WEND JUDITH MUNDUNG
Abuja, 900271 Nigeria | (- |-| linkedin profile
Personal Summary
Dynamic, results-oriented, customer-focused professional with a strong background as a Customer Service Representative,
Sales Canvasser, and Call Center Agent. Experienced in delivering high-quality support via email, live chat, and phone, while
resolving customer issues quickly and effectively. Skilled in KYC compliance, including document verification, anti-money
laundering (AML) regulations, and fraud prevention processes. Proficient in using tools such as Slack, Click-up, and CRM
systems to manage escalations, track case resolutions, and ensure seamless communication across departments. Known for
conducting impactful product training sessions that enhance team knowledge, and boost overall performance. Strong
analytical mindset, with a passion for identifying customer trends, reporting technical issues, and driving continuous
improvements in service quality. Thrive in fast-paced, goal-driven environments, with a commitment to providing exceptional
customer experiences and achieving business results.
Key achievement
Improved customer satisfaction by resolving 80% of customer issues on the first contact, handling 100+ daily inquiries
across 22+ countries.
Ensured KYC compliance by maintaining 100% adherence to AML policies, reviewing 200+ identity documents
weekly.
Surpassed sales targets at Sterling Bank by consistently exceeding goals and converting leads into active customers
with tailored financial solutions.
Led a sales team at Airtel Nigeria to exceed sales targets for SIM cards and network services through effective
mentors-hip.
Delivered impact full product training sessions that reduced KYC rejection rates by 30% and improved customer
document verification.es.
Skills
Customer support
KYC compliance
AML adherence
Sales canvassing
Call handling
CRM management
Relationship building
Issue resolution
Chat support
Escalation handling
Data entry
Case Reporting
Workflow Coordination
Target Achievement
Cross-selling
Team training
Client on-boarding
Technical Support
Needs analysis
Banking support
Policy compliance
Work Experience
CUSTOMER SERVICE REPRESENTATIVE (EMAIL SUPPORT, KYC AND PRODUCT TRAINER)
12/2022 - 01/2025
YELLOW CARD FINANCIAL
Birmingham United States
Handled over 100 daily customer inquiries via email and live chat across 22+ countries, delivering prompt and
accurate support.
Resolved 80% of customer issues on first contact, including transaction disputes, account access problems, and
technical errors.
Ensured 100% compliance with AML policies and fraud prevention procedures while reviewing over 200 identity
documents weekly.
Reduced KYC rejection rates by 30% through proactive assistance with document verification and customer education.
Facilitated monthly product training sessions to enhance customer understanding and team proficiency on platform
updates.
SALES AND CUSTOMER SERVICE REPRESENTATIVE
09/2020 - 09/2021
STERLING BANK
Abuja Nigeria
Delivered exceptional customer support with a professional, friendly, and patient approach, ensuring a seamless client
experience, and fostering long-term customer loyalty.
Proactively engaged and educated potential clients on Alternative Bank's financial products, including digital banking
solutions, investment strategies, loan services, and credit products.
Consistently achieved and exceeded sales targets by converting high-quality leads into active customers and
promoting tailored banking solutions to meet client needs.
Efficiently managed customer inquiries, account transactions, and complaints, ensuring timely resolutions, and
escalating complex issues to relevant departments for further investigation.
Accurately maintained customer records, sales reports, and transaction histories, ensuring compliance with financial
regulations, KYC (Know Your Customer) procedures, and internal policies.
SALES CANVASSER (TEAM LEAD)
12/2018 - 03/2020
AIRTEL NIGERIA
Abuja Nigeria
Led and mentored a team of sales canvassers, driving daily and weekly sales goals by effectively training new team
members, and refining their customer engagement strategies.
Promoted Airtel SIM cards, MiFi, routers, and network porting services through door-to-door canvassing and public
outreach, consistently exceeding sales targets.
Educated customers on Airtel's network advantages, promotions, and special offers, improving brand awareness and
customer loyalty.
Addressed customer concerns promptly, providing solutions and basic troubleshooting for new users, ensuring a
positive customer experience, and retention.
Compiled and analyzed customer feedback and market trends, reporting insights to sales supervisors, and
recommending strategies to enhance sales performance.
CALL CENTRE AGENT
08/2017 - 10/2018
CITIZENS DISABILITY
Massachusetts United States
Exceeded daily call targets by managing over 250 inbound calls, achieving a 15% performance quota surplus, while
ensuring high-quality service.
Delivered specialized assistance to clients with disabilities, addressing pre-qualification questions, and guiding them
through the disability benefits process.
Explained eligibility criteria, application processes, and government programs like SSDI and SSI, ensuring clients
received precise and helpful information.
Supported clients in completing forms and submitting required documents, ensuring timely and accurate submissions
for disability benefits.
Connected clients with legal or financial resources when necessary, providing comprehensive support to enhance their
service experience.
Education and Training
BSC: ENVIRONMENTAL AND WATER RESOURCE MANAGEMENT
Crescent University
07/2017
Abeokuta, Nigeria
Languages
English, A1, A1, A1, A1
Certifications
Occupational Health and Safety Certificate
Product Design
Communication Skills
Email writing and Etiquettel
Customer Service 2.0: Digital Customer Service
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