Open to opportunities

Deborah Gina

@deborahgina

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Customer-focused data scientist with 7+ years in support, CRM, and technical problem-solving.

United Kingdom

Message

What I'm looking for

I'm seeking a customer-facing role where I can combine CRM and data skills to improve CX, drive automation, mentor teams, and work in a collaborative, tech-driven company that values continuous improvement.

I hold an M.Sc. in Data Science (Distinction) and bring 7+ years' experience across Sales, Customer Success, and Technical Support, working in fast-paced, tech-driven environments. I am skilled at using CRM platforms and data tools to streamline processes and improve customer journeys.

I have a track record of measurable impact — improving first-contact resolution by 42%, implementing automation to reduce ticket volume, and leading teams through onboarding and compliance initiatives. I am collaborative, solutions-oriented, and committed to delivering exceptional service while using data and automation to drive continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Support Worker

Current

NHS

Mar 2023 - Present (2 years 5 months)

Provide personalized support to service users, ensuring safety, well-being, and skill development through structured activities. Handle inbound customer enquiries via phone and email and document behaviours to inform care planning and complaint resolution.

Mental Health Support Crisis Intervention Customer Service Documentation Phone Support Email Support Teamwork

Team Lead, Electronic Payment Operations

First Bank of Nigeria Ltd

Jan 2022 - Jan 2023 (1 year)

Led payment operations supporting clients and stakeholders via phone and digital channels and implemented automation tools to streamline support and reduce ticket volume. Trained junior agents and provided continuous feedback to enhance service quality.

Ticketing Systems Process Improvement Payments Operations Automation)RPA Customer Support Training

Head, Financial Services

First Bank of Nigeria Ltd

Dec 2018 - Jan 2022 (3 years 1 month)

Oversaw account management, client onboarding, and compliance tracking while facilitating KYC/AML training for frontline staff. Coordinated cross-functional teams to ensure end-to-end client satisfaction and maintained CRM-based service delivery.

Account Management Onboarding KYC Microsoft Dynamics CRM Training Compliance

Customer Service Advisor

First Bank of Nigeria Ltd

Oct 2013 - Dec 2018 (5 years 2 months)

Resolved technical and financial queries across phone, email, and digital channels and improved first-contact resolution by 42% through coaching and CRM integration. Developed onboarding materials, delivered live training, and ensured KYC compliance.