Clara Sagay
@clarasagay
Impact-oriented Customer Experience Executive driving satisfaction and process improvements.
NigeriaWhat I'm looking for
I am an impact-oriented Customer Experience Executive with proven success in banking and financial services, skilled at managing high volumes of inbound and outbound communications, using CRM tools like Zendesk and Freshdesk, and improving CRM data accuracy by 90% to boost operational insight and customer engagement. I consistently meet and exceed KPIs, achieve 98–100% satisfaction ratings, reduce wait times by 40%, and collaborate with sales and technology teams to refine products based on customer feedback.
I have experience onboarding customers and new team members, handling transaction and complaint resolutions that reduce recurrence rates, and driving conversion improvements through clear communication and problem solving. My background spans customer care, loan support, and broadcasting, and I bring empathy-driven service, process-improvement focus, and strong remote collaboration skills to roles that prioritize customer satisfaction and operational excellence.
Experience
Work history, roles, and key accomplishments
Customer Experience Executive
VFD Microfinance Bank
Feb 2023 - Present (2 years 11 months)
Resolved complex customer issues with 98–100% satisfaction and reduced wait times by 40%, improving digital banking adoption and onboarding accuracy for Tier 3 KYC.
Customer Experience Officer
Safegate Microfinance Bank
Oct 2021 - Jan 2023 (1 year 3 months)
Conducted 100+ outbound calls daily and increased conversion rates by 20% through tailored pitches and improved client communication, boosting acquisition and retention.
Loan Support Agent
NewEdge Finance Limited
Mar 2021 - Sep 2021 (6 months)
Maintained regulatory-compliant loan documentation and improved CRM data accuracy by 90%, supporting timely loan processing and effective recovery communications.
Customer Care Representative
Cobbler Care & Customer Service and Logistics
May 2020 - Mar 2021 (10 months)
Handled customer inquiries and order processing to achieve a 98% fulfillment rate while gathering feedback to drive service improvements and reputation management.
Pidgin Presenter
Pen Radio
Jan 2020 - Apr 2020 (3 months)
Co-hosted live call-in shows in Pidgin English, managed audience engagement, and produced scripted content to increase listener interaction.
Programs Intern
Nigerian Television Authority
Dec 2012 - May 2013 (5 months)
Supported news feature production and assisted with script editing and field coverage for broadcasts, contributing to timely segment delivery.
Education
Degrees, certifications, and relevant coursework
NJNigerian Institute of Journalism
Higher National Diploma, Mass Communication
Completed a Higher National Diploma in Mass Communication with coursework and practical training in journalism and media production.
Delta State Polytechnic
National Diploma, Mass Communication
Completed a National Diploma in Mass Communication with foundational studies in media, broadcasting, and communications.
Availability
Location
NigeriaAuthorized to work in
Job categories
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