At AccessBankPLC, I support customers with account service requests and banking inquiries, maintaining 90%+ CSAT and 85%+ first-contact resolution.
I process account service requests with 98% accuracy while ensuring compliance with KYC, AML, and banking regulations. I also maintain accurate CRM records and meet SLA, KPI, and quality assurance targets.
Through proactive follow-up and case resolution, I improved complaint turnaround time and helped increase digital banking adoption by promoting self-service solutions. My interests include customer experience, customer success, loyalty and retention, and digital experience.
