Chigozie Nwoko

▪ Stakeholder Engagement: Collaborates cross-functionally with other teams including engineering, design, and marketing, to drive product deelopment and business growth. Engage with stakeholders to understand needs and expectations and aligning outcomes with the business goals. ▪ Product investigation: Conduct product investigations, collate, aggregate, and present qualitative data to support product investigations and recommendations. ▪ Bug fixing: Conduct bug fixing triage, management and prioritization. ▪ Training and support: Develop materials to support product user training. ▪ Market research: Conduct market research to identify customer needs, industry trends and competitive landscape to inform product decisions. ▪ Competitive analysis: Analyze competitors and market dynamics to identify opportunities and threats. ▪ Prioritization and Roadmap: Prioritize features based on customer value, business impact and available resources. Communicate product goals, aligning them with overall company objectives. Creating and maintaining a product roadmap that outlines development directions and features. ▪ Requirements Gathering: Gathering and prioritizing product requirements from stakeholders, translating them into clear, actionable user stories and acceptance criteria to drive development and meet strategic objectives. ▪ Performance Tracking: Monitor key product metrics and KPIs to access product performance and identify areas of improvements. ▪ Product Management Methodologies: Leveraging on a strong understanding of product management methodologies, including Agile and Scrum, to streamline development processes, enhance team productivity, and deliver high-quality products on time. ▪ Product development: Collaborate with the engineering team, quality assurance team and design team to ensure proper development of products. KEY ACHIEVEMENTS ▪ Successful Product Launches: Orchestrated the successful launch of internal products such as. • internal suspicious activity reporting system resulting to a 95% time decrease in reporting and escalating a suspicious activity while complying to industry regulations. • customer support batch functionality, revolutionizing the efficiency of our support team in handling transactions. This enhancement elevated the overall customer experience and optimized the productivity and job satisfaction of our customer support team. ▪ Product Portfolio Enhancement: Led the enhancement of existing product portfolio, introducing refinement to • compliance risk assessment, resulting in a 95% decrease in non- compliance activities during onboarding. • ComlyAdvantage post MVP integration. ▪ Competitive Analysis: Conducted comprehensive competitive analyses, providing actionable insights that contributed to maintaining a leading position in the market.

▪ Supporting and improving the entire customer journey from onboarding to post trade execution. ▪ Providing customer product feedback and products feature request from regions to the management. ▪ Analytics and reconciliation; working with Finance team to reconcile old transactions. ▪ Promoting a customer-centric approach by setting high standards for client support, relationship management, customer happiness and ensuring client retention. ▪ Ensuring resolution to all client’s enquiries, requests, and complaints. ▪ Developing and Implementing quality assurance best practices, robust performance measurement model which provides a basis for performance monitoring, appraisal, and team management as well as coach staff members to improve performance. ▪ Providing initiatives to improve customer satisfaction, based on the corporate customer care policies, in the business. KEY ACHIEVEMENTS ▪ Client Retention Excellence: Developed and executed targeted customer engagement initiatives, resulting in enhanced satisfaction and loyalty. Achieved a remarkable 98% increase in client retention by implementing personalized and proactive customer success strategies. ▪ Training and Knowledge Enhancement: Initiated and led training programs for customer support teams, enhancing their product knowledge and soft skills. ▪ Customer Feedback Implementation: Pioneered the incorporation of customer feedback into product enhancements, contributing to the development of customer-centric features and improvements.

▪ Managed a team of 9 customer service associates and led weekly discussions on performance expectations. ▪ Designed onboarding experience and retention strategies for customer success. ▪ Monitored and supervised the daily operations of all customer care activities within the business units and undertakings. ▪ Ensured that the monthly target for the virtual sales force is met. ▪ Ensured proactive cross-selling of new products and services to new and existing customers. ▪ Managed difficult interactions, followed up with escalations and pending issues, provided general supports for the team.

▪ Proactively engaged customers to resolve issues encountered with the company’s products and services and cross-sell new products and services to drive sales. ▪ Engage other business units in relation to the progress of complaint resolution and permanently address the root causes of any issue. ▪ Ensured all customers with complaints are contacted with regular update until resolution. ▪ Followed up on escalated issues by liaising with relevant business areas to resolve issues arising from customer complaints, process, or regulatory breaches. ▪ Coordinated and supervised complaint resolution and all Team Members to meet and exceed customer service expectations. ▪ Monitored and ensured all customer complaints are resolved within stipulated SLAs according to the organization process at first level and taking responsibilities for issues that requires second level resolution. ▪ Improved compliant resolution within SLA from 40% to 73%.