Open to opportunities

Beatrice Nkomo

@beatricenkomo

Message

Multicultural customer operations leader with a focus on compliance.

Canada

Message

What I'm looking for

I am seeking a role that values team collaboration and offers growth opportunities in customer operations and compliance.

As a multicultural customer operations leader with over 5 years of experience, I have honed my skills in banking, support management, and business operations. My journey has been marked by a commitment to building effective teams and leading initiatives that enhance customer experiences. I take pride in my ability to manage remote teams and drive performance through data-informed growth strategies.

Throughout my career, I have achieved significant milestones, such as spearheading a digital banking campaign at First National Bank to reduce client reliance on in-person services and designing a KYC verification checklist that streamlined client onboarding. My experience extends to managing teams in both banking and healthcare settings, where I have successfully implemented training programs and compliance initiatives that have led to improved operational efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

7shifts

Jan 2024 - Present (1 year 9 months)

Acted as the first point of contact for customers via chat, email, and phone, delivering timely and effective support. Created onboarding materials and instructional videos to enhance customer product adoption and training.

Customer Support Onboarding Troubleshooting Customer Retention

Project Coordinator

Surrey Urban Mission

Jan 2024 - Present (1 year 9 months)

Coordinated compliance paperwork for a transitional-housing build project. Ensured all necessary documentation was accurately prepared and submitted.

Project Coordination Compliance Documentation Housing Projects Administrative Support

Client Service Representative Senior Manager

First National Bank

Jan 2020 - Present (5 years 9 months)

Conducted client onboarding in full compliance with FICA and KYC frameworks. Identified and escalated over 150 suspicious transactions to compliance, resulting in no audit findings.

Onboarding KYC AML Digital Banking Data Quality

Director & Operations Manager

Beauty By Laser

Jan 2019 - Present (6 years 9 months)

Built and led a team of 6 in a startup clinic setting, developing all staff SOPs and client workflows. Developed local growth strategies using digital marketing and referral programs.

Team Leadership Operations Management SOP Development Digital Marketing Vendor Management

Volunteer Mentor

Women in Customer Support South Africa

Jan 2019 - Present (6 years 9 months)

Coached newcomers on career pathways within the customer support field. Provided guidance and mentorship to help individuals navigate their professional development.

Mentorship Career Coaching Professional Development Customer Support Guidance

Banking Advisor

Discovery Bank

Jan 2017 - Present (8 years 9 months)

Managed over 200 high-net-worth portfolios, enforcing transaction controls and AML risk profiles. Performed enhanced due diligence (EDD) on PEP and high-risk clients, referring cases to audit when red flags appeared.

Portfolio Management AML Due Diligence Privacy Training

Education

Degrees, certifications, and relevant coursework

Trinity Western University

MBA, Business Administration

Currently pursuing a Master of Business Administration, focusing on advanced business principles and leadership strategies. This program enhances skills in strategic management, finance, and operations.

University of Pretoria

Bachelor of Public Administration, Public Administration

Completed a Bachelor of Public Administration, gaining a comprehensive understanding of public policy, governance, and administrative processes. Developed strong analytical and problem-solving skills relevant to public sector management.