Adaugo Ekeh
@adaugoekeh
Customer Success professional driving digital adoption and exceptional client outcomes.
NigeriaWhat I'm looking for
I am a results-driven Customer Success professional with over 6 years' experience in the financial sector, delivering phone, email, chat, and digital support that drives client satisfaction and loyalty.
I have a strong track record improving digital banking adoption, reactivating dormant accounts, and proactively reducing complaints—achieving metrics like a 99% satisfaction rate and a 95% 24-hour resolution rate.
Technically proficient in CRM and collaboration tools (Salesforce, Finacle 10x, Zendesk, Slack, Jira), I partner closely with product and engineering teams to shorten ticket resolution times and improve operational efficiency.
I bring empathetic client engagement, structured problem-solving, and SLA-focused delivery to roles that demand multitasking, stakeholder communication, and measurable impact on customer experience.
Experience
Work history, roles, and key accomplishments
Customer Support Officer
Stanbic IBTC Bank
Dec 2022 - Present (2 years 9 months)
Manage onboarding and digital banking adoption for 200+ clients monthly, reducing complaints by 15% and achieving a 95% resolution rate within 24 hours by improving ticket workflows and escalation processes.
UACustomer Service Officer
United Bank For Africa
Jan 2021 - Dec 2022 (1 year 11 months)
Handled 50+ daily inquiries, reactivated 200+ dormant accounts and drove a 20% increase in digital product adoption while maintaining a 99% customer satisfaction rating.
Education
Degrees, certifications, and relevant coursework
TNThe Chartered Institute of Bankers of Nigeria
Certification, Ethics and Compliance
Awarded an Ethics and Compliance Certification in April 2024.
SASalesforce
Professional Certificate, CRM Analytics
Completed Salesforce CRM Analytics training/certification in October 2023.
IBFC Alliance
Professional Training, Banking Operations
Completed training on Understanding Banking Business and Operations in August 2023.
UBUniversity of Benin
Bachelor of Agriculture, Animal Science
Grade: Second-Class Upper Division
Completed a Bachelor of Agriculture in Animal Science with Second-Class Upper Division, awarded in August 2016.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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