Open to opportunities

Dare Amoo

@dareamoo

Message

I resolve complex banking complaints across high-volume digital support channels.

Nigeria

Message

What I'm looking for

I'm looking for a customer experience or digital support role where I can resolve complex customer issues, improve service workflows, educate users on digital tools, and contribute to stronger customer satisfaction outcomes.

At Guaranty Trust Bank, I manage 50–100+ daily customer complaints, inquiries, and requests across X, Facebook, and email. I maintain a 92%+ first-contact resolution rate while keeping average response times below 15 minutes.

I use Finacle, Basis, Sprinklr, Freshdesk, Konnect Insight, and CRM tools to investigate banking and transaction issues, resolve escalated cases, and maintain accurate records for audits and service improvements. By guiding 3,000+ users to self-service digital banking tools, I contributed to a 50%+ reduction in repeat contacts and unnecessary branch referrals.

I also led peer product training and weekly knowledge reviews that helped raise my unit's quality assurance score to 98%.

Earlier, I managed overdue-account portfolios at Midstream Global Investment, negotiated repayment plans, and resolved customer balance disputes. My background in mass communication and teaching helps me communicate clearly, educate customers, and build positive relationships in complex service situations.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Guaranty Trust Bank

Apr 2022 - Present (4 years 4 months)

Managed and resolved 50-100+ daily cross-channel complaints and inquiries on X, Facebook, and Email, maintaining a 92%+ First Contact Resolution rate and reducing average response time to under 15 minutes. Achieved a consistent 95%+ Customer Satisfaction score by de-escalating high-risk complaints and implementing empathetic communication frameworks.

Sprinklr Freshdesk Microsoft Teams Microsoft Word Complaint Resolution Root Cause Analysis Dispute Resolution Customer Education Social Media Support Experience Management

Collections Officer

Midstream Global Investment Ltd

Jan 2021 - Mar 2022 (1 year 2 months)

Managed a portfolio of overdue accounts and proactively contacted customers to recover outstanding payments while maintaining positive customer relationships. Successfully negotiated structured repayment plans with debtors, improving recovery rates and reducing long-term outstanding balances.

Debt Collection Negotiation Customer Relationship Management Record keeping

Teacher

Seed Royal Academy

Jan 2020 - Dec 2020 (11 months)

Planned and delivered engaging lesson plans that improved student understanding, participation, and overall classroom performance. Designed learning activities that supported students' intellectual, social, and personal development.

Lesson Planning Classroom Management Student Assessment