Chinenye vera

Managed complex, high-priority escalations by coordinating with fraud, compliance, and settlement teams to resolve cases within SLA. Reviewed recurring complaint patterns for systemic issue follow-up and confirmed resolution with customers before closing escalated tickets.

Resolved customer queries and complaints across live chat, email, and social media for payment, card, and wallet funding issues. Escalated unresolved cases to the right departments, ensured SLA compliance, and reactivated blocked/dormant accounts after verification checks.

Assisted customers with core banking processes including account setup, fund transfers, and bill payments. Resolved failed transaction and refund requests, provided app troubleshooting, and maintained banking security and regulatory compliance.

Contacted clients to communicate new products, services, and policy updates for telecommunications offerings. Supervised agents by setting daily targets, compiling performance reports, training new staff, and de-escalating dissatisfied customers to achieve resolved outcomes.

Managed inbound customer requests across calls, emails, and web chat while coordinating with departments to resolve issues efficiently. Produced daily and monthly sales and inventory reports and coordinated factory orders and timely deliveries to stores and customers.

Planned and delivered primary school lessons as part of mandatory NYSC service. Supported student learning through structured classroom instruction.

Earned a B.A. in German Language and Literary Studies from the University of Nigeria, Nsukka.

Completed secondary education and obtained the West African Senior School Certificate Examination (WASSCE).