Teresia Onyango

Serves as the primary escalation point for complex customer KYC and compliance queries, resolving issues accurately and achieving consistent first contact resolution. Manages compliance origination reviews for 200–300 client accounts daily, conducts monthly field compliance reviews, and designs onboarding/governance training while improving a Google Sheets compliance checklist used across the team

Delivered responsibilities in a fully remote, globally distributed environment, demonstrating strong self-management and responsiveness across time zones. Managed high-volume records and correspondence with precision while maintaining professional communication standards asynchronously.

Responded to customer queries on financial products and account processes in a regulated banking environment, communicating clearly and empathetically with diverse clients. Collaborated across teams to resolve customer issues end to end with strong service ownership and cross-functional coordination.

Managed high-volume customer interactions across in-person and phone channels, delivering solutions-focused service and minimizing escalations through active listening and empathetic communication. Exceeded monthly sales targets by 15% for 4 consecutive months by proactively engaging customers and building trust to drive repeat business.

Provided front-line customer service as the first point of contact for visitors and callers, ensuring a professional and welcoming experience across channels. Managed scheduling and high-volume enquiries via phone, email, and in-person, maintaining accurate administration and consistently high customer satisfaction.

Currently pursuing a Certificate in Data Analytics at W3 Schools since January 2026.

Completed a Certificate in Enterprise Risk Management at ICPAK from September 2025 to December 2025.

Earned a Bachelor of Commerce with a focus on Finance at the University of Nairobi from February 2020 to February 2024.