Nomthandazo Theodora Nkomo
Summary
Dynamic Client Success Analyst at BlackRock with proven expertise in client relationship management and quality control. Skilled in utilizing CRM tools and adept at problem-solving, I successfully enhanced client engagement and streamlined operations, contributing to a significant increase in service efficiency. Passionate about delivering exceptional support and fostering strong client connections.
Overview
5
5
years of professional experience
Work History
Client Success Analyst
BlackRock
10.2024 - Current
- Respond to inquiries from clients, including shareholders, financial professionals, institutional clients, closed-end fund clients, iShares clients, and BLK employees regarding account status, legal requirements, fund operations, and information on BlackRock products, such as service options, fund performance, pricing, yields, portfolio characteristics, historical figures, tax implications, and other mutual fund-specific information.
- Assist clients and prospects with voice response unit access and navigation on the BLK website.
- Process telephone transactions for shareholders and their financial professionals, which include redemptions, exchanges, adjustments, and account maintenance.
- Ensure the accuracy of transactions by using the Quality Control Sheet.
- Provide support to other teams within BlackRock, such as USWA, Dealer Services, the BlackRock CollegeAdvantage 529 Plan, and Client Order Management, to meet departmental quality standards and ensure a smooth flow of operation.
- Report distribution, research account inquiries utilizing various resources, respond to written customer inquiries, and assist other departments.
- Manage ad-hoc projects assigned by team leaders and managers, such as internal call grading, Contact Us support, training classes support, etc.
Client Success Specialist
BlackRock
06.2022 - 09.2024
- Respond to telephone inquiries regarding account status (i.e., Account balances, trade, maintenance history, etc., legal requirements, fund operations, and information on BlackRock products, such as service options, fund performance, pricing, yields, portfolio characteristics, historical figures, tax implications, and other mutual fund-specific information.
- Assist customers with accessing and navigating the website, and the voice response unit.
- Partner with others within the Shareholder Services area to meet departmental quality standards, and ensure a smooth flow of operation.
- Process telephone transactions as requested by shareholders, or their representatives, using the online transfer agency system.
- Actively support report distribution, conduct account research using various resources, respond to written customer inquiries, and assist other departments.
Social Media Coordinator
Rutgers, Alcohol & Drug Abuse Assistance Program
01.2021 - 06.2021
- Launched a Public Figure campaign to bring awareness of alcohol and drug abuse, which resulted in increased traffic and engagement on ADAP’s Instagram page.
- I interviewed alcohol and drug abuse survivors to provide hope for alcohol and drug abuse victims.
- Created weekly motivation posts to encourage and support students who are in recovery.
Teaching Assistant
Braven Accelerator Program
01.2021 - 05.2021
- Managed 20-25 students by helping them build their resumes and cover letters.
- Maintained office hours to provide direct, individual feedback on career development projects and modules.
- Communicated effectively with Braven staff and leadership coaches to provide updates about the progress of 25+ Fellows.
Store Manager in Training (Internship)
CVS Pharmacy
06.2020 - 08.2020
- Oversaw 15 employees by delegating tasks to increase work efficiency and completing patrons' inquiries.
- Extensively researched 25+ CVS pharmacies to understand how each store increased sales percentages.
- Designed and executed a promotion booth, which led to an increase of 30+ enrollees within a week.
Education
Associate of Arts - Communication
Essex County College
Bachelor of Arts - Economics
Rutgers, The State University of New Jersey
Skills
- Languages: beginner in SQL
- Tools: PowerPoint, Outlook, and Customer Relationship Management Software (CRM)
- Soft Skills: Client relationship management, quality control, communication skills, team collaboration, problem solving, critical thinking, time management, adaptability, and multitasking
LEADERSHIP & PROJECTS
- Greater Boston Chamber of Commerce & Simmons University: Women’s Leadership Program
- BlackRock: How to Navigate BlackRock, sharing insights on networking and tips on how to reach out to people from other departments.
- BlackRock: Assisting with the onboarding with new hires
- BlackRock: Peer coaching.
EDUCATION
Presidential Scholarship with CIEE: Study abroad in Berlin, Germany
Timeline
Client Success Analyst
BlackRock
10.2024 - Current
Client Success Specialist
BlackRock
06.2022 - 09.2024
Social Media Coordinator
Rutgers, Alcohol & Drug Abuse Assistance Program
01.2021 - 06.2021
Teaching Assistant
Braven Accelerator Program
01.2021 - 05.2021
Store Manager in Training (Internship)
CVS Pharmacy
06.2020 - 08.2020
Associate of Arts - Communication
Essex County College
Bachelor of Arts - Economics
Rutgers, The State University of New Jersey
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