Boluwatife Albert

I am a personable customer experience professional with four years of hands-on experience in outbound calling, sales, and banking support. I focus on building rapport quickly and communicating with clarity and empathy to resolve issues efficiently.

At PRA Group I managed high-volume outreach, initiating 150+ daily calls and negotiating repayment plans that reduced outstanding loan balances by 20% in a quarter. I consistently closed agreements with roughly 30% of contacted customers each month and improved recovery rates through persistent follow-ups.

While at United Bank for Africa I assisted 80+ customers daily, resolved over 95% of issues on first contact, and contributed to a 15% increase in product uptake via cross-selling. I also maintained a 90% escalation resolution rate within 24 hours and worked cross-functionally to cut resolution times by 25%.

I am proficient with Microsoft Office, HubSpot, Salesforce, Slack, and CRM/chat platforms, and I manage tone and stress well in demanding interactions. I bring dedication, active listening, and a customer-first mindset to roles focused on recovery, retention, and service excellence.