Brenda Bett

About

Optimized operations by ensuring a satisfaction rate of over 85% across customer support, back-office, and Onboarding, driving higher customer satisfaction and loyalty. Accelerated the delivery of new trading applications and third-party systems, resulting in an increase in customer acquisition and overall business growth. Successfully led the team in integrating automated KYC systems with the company's CRM system, resulting in an impressive 80% automation of KYC procedures and enhancing overall productivity. Optimized mobile money payments on trading platforms through PSP integrations, leading to a reduction in manual processing errors and a 100% decrease in payment processing time. Transaction monitoring and reporting to relevant bodies.

Experience

• Operations Manager · Scope Markets Ltd07-01-2019 – 04-01-2024

  Operations •Responsible for monitoring and managing day-to-day operational processes. They ensure that payment transactions are processed accurately and efficiently, troubleshoot any issues • Manage the settlement process between PsPs collection account and our client segregated account •Oversee the onboarding of new PsPs or services, system upgrades, and process improvements as well as to coordinating efforts across departments to ensure projects are completed on time and within budget. • Monitor client trading activities and report on any unscrupulous activity such as Arbitrage to both Compliance and Group Operations. •Preparation of Monthly Transaction monitoring reports including Transaction Monitoring, Trading activity versus Amount deposited etc. to the Compliance Department. •Provide CRM administration support and communicate with External stakeholders such us Banks, CRM provider, PsPs to ensure seamless service delivery and internal team support. •Prepare quarterly, and bi-annual board reports on the department’s progress and performance. •Actively participate in Company projects including formulating Business Cases, project testing and reporting, signing off and launching of successful projects such as CRM system, In-house applications, and Third-party integration. Back-office • Manage daily reconciliations conducted by the team for all client funds and address any discrepancies. • Monitor transactions to identify and flag any suspicious activity related to fraud, AML, or terrorism financing. •Transaction processing for B2C and N2B client accounts. Customer Support • Ensure that the customer service team delivers excellent service • Ensure that clients are onboarded within the set SLAs • Manage and resolve complex trading complaints from clients of all levels by conducting thorough investigations, analysis, appropriate escalation, and providing detailed feedback. • Provide cross-departmental support to ensure a seamless customer experience.

• Client Support Executive · EGM Securities Limited10-01-2018 – 06-01-2019

  • Deal directly with clients’ inquiries through phone, email, and live chats. • Obtain and evaluate all relevant information to handle inquiries correctly. • Assist in back-office processes and procedures, including fund settlement to client accounts, conducting daily reconciliations, and monitoring transactions. • Processing of Introducing brokers (partners) withdrawals • Thorough investigation of trading complaints and escalation of complaints to trade operations department •Ensure timely reporting of trading complaints to the Compliance Department for record-keeping and assist the compliance team in addressing any complaints received from regulators related to client trading matters. • Maintain detailed records of all inquiries, comments, and complaints. • Collaborate and coordinate on issues with other departments. • Prepare and update policies and procedures for the Operations department • Assist new clients in navigating the account opening process and complying with the company's KYC (Know Your Customer) procedures.

Education

• University of KabiangaBachelor's Degree, Communication and Public Relations

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