Open to opportunities

Fortune Mazi Waze

@fortunemaziwaze

Customer service professional with 8+ years in banking, logistics, and remote digital support—resolving issues fast with empathy.

Nigeria

Message

What I'm looking for

I’m looking for on-site or remote customer support roles where I can resolve complex issues with empathy, manage SLAs/TAT, and use digital tools confidently—ideally in banking or customer-focused operations that value accuracy and service excellence.

I’m a customer service professional with over 8 years of frontline experience across banking and logistics, supporting customers both in-branch and through remote/digital channels. I’m known for turning complex situations into positive outcomes with professionalism, empathy, and speed.

At Keystone Bank, I served as the primary point of contact for hundreds of customers daily—handling high-volume deposits, withdrawals, transfers, and cheque validation with exceptional accuracy. I perform thorough KYC/AML identity verification, resolve account disputes and transaction errors with first-contact resolution, and maintain meticulous end-of-day reconciliation and vault records with a zero-tolerance approach.

Previously, as a Regional Customer Service & Delivery Coordinator at GEX Delivery, I monitored service levels, managed customer enquiries on delivery timelines and order status, and resolved logistics disruptions before they impacted the customer experience. Currently, I’m building and leading Command Tech, applying customer-centric design thinking and maintaining active customer communication and feedback loops across my digital product platforms.

Experience

Work history, roles, and key accomplishments

Current

CEO & Founder

Current

Command Tech

Jan 2024 - Present (2 years 5 months)

Built and leads a portfolio of digital products for African markets using customer-centric design thinking and user research. Manages customer communication, feedback loops, and community engagement to ensure user interactions reflect brand quality and service standards.

Product Development Customer Research Community Engagement Customer Communications Digital Product Strategy Remote Support Mindset User Experience (UX)Stakeholder Management

Current

Customer Service Officer

Current

Keystone Bank Limited

Jan 2017 - Present (9 years 5 months)

Served as primary customer contact for hundreds of daily branch enquiries, resolving complaints and delivering professional banking service across high-volume transactions. Maintained a zero-cash-discrepancy record through accurate transaction processing, KYC/AML verification, dispute resolution, end-of-day reconciliation, and staff onboarding.

Customer Service Transaction Processing Bank Reconciliation KYC Complaint Handling Conflict Resolution Customer Onboarding

Regional Customer Support Coord

GEX Delivery Limited

Jan 2016 - Jan 2017 (1 year)

Managed customer-facing delivery support across the South East region, handling enquiries on order status and delivery timelines with timely, accurate communication. Monitored logistics, resolved service disruptions, maintained digital records, and reported weekly KPI updates to ensure SLA and TAT targets were consistently met.

Customer Support Order Status Support Logistics Coordination Conflict Resolution Service Recovery Reporting Customer Communications