Open to opportunities

don nick

@donnick

Message

I am a customer success leader skilled in IAM and financial services.

Nigeria

Message

What I'm looking for

I am seeking a customer success or IAM role in a global organization where I can apply my client management, cybersecurity, and financial markets expertise to improve retention, drive value realization, and grow into broader leadership responsibilities.

I am a proactive customer success professional with over four years of experience in the financial industry, combining client management with IT and cybersecurity expertise to deliver secure, high-value experiences.

I have led remote teams, driven customer retention, and improved operational efficiency—achieving a 95% satisfaction rate on escalations, a 90% client retention rate, a 15% reduction in unauthorized access through RBAC, and strengthening system security by 20% after IT control improvements.

I seek to leverage my expertise in IAM, risk mitigation, and financial markets (including forex) to maximize customer value and contribute to a global organization's growth while continuing to grow into broader leadership responsibilities.

Experience

Work history, roles, and key accomplishments

Current

IT Management Control Specialist

Current

Sterling Bank PLC

Aug 2023 - Present (2 years)

Implemented RBAC and audited access controls across core banking systems, reducing unauthorized access incidents by 15% and identifying 10+ excessive privileges among 3,000+ users. Recommended and implemented IT control improvements that strengthened system security by 20%.

RBAC Active Directory Risk Mitigation Audit Identity & Access Management

Customer Success Team Lead

Sterling Bank PLC

Oct 2022 - Aug 2023 (10 months)

Led and mentored a remote team of 8 customer success specialists, improving team efficiency by 15% and productivity by 10% while managing escalations to achieve a 95% client satisfaction rate. Drove retention and value realization efforts that contributed to business profitability.

Customer Success Team Leadership Customer Escalation Retention Salesforce Gainsight Zendesk Cross Cultural Communication

Customer Success & Client Specialist

Sterling Bank PLC

Dec 2021 - Oct 2022 (10 months)

Provided onboarding, retention management, and advisory services achieving a 90% client retention rate and collaborated with product teams to drive a 10% improvement in product satisfaction. Maximized customer value to sustain business growth and profitability.

Onboarding Customer Retention CRM Salesforce SQL Postgres Customer Advisory

Branch Operations Specialist

Fidelity Bank PLC

Feb 2018 - Nov 2021 (3 years 9 months)

Managed funds transfer and cash operations ensuring 99.9% transaction accuracy, supervised teller operations, and prepared cash reports while maintaining vault limits and ATM reconciliations. Improved operational controls and branch cash handling processes.

Cash Management Fund Transfers Teller Supervision Reconciliations ATM Management Compliance