Evans Edengu

Oversaw daily quality assurance standards and handled team briefing and training within the contact center. Conducted daily spot checks on agent interactions across various channels and used quality monitoring systems to track performance. Ensured prompt resolution of customer issues and participated in listening programs to identify needs and expectations.

Managed large volumes of inbound and outbound calls, identifying customer needs and providing solutions while maintaining detailed call logs. Oversaw social media content, created brand awareness, and engaged with users across platforms like Facebook, Twitter, and Instagram. Coordinated social media messaging with other departments and tracked customer interactions to ensure excellent service.

Managed high volumes of inbound and outbound customer calls, following scripts and identifying needs to provide effective solutions. Created and maintained call logs to ensure first contact resolution and handled customer complaints according to bank policy. Generated sales and mobilized deposits while ensuring timely resolution of issues.

Taught Commerce and Accounting to senior secondary students, preparing assessment questions and assigning grades. Mentored students on career path selection as part of the National Youth Service Corps program.

Grade: Second Class Lower

Completed a Bachelor of Science degree in Banking and Finance. Focused on core principles of financial markets, investment analysis, and banking operations. Gained knowledge in economic theory and financial management.

Obtained the Senior Secondary School Leaving Certificate. Completed studies covering a range of subjects required for secondary education.