Emena Chidimma

At Fidelity Bank, I handle 80+ customer interactions daily across phone, in-person, and digital channels while maintaining a 95%+ customer satisfaction rating.

I resolve account queries, complaints, and platform access issues at first contact, achieving approximately 80% first-contact resolution and reducing repeat contacts by 20%. I also onboard 50+ customers monthly onto digital banking platforms and manage cases through internal CRM tools.

Previously at Polaris Bank, I supported account opening and digital onboarding for 30+ new customers each month. Through proactive follow-up, issue resolution, and relationship management, I maintained a portfolio of 100+ accounts with a 90% retention rate.

I'm comfortable working remotely across time zones and bring practical experience with CRM systems, ticketing platforms, customer documentation, escalation management, and service reporting.