Meremi

CHIMEREMEZE BARTH-OBI
Client Relations and Account Management Professional | Financial Services and Fintech | Sales and Business Development
Malta | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
Financial services and fintech professional with over 8 years of experience spanning dedicated client retention and sales at an
FX brokerage, enterprise account management at Citibank Europe across EMEA, and business development. Proven ability to
manage active client portfolios, drive revenue growth through consultative selling and upsell initiatives, reduce churn through
proactive relationship management, and deliver against SLA and KPI frameworks in regulated environments. Experienced in
conducting business reviews, preparing performance reports and dashboards, coordinating cross-functional teams, and acting
as the primary point of contact for high-value clients. Strong CRM discipline, stakeholder communication skills, and a
consistent track record of building trusted, long-term client relationships across international markets. ITIL v4 Foundation
certified. Native-level English speaker based in Malta.

CORE COMPETENCIES
• Account Management and Client Lifecycle Ownership
• Client Retention, Churn Prevention and Reactivation
• New Business Development and Client Acquisition
• Consultative Sales – Upsell, Cross-sell and Revenue Growth
• SLA and KPI Monitoring and Performance Reporting
• Business Reviews – MBR, QBR and Strategic Account Planning
• Escalation Management and Complex Issue Resolution
• CRM Systems – Pipeline Management, Data Quality and Interaction Logging
• Cross-functional Coordination – Sales, Operations, Compliance, Finance and Technical Teams
• Regulated Financial Services Environment Experience

PROFESSIONAL EXPERIENCE

Business Development Manager | LoCarba Wellness, Abuja (Remote from Malta) Jan 2025 – Present
• Led client acquisition and commercial pipeline development, managing end-to-end relationship development with
prospective and existing clients to drive revenue growth and long-term account retention.
• Developed and presented tailored proposals to prospective clients, managing the full sales cycle from initial engagement
through to close.
• Coordinated cross-functional teams across operations, marketing, and leadership to align commercial activity with
company strategy and delivery capability.

Major Incident Manager | Citibank Europe, Warsaw Jun 2024 – Dec 2024
• Served as the central coordination point during high-priority banking and payments incidents, managing rapid
communication across technical, operations, and senior business stakeholder groups.
• Protected client confidence and service continuity during critical disruptions through structured escalation and proactive,
transparent communication.
• Conducted post-incident reviews, producing root cause analysis reports and corrective action plans to drive continuous
service improvement and reduce recurrence.
• Tracked resolution progress against agreed SLAs using ServiceNow and Jira, maintaining audit-ready documentation
throughout the incident lifecycle.

Regional Service Manager | Citibank Europe, Warsaw Dec 2022 – Jun 2024
• Owned service delivery and commercial relationships for enterprise banking clients across EMEA, acting as the primary
point of contact for performance, escalations, issue resolution, and account growth.

• Monitored account health metrics against SLAs and KPIs, proactively identifying risks to service quality, client satisfaction,
and retention, and implementing improvement plans.
• Conducted regular business reviews with senior client stakeholders, presenting performance data, ROI summaries, and
strategic recommendations, and tracking progress against commercial objectives.
• Identified and progressed upsell and expansion opportunities within the existing client base, collaborating with
commercial teams to maximise account value.
• Prepared and delivered monthly performance reports and dashboards for internal leadership and external client
stakeholders using Excel and Power BI.
• Coordinated cross-functional teams across technical, operations, compliance, and finance to resolve recurring client issues
and deliver sustained service improvements.
• Maintained comprehensive CRM records and account plans, ensuring full pipeline visibility and accurate reporting across
the client portfolio.

Client Retention Manager | Binary Online (Forex Brokerage), Kyiv Jan 2017 – Jun 2022
5 years in a dedicated client retention and sales role at an FX brokerage, managing a live portfolio of active trading clients
across international markets.
• Owned end-to-end relationships with active trading clients, managing portfolios to maximise engagement, trading
activity, and lifetime value (LTV) through targeted, consultative sales conversations.
• Conducted high-volume outbound reactivation campaigns to dormant and at-risk accounts, converting lapsed clients into
active revenue contributors through personalised objection handling and save-offers.
• Identified early-warning churn signals through CRM behavioural data analysis, triggering proactive retention interventions
before accounts fully disengaged.
• Designed and implemented a tiered early-warning CRM workflow that produced measurable improvements in
reactivation rates and a meaningful reduction in fully churned accounts.
• Consistently delivered against core KPIs including reactivation rate, active client count, deposit continuity, revenue
contribution, and client satisfaction scores.
• Guided clients through platform onboarding and trading journey milestones, improving confidence and product adoption
without providing financial advice.
• Maintained precise CRM records of all client interactions, ensuring accurate reporting, documentation, and audit-ready
records at all times.
• Collaborated with Operations, KYC, Dealing, and Support teams to resolve account issues efficiently and ensure a
seamless client experience.

TECHNICAL SKILLS AND TOOLS
• CRM Systems: pipeline management, client lifecycle tracking, data quality, interaction logging and workflow management
• Reporting and Analytics: Power BI, Microsoft Excel – KPI dashboards, performance reports and commercial analysis
• ITSM Tools: ServiceNow, Jira, Confluence – incident management, escalation tracking and workflow documentation
• Trading Platforms: MT4 and MT5 – client onboarding, platform education and product knowledge
• Communication: business reviews, stakeholder presentations, commercial negotiations, client correspondence

CERTIFICATIONS
ITIL v4 Foundation – PeopleCert, March 2024

LANGUAGES
English – Native-level fluency, C2 (spoken and written)

EDUCATION
IT in Business | WSB Merito University, Bydgoszcz — Oct 2024 – Present
Business Administration | Ukrainian American Concordia University, Kyiv — Sept 2018 – Jun 2022