Badru Apina

I’m a “Dynamic, results-driven, and tech-savvy” Customer Support Specialist with over 5 years of omnichannel experience resolving complex Tier-II escalations. I combine live chat, email, and phone support with technical channel error diagnosis to drive fast, accurate resolutions in high-volume environments.

As a Customer Service Representative II (Remote-Capable) at In Touch Credit Union, I served as a primary Tier-II escalation point and live chat problem-solver. I maintained full ownership of complex user issues from initial contact through ultimate resolution, adapting my communication tone from patient, educational guidance to efficient troubleshooting for power-users. I also achieved 200% of quarterly cross-sell goals for three consecutive months and spearheaded a structured consumer profiling methodology for digital onboarding adopted branch-wide.

Earlier at Wells Fargo, I delivered high-quality, solution-oriented service across high-volume live chat, email, and phone. I managed deposit accounts and complex consumer application pipelines while ensuring meticulous documentation in a high-compliance environment, translating complex product data and regulatory requirements into clear, user-friendly language. I consistently met and exceeded monthly sales and performance targets while maintaining top-tier customer satisfaction (CSAT) scores.

Before transitioning fully into customer support and technical troubleshooting, I built strong analytical discipline as a Junior Accountant at East African Packaging Industries Limited. I managed accurate financial records, account reconciliations, and compliance reporting, and prepared thorough data-driven reports for senior leadership. Today, I bring that same precision and documentation rigor to CRM and ticketing workflows, supporting quality assurance and repeatable customer outcomes.