Open to opportunities

Emeka Chinomso

@emekabright

I improve banking customer experiences through CRM optimization, complaint resolution, compliance, and data-driven service operations.

Nigeria

Message

I've supported banking customers at Zenith Bank Nigeria and United Bank for Africa through high-volume phone and email service, transaction support, complaint resolution, and operational workflows.

At Zenith Bank, I implemented CRM-based feedback tracking, partnered with IT to reduce email response time by 20%, and analyzed customer interactions to help reduce repeat inquiries by 10%.

At United Bank for Africa, I integrated CRM tools with internal databases to reduce follow-up contacts by 20%, monitored workflow metrics to improve team efficiency by 15%, and supported compliance, risk, and fraud-prevention activities.

I also train new hires, build knowledge bases and documentation, conduct root-cause and quality analyses, and use customer insights to improve service consistency and resolution outcomes.

Experience

Work history, roles, and key accomplishments

Operations Customer Service Representative

United Bank For Africa

Feb 2022 - Jun 2026 (4 years 4 months)

Streamlined customer inquiry resolution by integrating CRM tools, coordinated with compliance teams, and trained new hires. Analyzed transaction discrepancies and optimized call routing to improve efficiency.

CRM Data Analysis Compliance Training Process Improvement Workflow Optimization Documentation Fraud Prevention Spreadsheets Routing Knowledge Base Root Cause Analysis

Customer Care/ Call&Email Representative

Zenith Bank Nigeria

Dec 2018 - Jan 2022 (3 years 1 month)

Responded to customer inquiries and complaints via phone and email, managed high volumes, and escalated complex issues. Implemented feedback tracking and collaborated with IT to streamline email routing, reducing response time.