hours each month. Fidelity Bank PLC Customer Service Representative - Dec 2018 - July 2021 ● Increased cross-sell revenue by 30% by proactively suggesting tailored financial products and resolving 50+ daily customer inquiries across multiple channels. ● Turned inactive accounts into active users through focused outreach efforts and financial solutions made just for them, directly leading to a 25% increase in active customer numbers. ● Acted as the main technical contact for over 500 clients, fixing problems with mobile apps, online banking, and account balance differences with a 98% first-contact resolution rate. ● Prevented possible money loss from fraud by finding unusual transactions, starting blocks on compromised and expired cards, and reversing unauthorized charges within agreed time limits. ● Maintained 100% compliance across 200+ monthly financial account reviews by strictly adhering to AML/KYC rules, preventing all audit issues. ● Reduced new account setup time by 15% through developing effective self-help tools (FAQs, video guides), significantly lightening branch workload. ● Managed client accounts from start to finish for financial products; used Finacle Core Banking System to handle many transactions while looking at customer behavior information to make service processes better. Test Inspection and Engineering Services Ltd Administrative Assistant - June 2016 - Aug 2018 ● Improved how executives got things done by managing complex calendars, coordinating travel within the country and abroad, and checking many emails. ● Improved how documents were prepared for technical reports, including inspection findings, tank calibration data, and radiography results, using Microsoft Office Suite and CorelDRAW. ● Maintained 100% accuracy in all submitted official documents through careful checking steps. ● Improved project efficiency by 30% through creating Work Breakdown Structures (WBS), needs assessment, and client quote preparation. ● Acted as contact between project teams and official bodies, making sure all submissions followed Department of Petroleum Resources rules and deadlines. ● Reduced document processing time by 25% by setting up standard templates and digital filing systems. Education Yaba College of Technology, Lagos, Nigeria. Higher National Diploma - Business Administration (Distinction) - 2019 Other Certifications Certified Asana Workflow Specialist - November 2024 Hands-On Project Management - October 2024 Upwork Certified Customer Service Specialist - March 2023 Certificate in Customer Service Fundamentals, Google, 2022 Certified_ Virtual Assistant _Honors - ALX - Africa, 2022 Basic Banking Operations Program - ACE Visions Consulting, 2019