Elizabeth Ajayi

Handled high-volume customer enquiries across phone, email, live chat, and messaging, achieving 95% first contact resolution and maintaining 99% documentation accuracy in CRM. Improved self-service usage by 60% by creating and updating knowledge base content, and supported customer retention with complaint escalation and troubleshooting.

Managed customer records and payment tracking, following up on discrepancies to ensure accurate remittance and account accuracy. Reactivated dormant customers to improve active usage, supported a portfolio of 700+ customers, resolved complaints, and coordinated with logistics teams for timely delivery.

Reported daily collections, maintained accurate records, and conducted customer verification calls to confirm payments and prevent fraud. Supported a six-agent team by tracking collections in Excel, monitoring agent documentation, and working on field recovery of overdue payments while ensuring accurate financial reporting.

Onboarded new clients through outbound calls and field visits by verifying business eligibility and assessing loan needs. Maintained customer relationships through follow-up calls during repayment to ensure a smooth loan experience and consistently met performance targets.

Managed end-to-end booking for photography sessions, coordinating schedules to reduce appointment conflicts and cancellations. Served as the front-desk first point of contact, handled high-volume phone and email inquiries, improved attendance through proactive reminders, and coordinated teams and logistics to meet editing deadlines.

Completed an HND in Chemical Engineering at Kaduna Polytechnic in 2023.