Olumba Chima Anya

OLUMBA CHIMA ANYA Phone number: (- (Mobile) Email address:- Address: Paepargi 45 Lasnamäe linnaosa, Lasnamäe, Harju maakond, 11414, Talinn, Estonia (Home) About me: Experienced professional in the financial services industry with an outstanding background in product and technical support, corporate onboarding, and client management. Adept in data analysis, client research, and KYC/CDD procedures with a deep understanding of AML legislation and money laundering techniques. Proficient in programming languages (Python and R program), Microsoft Office, data visualization and SQL, and a skilled communicator with a talent for customer engagement, product support, and technical support. A dedicated professional committed to delivering exceptional results and providing an exceptional experience for every client. WORK EXPERIENCE 10/01/2022 – 03/01/2023 San Franscisco, CA, United States CORPORATE ONBOARDING SPECIALIST PAYWARD INC. (KRAKEN) • Facilitated the seamless onboarding of individual and business clients for the company. • Contributed to the creation of an exceptional experience for every client. • Conducted client research on open source databases, and effectively communicated with clients via email. • Reviewed and analyzed findings to determine risk level. • Performed Know Your Customer (KYC) and Client Due Diligence (CDD) procedures. • Coordinated directly with the company's Compliance team to obtain relevant KYC requirements. • Responded to client requests in a timely manner to meet Service Level Agreements (SLA), and reached performance goals set by the supervisor. • Handled escalation of customer issues to the appropriate teams and ensured timely resolution of problems. 30/05/2022 – 30/09/2022 Tallinn, Estonia CLIENT MANAGER/CUSTOMER SUPPORT SPECIALIST SALV • Provided customer support and assistance to clients, troubleshooting and resolving issues related to the AML software. • Owned full post-integration customer experience for multiple customers concurrently. • Facilitated resolution of clients requests (Clarification of AML regulations, Scenario writing, Clarifying risk matrix etc ) • Conducted product demo on our AML platform(Screening, Transaction monitoring, Risk Assessment and AML Bridge). • Worked closely with the Data Science team and Engineers to provide product solution/feature where necessary. • Identified each customer’s ongoing product needs and collate useful use cases, workflows, requirements, and feedback for Product development. • Modified Transaction monitoring scenarios as requested by clients • Analysed Monitoring/screening alerts where necessary for ease of use by client • Responded to customer inquiries and requests for assistance through the company's ticketing system, ensuring timely resolution of issues. • Trained customers on the usage of the AML software, including platform features, troubleshooting tips, and best practices • Monitored logs (Amazon cloud-watch) and proactively resolved issues before client escalates. 13/08/2019 – 30/12/2021 LAGOS, Nigeria TECHNICAL SUPPORT SPECIALIST (PAYMENT SERVICES) INLAKS • Provided technical support and assistance to customers, troubleshooting and resolving issues related to payment transactions. • Onboarded high priority customers to the core banking system, providing technical support to customer issues. • Worked closely with the development and engineering teams to provide solutions to customer issues and identify areas for improvement. 1/3 • Trained customers on the usage of the payment platform, including platform features, troubleshooting tips, and best practices. • Responded to customer inquiries and requests for assistance through the company's ticketing system, ensuring timely resolution of issues. • Resolved failed transactions from the core banking system and provided solutions within SLA • Participated in the development and maintenance of customer support documentation, including user guides and FAQs. • Consistently met and exceeded customer satisfaction and technical support performance goals set by management. 31/07/2018 – 09/08/2019 Lagos, Nigeria CUSTOMER SUPPORT OFFICER INLAKS - CBN/NAMBUIT • Provided support to customers using the core banking application, troubleshooting and resolving issues. • Customised the T24 interface to suit customers' banking needs • Completed Close of Business (COB) procedures for banks on the T24 Platform within banking Time • Handled queries and disputes from customers, providing solutions within SLA • Trained customers on platform usability, providing technical support to customer issues. • Assisted in maintaining and updating the core banking application, including hardware, software, and network systems. • Responded to customer inquiries and requests for assistance through the company's ticketing system, ensuring timely resolution of issues. • Participated in the development and maintenance of IT support documentation, including user guides and FAQs. • Followed IT security protocols and ensured that all data and systems were protected against unauthorised access and breaches. 13/10/2017 – 26/07/2018 Lagos, Nigeria CUSTOMER EXPERIENCE OFFICER DENTAL SUPPORT FOUNDATION • Acted as the main point of contact for all customer inquiries and complaints, ensuring that all issues were resolved in a timely and efficient manner. • Developed and implemented customer service policies and procedures to improve the overall customer experience. • Collaborated with other departments to identify and resolve underlying issues that were affecting customer satisfaction. • Conducted regular customer satisfaction surveys and analyzed the results to identify areas for improvement. • Created and distributed customer service training materials for new employees. • Provided support and guidance to other team members to ensure that they were able to provide excellent customer service. • Worked closely with other teams to ensure that all customer complaints were handled in a timely and appropriate manner. • Acted as an advocate for the customer within the organization, ensuring that their concerns and needs were heard and addressed 03/04/2016 – 17/05/2017 Uyo, Nigeria NATIONAL YOUTH SERVICE CORP(INTERNSHIP) AKWA IBOM STATE POLYTECHNICS • Assisted in providing technical support to students, faculty, and staff at the University. • Assisted in maintaining and updating the university's IT infrastructure, including servers, network systems, and classroom technology. • Collaborated with the IT team to implement new software and technology solutions and to ensure the smooth operation of the university's IT systems. • Responded to user inquiries and requests for assistance through the university's helpdesk system, ensuring timely resolution of issues. • Participated in the development and maintenance of IT support documentation, including user guides and FAQs. • Assisted in maintaining inventory of IT equipment and software licenses. • Completed various IT-related projects and tasks as assigned by the IT department. • Assisted with user training and provided support for various university-wide IT initiatives. 2/3 EDUCATION AND TRAINING 24/08/2021 – CURRENT Tartu, Estonia MA INNOVATION AND TECHNOLOGY MANAGEMENT University Of Tartu Address Ülikooli 18, Tartu, Estonia Website www.ut.ee 10/11/2010 – 05/12/2014 Abakaliki, Nigeria BSC. COMPUTER SCIENCE Ebonyi State university Address Enugu - Abakaliki Rd, , Abakaliki, Nigeria Website www.ebsu.edu.ng DIGITAL SKILLS Programming languages (Python and R program) Data Gathering, Data Processing, Data Visualization, Data Analysis Good listener and communicator Customer Engagement posgreSQL Jira Zendesk Technical support AML Investigations Sanction Screening Risk Analysis ADDITIONAL INFORMATION HONOURS AND AWARDS 30/06/2019 Excellence in Service Award – INLAKS Award for the best staff in support service delivery 3/3