JACKSON TINASHE NYAKUSENDWA

• Facilitated Trade Republic's Anti-Financial Crime operations as KYC/AML analyst, concentrating on transaction monitoring, account security, and fraud prevention.
• Investigated suspicious activity, enhancing customer identity verification, account access, and compliance resolution.
• Partnered with compliance and legal teams to improve KYC/AML process effectiveness.
• Applied technical expertise to resolve account and platform inquiries, ensuring customer satisfaction.
• Uphold high standards of data privacy, customer empathy, and regulatory awareness.

• Prepared monthly financial statements, including profit and loss and balance sheet.
• Recorded daily transactions and maintained accurate general ledger to ensure financial accuracy.
• Reconciled bank, supplier, and customer accounts to ensure accurate reporting.
• Managed accruals and prepayments to support timely and accurate month-end financial reporting.
• Performed budget tracking and variance analysis to identify discrepancies and inform financial decisions.
• Maintained organized financial records to support audit requirements.

• Resolved customer inquiries and technical issues across voice, internet, and billing services, maintaining a professional and empathetic approach to build customer trust.

• Communicated clearly with diverse customers, simplifying technical information to improve first-contact resolution rates.

• Collaborated with team members and departments to escalate and resolve complex customer issues, enhancing overall customer satisfaction.

• Followed up on unresolved cases, ensuring customers received timely and accurate solutions to enhance retention.

• Adapted quickly to new systems, processes, and product updates within a fast-paced telecom environment, reaching full productivity ahead of expectations.

• Sought feedback and coaching to strengthen product knowledge and customer service skills, accelerating onboarding process.