Divine Ajaere
@divineajaere
Company Service Ambassador specializing in digital banking customer experience, dispute resolution, and user adoption.
ZimbabweWhat I'm looking for
I’m a Customer Experience professional with over 5 years of experience in Nigeria’s leading financial institutions, focused on managing digital banking inquiries, resolving complex financial disputes, and enhancing user adoption of digital platforms. I’m adept at using modern CRM tools to streamline workflows and maintain a 95%+ Customer Satisfaction (CSAT) rating.
At Sterling Financial Holding, I manage end-to-end customer journeys across digital and physical touch-points, serving as the primary point of contact for technical troubleshooting of mobile banking apps and resolving 40+ complex queries daily. I partner with product teams using user feedback and data-driven insights to identify bottlenecks and reduce turnaround time (TAT) by 15%—and previously, at UnitedBank of Africa (UBA), I improved onboarding and service delivery by reducing wait time by 20% and supporting 100+ walk-in customers daily.
Experience
Work history, roles, and key accomplishments
Service Ambassador
Sterling Financial Holding
Sep 2024 - Present (1 year 9 months)
Managed end-to-end customer journeys across Sterling’s digital and physical touchpoints, serving as primary point of contact for technical troubleshooting of mobile banking apps. Resolved 40+ complex queries daily, contributed user feedback to product teams, and reduced turnaround time (TAT) by 15% through data-driven process improvements while maintaining 95%+ CSAT.
Customer Experience Management
Sterling Financial Holding
Oct 2022 - Sep 2024 (1 year 11 months)
Onboarded customers for open savings/current and corporate accounts while explaining banking products clearly to ensure compliance and understanding. Handled 100+ walk-in customers daily, implemented queue management and appointment scheduling to reduce wait time by 20%, logged cases in the bank’s CRM with follow-up within 24 hours, and trained 17 staff on customer service best practices.
Customer Experience Expert
United Bank for Africa (UBA)
Jun 2022 - Oct 2022 (4 months)
Guided customers in using mobile and online banking platforms and monitored high-value customer transactions to support timely issue resolution. Responded to telephone and email inquiries for card and account access, provided advice on loans and credit cards to drive cross-sell, and resolved escalated service issues within service-level timelines while achieving 95% customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Federal University of Technology, Minna
Second Class Honors, Urban and Regional Planning
2021 -
Studied Urban and Regional Planning at Federal University of Technology, Minna, earning Second Class Honors.
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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