Skills
• Customer Success & Communication: Strong in client onboarding, relationship management, empathy-driven communication, and guiding customers through complex processes.
• Operations & Compliance: Skilled in KYC/CDD, transaction monitoring, reconciliations, policy administration, and audit preparation.
• Data & Systems: Proficient in Microsoft Excel (advanced), CRM platforms (Salesforce, Ameyo), and reporting for management insights.
• Problem-Solving & Collaboration: Experienced in resolving escalations, improving workflows, and working cross-functionally with Finance, Compliance, and Product teams.
About
I have over nine years of experience in customer success, operations, and client support within financial services and fintech. In my current role as Senior Customer Experience Associate at AZA Finance, I guide clients through onboarding, support compliance (KYC/CDD), resolve transaction issues, and collaborate with Product, Finance, and Engineering teams to deliver seamless customer journeys. I have improved workflows to reduce escalations, supported regulatory submissions with 100% accuracy, and strengthened customer retention by ensuring timely resolution and proactive communication.
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