Ayomide Faleti
@ayomidefaleti
I improve banking customer experiences through support, quality assurance, CRM, and training.
NigeriaWhat I'm looking for
I've supported customer experience operations at Access Bank Plc across digital banking, quality assurance, and training. I resolve customer enquiries across voice, email, and digital channels while managing cases accurately in CRM systems.
As a Customer Experience Training Specialist, I deliver training, maintain CRM knowledge resources, analyze customer feedback, and support onboarding for customer-facing teams.
Previously, I monitored customer interactions for quality and compliance, identified recurring issues, and partnered with team leads and operational teams to close customer experience gaps. My work is grounded in empathy, effective communication, issue resolution, and continuous process improvement.
I also bring administrative experience from University of Benin Teaching Hospital and quality assurance experience from Nestlé Nigeria Plc, supported by a B.Sc. in Biochemistry.
Experience
Work history, roles, and key accomplishments
Customer Experience Training Specialist
Access Bank Plc
Feb 2025 - Present (1 year 6 months)
Delivered training programs to improve customer service quality and adherence to operational standards. Analyzed customer feedback and service trends to enhance customer experience.
Quality Assurance Analyst
Access Bank Plc
Jul 2024 - Jan 2025 (6 months)
Monitored customer interactions across phone and digital channels to ensure service quality and compliance. Identified recurring issues and recommended improvements to enhance customer satisfaction.
Customer Support Specialist
Access Bank Plc
Dec 2022 - Jun 2024 (1 year 6 months)
Delivered exceptional support across voice, email, and digital channels for digital banking products. Investigated issues, identified root causes, and provided timely solutions to improve satisfaction.
Healthcare Management Assistant
University of Benin Teaching Hospital
Aug 2021 - Jul 2022 (11 months)
Supported operational and administrative activities for the Office of the Deputy Chairman, Medical Advisory Committee. Prepared reports, maintained confidential records, and coordinated documentation.
Assisted with laboratory testing, product inspections, and quality assurance activities to ensure compliance with quality standards. Documented findings and communicated observations for continuous improvement.
Education
Degrees, certifications, and relevant coursework
Oduduwa University
Bachelor of Science, Biochemistry
Grade: Second Class Honours
Pursued a Bachelor of Science in Biochemistry, graduating with Second Class Honours.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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