Cynthia Mmonu
Lagos
Summary
Experienced Capital Market Professional with over 6 years of extensive expertise in securities management, investment analysis, and financial market operations. Demonstrates a strong client-focused approach, exceptional communication skills, and the ability to make critical decisions during challenging situations while helping clients find satisfactory solutions. Committed to continuous self-improvement and the development of opportunities that further the organization's goals. Seasoned customer service management professional with experience in both inbound and outbound customer service and collections. A team player with exceptional listening and critical thinking abilities. Personable and adept at de-escalating difficult situations.
Overview
11
11
years of professional experience
17
17
years of post-secondary education
1
1
Certification
Work History
Client Experience Manager
Africa Prudential Plc
06.2024 - Current
- Oversee the entire client onboarding process to ensure a smooth and efficient transition
- Develop onboarding materials and programs to educate clients about products and services
- Develop and implement strategies to retain clients and enhance their loyalty
- Build and maintain strong, long-lasting client relationships by understanding their needs and expectations
- Act as the primary point of contact for clients, addressing their inquiries, concerns, and feedback promptly
- Monitor and evaluate the quality of services provided to clients, ensuring they meet or exceed expectations
- Implement quality control processes and continuous improvement initiatives
- Handle client complaints and issues efficiently, ensuring satisfactory resolution
- Coordinate with internal teams to address and resolve client problems effectively
- Develop and execute communication plans to keep clients informed about new products, services, and updates
- Use various communication channels, including emails, newsletters, and social media, to engage with clients
- Develop and implement client experience strategies aligned with the company’s goals and objectives
- Stay informed about industry trends and best practices to continually enhance the client experience.
Client Relationship Manager
Africa Prudential Plc
01.2024 - Current
- Identified and targeted potential clients through various channels
- Conducted initial meetings to understand clients' financial needs and goals
- Facilitated the onboarding process, ensuring all required documentation is completed and regulatory compliance is met
- Served as the primary point of contact for clients, addressing inquiries and resolving issues
- Monitor clients' accounts to ensure optimal performance and compliance with regulatory standards
- Provide personalized financial advice and solutions based on clients' goals and risk tolerance
- Develop comprehensive financial plans, including investment strategies, asset allocation, and risk management.
Corporate Action / Client Services Advisor
Coronation Registrars Limited
01.2019 - 12.2023
- Ensures that information relating to Corporate Action announcement is captured accurately, complete and timely for client distribution
- Creates new accounts and maintain client portfolios
- Ensures agendas / annual reports are received and dispatched to clients on a timely basis, and proxy instructions are executed as per client requirement
- Maintains a database of current and prospective client information
- Conducts research on new corporate actions
- Ensures that all the client queries are responded to within the time frames pre-specified
- Follows a logical approach to problem-solving, while focusing on client expectations and improving effectiveness and efficiency of operations
- Processes dividends and interest payments
- Prepares clients’ dividends and certificates
- Develops process improvements to achieve service goals
- Organizes regular client meetings and teleconferences to strengthen client relationships
- Ensures all suitable and required account documents are acquired and updated
- Ensures conformance with firm and branch policies and standards in relation to Clients
- Prepares client service reports for management
- Develops best practices to improve service quality and productivity
- Educates clients on new product developments and enhancements
- Stays up to date about company products and services
- Performs any other task assigned by the Unit Head.
Client Services Advisor
Coronation Registrars Limited (NYSC)
02.2018 - 12.2018
- Provided service to clients professionally and respond to regular inquires
- Complied with and learnt all company procedures and policies
- Resolved customer complaints and inquiries proactively
- Conveyed potential problems promptly to Unit Head
- Provided top-level discretion related to the client, and company details
- Ensured conformance with firm and branch policies and standards in relation to Clients
- Participated in client development and retention programs
- Delivered product training and presentations to clients
- Addressed client inquiries about products and services in a timely fashion
- Identified new business opportunities with client contacts
- Analyzed client concerns and worked with other teams to provide immediate resolutions
- Obtained client feedback and made recommendations to meet or exceed client needs
- Educated clients on new product developments and enhancements
- Prepared client service reports for management
- Performed any other duty assigned by Unit Head.
Host / Anchor
African Fashion Television
07.2017 - 12.2017
- Interpreted and presented fashion news stories to aid the viewers' understanding
- Conducted live interviews with fashion experts who provided additional information or opinions
- Gathered, verified, and analyzed data and news from sources
- Reported breaking news as it unfolded
- Presented the news to viewers in a professional, calm, and friendly manner
- Participated in helping to formulate news stories by pitching ideas and providing feedback on content
- Met with programme directors/producers to discuss programmes/shows
- Interviewed guests via the telephone or in-person
- Attended fashion shows and interviewed celebrities on the runway.
On Air Personality
Unique FM
07.2013 - 03.2016
- Hosted news, talk, music, shows for broadcast entertainment
- Established a relationship with listeners by providing entertainment and/or information of interest
- Interviewed guests, moderated debates, conversed with callers and hosted live events
- Adhered to all guidelines, policies and procedures of the radio station, the National Broadcasting Commission (NBC) and all other federal, state and local laws, including policies and procedures regarding indecency and obscenity
- Ensured logged commercials, promotions and any other programming essential to the station's operation are aired.
Education
B.A Linguistics and Communication Studies -
University of Port-Harcourt
01.2012 - 04.2016
West African Senior School Certificate Examination (WASSCE) - undefined
ST. Louis Grammar School
01.2004 - 04.2010
First School Leaving Certificate (FSLC) - undefined
Dynamic International Nursery and Primary School
01.1997 - 04.2003
Skills
Microsoft office applications
Communication Skills
Client relations
Multitasking
Problem solving
Attention to detail
Strategic thinking
Leadership
Time management
Client Retention Strategies
Exceptional communication
Data-driven decision-making
Certification
Certificate of National Service, https://drive.google.com/file/d/1-d1_vssvjpzya9HyBPOwS8vAm6j9BCaE/view
References
Available on request.
Timeline
Client Experience Manager
Africa Prudential Plc
06.2024 - Current
Client Relationship Manager
Africa Prudential Plc
01.2024 - Current
Corporate Action / Client Services Advisor
Coronation Registrars Limited
01.2019 - 12.2023
Client Services Advisor
Coronation Registrars Limited (NYSC)
02.2018 - 12.2018
Host / Anchor
African Fashion Television
07.2017 - 12.2017
On Air Personality
Unique FM
07.2013 - 03.2016
B.A Linguistics and Communication Studies -
University of Port-Harcourt
01.2012 - 04.2016
West African Senior School Certificate Examination (WASSCE) - undefined
ST. Louis Grammar School
01.2004 - 04.2010
First School Leaving Certificate (FSLC) - undefined
Dynamic International Nursery and Primary School
01.1997 - 04.2003
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