Cynthia Ifode

Managed high-volume onboarding and compliance workflows, maintaining 100% quality across documentation reviews. Handled 700+ cases and triaged 1,600+ communications, resolving exceptions and ensuring audit-ready records.

Owned cross-functional operational and client-delivery initiatives from problem definition through implementation and performance review. Redesigned customer onboarding journey, halving completion time and increasing user engagement by 80%.

Managed a portfolio of 400+ corporate clients, aligning internal teams and client stakeholders to deliver onboarding, issue resolution, and service continuity. Led a major corporate onboarding engagement that generated 3,000+ new pension accounts and delivered 20% year-on-year growth.

Led a 10-person customer operations team, overseeing service performance, escalations, coaching, and delivery standards. Reduced customer complaints by 45% through improved case ownership and root-cause intervention.

Managed payment processing, settlements, reconciliations, and exception handling in line with operational and regulatory controls. Project-managed three ATM site deployments, coordinating contractors and risks to maintain 99% uptime.

Currently pursuing a Doctor of Business Administration (DBA) at Teesside University, expected to complete in the coming years.

Grade: Distinction

Completed an MSc in International Business & Data Analytics with Distinction at Ulster University.

Completed an MBA in Business Administration at Nexford University.

Completed a BSc in Psychology at Ekiti State University.