Open to opportunities

Fiona Mwangi

@fionamwangi

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Customer-focused administrative and compliance professional

Kenya

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What I'm looking for

Seeking a remote administrative or compliance role where I can leverage my strengths in customer support, KYC analysis, and client relationship management to drive results and growth.

As a seasoned administrative and compliance professional with over 8 years of experience, I have honed my skills in KYC analysis, customer support, and client relationship management within high-stakes financial environments. My proven ability to manage onboarding and guide clients through comprehensive regulatory processes has earned me a 95% client retention rate and ensured full compliance with AML and CTF standards.

With a strong background in cross-functional collaboration, I have supported over 200 client requests across departments, achieving a 98% customer satisfaction rate. My expertise in CRM, complaint resolution, and compliance management enables me to proactively approach problem-solving and drive results.

I am now ready to leverage my strengths in a remote administrative or compliance role, bringing my skills and experience to a new challenge.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

Scope Markets Global

Mar 2022 - Mar 2023 (1 year)

Managed onboarding and client relationships for over 100 clients, achieving a 95% client retention rate. Resolved client inquiries within 24 hours on average, contributing to a 98% customer satisfaction rate.

Customer Support Onboarding Compliance Reporting CRM Systems Microsoft Office

KYC Analyst

Scope Markets Global

Jul 2022 - Mar 2023 (8 months)

Ensured full compliance with KYC, AML, and CTF regulations across all client processes, meeting both local and international standards. Increased operational efficiency by 25% and accuracy by 30% through process improvement initiatives focused on compliance and back-office operations.

KYC Regulatory Compliance Compliance Management Microsoft Office

Key Account Manager

Scope Markets Global

Feb 2022 - Jul 2022 (5 months)

Built strong relationships with key clients, enhancing satisfaction and improving retention. Identified growth opportunities, increasing account revenue through customized solutions.

Customer Support Relationship Management Sales CRM Systems Microsoft Office

Customer Support Representative

Jiji Kenya

Feb 2020 - Jan 2022 (1 year 11 months)

Expanded client base by 30% through targeted prospecting and relationship-building. Handled 50+ inbound calls daily, achieving a 20% conversion rate to new clients.

Customer Support Sales CRM Systems Microsoft Office

Customer Service Representative

Techno Brain Group

Nov 2016 - Jan 2019 (2 years 2 months)

Resolved disputes within 24 hours, achieving a 90% success rate in high-stress situations. Enhanced website navigation support for customers, increasing user experience ratings by 25%.

Customer Support CRM Systems Microsoft Office