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Anthonia Aguzie

@anthoniaaguzie

Customer Experience Executive at United Bank for Africa who recovered over 75% of customers intending to close their accounts.

Nigeria

Message

At United Bank for Africa, I supported customers across phone, email, live chat, and social media, maintaining over 90% SLA compliance. I recovered more than 75% of customers intending to close their accounts and received the Extra-Mile Award in 2023, 2024, and 2026.

At Multichoice Nigeria, I handled subscription, billing, and technical support inquiries, and collaborated with technical support and engineering teams on escalated service interruptions. Earlier, at Fouani Group (LG Electronics), I supported customers with after-sales service, warranty claims, and repairs. I’ve also mentored new Customer Experience Representatives and facilitated knowledge-sharing sessions.

Experience

Work history, roles, and key accomplishments

Customer Experience Executive

United Bank for Africa

Nov 2022 - Jul 2026 (3 years 8 months)

Delivered omnichannel customer support, managed escalations, and maintained high SLA compliance. Recognized with the Extra-Mile Award for exceptional service and leadership.

Customer Support CRM Freshdesk Complaint Resolution SLA Compliance Omni Channel Support Mentorship Cross Functional Collaboration

Customer Care Representative

Multichoice Nigeria

Jan 2021 - Sep 2022 (1 year 8 months)

Assisted customers with subscriptions, billing, and technical support across multiple channels. Achieved high first contact resolution and maintained accurate documentation.

Customer Support CRM Ticketing Systems Troubleshooting Account Management Documentation

Customer Care Representative

Fouani Group (LG Electronics)

Feb 2018 - Dec 2019 (1 year 10 months)

Provided after-sales support, warranty services, and technical troubleshooting. Coordinated repairs and maintained detailed service records.

After Sales Support Warranty Management Technical Troubleshooting CRM Customer Service

Education

Degrees, certifications, and relevant coursework

UBA Academy

Information Security Awareness Training, Information Security

2024 - 2024

Completed Information Security Awareness Training in 2024.

UBA CX School of Excellence

The Customer Experience Course, Customer Experience

2024 - 2024

Completed The Customer Experience Course in 2024.

UBA Academy

Annual Compliance Course, Compliance

2024 - 2024

Completed Annual Compliance Course in 2024.

Yaba College of Technology

Ordinary National Diploma, Computer Science

Earned an Ordinary National Diploma in Computer Science in 2021.

Jobberman

Accelerated Jobberman Soft Skills Training, Soft Skills

Completed Accelerated Jobberman Soft Skills Training covering effective communication, emotional intelligence, personal effectiveness, and time management.