At Sterling Bank PLC, I direct high-volume service operations across seven business units, leading more than 100 employees and supporting transactions exceeding US$1 billion annually.
I resolve complex escalations, conduct root cause analysis, and implement corrective actions that contributed to a 40% increase in Net Promoter Score. I also maintain quality assurance, data privacy, SLA monitoring, and operational controls while improving workforce efficiency.
Over 16 years in customer service and service management, I’ve coached teams, strengthened client relationships, and delivered calm, practical resolution in high-pressure environments.
