Abisola Junaid
@abisolajunaid1
I improve high-volume customer operations, resolving complex issues while raising satisfaction and first-contact resolution.
NigeriaWhat I'm looking for
At Access Bank’s Contact Centre, I manage high-volume customer calls and emails, reduce repeat complaints through root-cause resolution, and maintain 99.8% CRM documentation accuracy. I partner with back-office teams to resolve account errors and complex financial disputes within SLA targets.
Previously, I led project delivery at Natty Empire and managed guest relationships at Feminisimi Hotel, improving stakeholder satisfaction, workflow accountability, and guest wait times. Across banking, project operations, and hospitality, I use data, emotional intelligence, and proactive engagement to sustain strong customer outcomes.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
Access Bank
Jan 2024 - Present (2 years 8 months)
Spearheaded front-line service delivery across high-volume inbound channels, contributing to a 15% reduction in repeat complaints. Maintained 99.8% documentation accuracy and accelerated resolution of complex financial complaints.
Project Manager
Natty Empire
Apr 2017 - Jan 2024 (6 years 9 months)
Directed stakeholder communications and account health frameworks, driving a 20% improvement in satisfaction metrics. Led cross-functional teams to clear production bottlenecks and compressed dispute timelines by 25%.
Client Relations Specialist
Feminisimi Hotel (Ariya Palace)
Jun 2014 - Mar 2017 (2 years 9 months)
Orchestrated front-of-house client touchpoints, handling 40-60 daily interactions with 95%+ data accuracy. Re-engineered reservation systems to reduce guest wait times by 20% and achieved a 90% first-contact resolution rate.
Education
Degrees, certifications, and relevant coursework
Rome Business School
Master of Business Administration, Business Administration
Pursuing an International Master in Business Administration (IMBA) from Rome Business School, expected to complete in October 2026.
National Open University of Nigeria
Bachelor of Science, Political Science
Conferred a Bachelor of Science in Political Science from the National Open University of Nigeria in November 2022.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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