Cecilia Obi
@ceciliaobi
Customer-focused operations lead and CX.
NigeriaWhat I'm looking for
I am a customer-focused operations professional with over five years of experience supporting loan products, account management, and high-volume inbound customer service across phone, email, and live chat.
In leadership roles, I have led daily operations for financial transactions and account funding, ensured AML/KYC compliance, and maintained strong resolution and satisfaction metrics while documenting interactions in CRM systems.
I have managed and trained teams, acted as an escalation point for complex issues, and collaborated with IT and stakeholders to implement process automation that improved turnaround time and customer experience.
I am comfortable working US EST shifts in fast-paced fintech environments and bring strong communication, documentation, and regulatory-compliance focus to roles that prioritize first-contact resolution and continuous improvement.
Experience
Work history, roles, and key accomplishments
Operations Team Lead
TradeV Markets
Apr 2023 - Present (2 years 9 months)
Lead daily operations supporting financial transactions, account funding, and high-volume customer inquiries while ensuring AML/KYC compliance and improving turnaround time through process automation.
Team Lead, Customer Service
Equiti Nigeria
Aug 2021 - Sep 2022 (1 year 1 month)
Managed a team handling 50+ daily inbound inquiries, achieving a 98.9% customer satisfaction score and mentoring 10+ hires to improve CRM documentation and KPI performance.
Delivered end-to-end customer support for banking and loan inquiries, handling 50+ daily interactions while ensuring regulatory compliance and supporting upsell initiatives.
SBAccount Manager
Stanbic IBTC Bank
Apr 2018 - Jan 2020 (1 year 9 months)
Managed portfolios of public and private sector accounts, supported customer acquisition and onboarding, and resolved account issues to drive retention and revenue growth.
Education
Degrees, certifications, and relevant coursework
Cross River University of Technology
Bachelor of Science, Microbiology
Completed a Bachelor of Science in Microbiology focusing on foundational biological sciences and laboratory methods.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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