Meremi

CHIMEREMEZE BARTH-OBI
Client Relations and Account Management Professional | Financial Services and Fintech | Sales
and Business Development
Malta | [открыть контакты](см. выше в блоке «контактная информация») | [открыть контакты](см. выше в блоке «контактная информация») | [открыть контакты](см. выше в блоке «контактная информация»)

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 and Account 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 and Sales 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