Akpabio Joy
@akpabiojoy
I improve customer journeys, resolve complex issues, and strengthen retention across financial services.
NigeriaWhat I'm looking for
I've delivered customer support and journey improvements for Arnergy Solar Nigeria, United Bank for Africa, Ecobank Nigeria, and Bckash Cooperative Finance. Across energy, banking, and financial services, I've resolved account, billing, transaction, and digital-platform issues while helping customers adopt self-service tools.
At UBA, I managed more than 150 daily customer interactions and helped achieve 97% customer satisfaction and 97% first-contact resolution. I use CRM systems, reporting, complaint resolution, and cross-functional collaboration to improve service quality, reduce escalations, and build long-term customer loyalty.
Experience
Work history, roles, and key accomplishments
Customer Experience Associate
Arnergy Solar Nigeria Ltd
Aug 2023 - Present (3 years)
Assisted customers with onboarding, service activation, payment processes, and account updates. Managed inquiries across phone, email, and live chat, resolving complaints and educating customers on products and self-service options.
Customer Support Executive
United Bank for Africa (UBA)
Aug 2021 - Jul 2023 (1 year 11 months)
Managed over 150 daily customer interactions across phone, email, and digital channels, achieving a 97% customer satisfaction rating. Diagnosed and resolved issues efficiently, achieving a 97% First Contact Resolution rate.
Customer Service Executive
Ecobank Nigeria
Jul 2019 - Aug 2021 (2 years 1 month)
Delivered end-to-end support for retail banking products and digital platforms, improving customer satisfaction scores by 18%. Resolved complaints adhering to SLAs and compliance, reducing escalations by 22%.
Customer Service Officer
Bckash Cooperative Finance
Mar 2016 - Nov 2018 (2 years 8 months)
Maintained a 95% customer satisfaction rating by resolving complaints efficiently and proactively addressing concerns. Increased product uptake by 30% through targeted education and personalized relationship management.
Education
Degrees, certifications, and relevant coursework
National Open University of Nigeria
Bachelor of Science, Mass Communication
Bachelor of Science in Mass Communication from the National Open University of Nigeria.
Moshood Abiola Polytechnic
National Diploma, Mass Communication
National Diploma in Mass Communication from Moshood Abiola Polytechnic.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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