Awele Dibie

·       Led end-to-end digital transformation and process automation initiatives, replacing manual Excel-based workflows with scalable automated solutions, delivering 65% efficiency improvement and 70% reduction in turnaround time.

·       Conducted business process analysis, requirements elicitation, and functional documentation, translating business needs into technology-enabled solutions.

·       Led end-to-end analysis and improvement of card dispute resolution processes across CRM and third-party platforms.

·       Drove automation of dispute logging and review using RPA and API integrations across Interswitch and UPSL platforms, significantly improving turnaround time and accuracy.

·       Developed management dashboards and reports tracking dispute volumes, failure rate

·       Reviewed and improved claims and dispute processing SOPs, ensuring compliance with policies and regulatory requirements.

·       Performed process reviews and root-cause analysis to reduce rework and escalation volumes.

·       Coordinated with internal teams and external partners to resolve third-party dependent transactions.

·       Supported process improvement initiatives,

• Co-ordinated, assigned and reviewed the work of processors engaged in customer data modification on savings and current accounts.
• Examined and verified accuracy of work and authorize routine customer data modification on accounts.
• Resolved work-related problems, prepare and submit progress and other reports.
• Identified training needs and train workers in job duties, Standard Operating Proc

• Trained and mentored over 10 new employees on dispute resolution, Freshdesk and Conversocial quarterly.
• Ensured high level of branch service delivery through rigorous follow-up on customer feedback raised as Voice of Customers spooled from Conversocial and channeled to management, over 55 issues daily.
• Resolved 640+ weekly customer enquiries, requests and complaints via social media platfor

·       Responded to 550+ customer inquiries weekly regarding orders, billing and technical problem notifications.

·       Used Chatra and Google Sheets to track orders, gather information, complaints or comments, as well as actions taken to resolve issues.

·       Verified and processed orders and transactions over 500 weekly and responded to inquiries on products and services.

·       S

Issued Aug 2024

Issued Sep 2022

Issued Sep 2022

Issued Jan 2021

Issued Jan 2021

Issued Oct 2020