Open to opportunities

Michael Ukpali

@michaelukpali

Message

Your professional partner!

Portugal

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What I'm looking for

I'm looking for a role where I can improve customer onboarding and service quality while strengthening AML, privacy, fraud prevention, and regulatory compliance through clear processes, training, and practical risk management.

Customer Service & Compliance Specialist with a track record of ramping teams, guiding customer/clients through complex product choices, and protecting customer/client data in high-volume, regulated environments. I’ve led programs that equip teams with the skills and resources to perform at standard from day one, while creating clear operational guides and keeping content aligned with shifting products and policies. My background also includes resolving frontline issues for different brands, driving retention through service quality, and embedding financial crime, privacy, and EU regulatory frameworks into everyday workflows to reduce exposure and build trust.

Experience

Work history, roles, and key accomplishments

Current

Sales & Post Sales Support Specialist / Trainer

Current

Randstad

Jul 2025 - Present (1 year 1 month)

Designed and delivered training for frontline CS agents, improving quality by 15% and reducing ramp time by 25%. Supported sales and post-sales issues for a major mobile device manufacturer, increasing customer retention.

Training Onboarding Customer Service Sales Support Zendesk Salesforce SOPs Knowledge Base Service Playbooks

Compliance / AML Specialist Consultant

MicyComs Associates Consult

Nov 2023 - Jun 2025 (1 year 7 months)

Performed KYC and due diligence reviews with 99% accuracy, serving as AML analyst for 52 clients. Managed KYC/KYB remediation projects for 100+ clients and conducted 805 fraud investigations.

KYC KYB AML Due Diligence PEP Screening World Check LexisNexis Transaction Monitoring Fraud Investigation GDPR SOPs Training

Customer Rep/Onboarding Specialist

Foundever SA

May 2023 - Oct 2023 (5 months)

Handled high-volume customer queries via CRM and phone, increasing timely resolution KPI by 35%. Ensured smooth KYC/KYB onboarding and escalated 100+ potential fraudulent activities monthly.

Customer Service CRM Ticketing Systems KYC KYB Onboarding Fraud Detection Complaint Resolution

Compliance Officer (KYC/EDD/Fraud & Product Compliance)

Plajezero d.o.o

Apr 2019 - May 2023 (4 years 1 month)

Monitored AML/CFT policies and conducted KYC/EDD investigations, mitigating risks in over 500 client accounts. Ensured product compliance in real estate acquisition and collaborated with operations on corrective measures.