At Jumia Nigeria, I handled more than 350 daily customer inquiries about orders, payments, deliveries, and accounts while maintaining a 95% customer satisfaction rate. I also resolved escalated complaints across live chat, email, and phone, contributing to a 20% reduction in repeat complaints.
At PNC Bank, I assisted customers with digital banking transactions and guided them through HELOC and CHELOC applications. I also explained banking products and supported cross-selling based on customer needs and eligibility.
At Leadway Assurance, I supported client onboarding and policy processing, maintained CRM records, and prepared operational reports. Across my customer support and virtual assistant roles, I’ve used CRM and collaboration tools to track cases, organize workflows, and support customer and administrative operations.
