Franca Ilontuman

I’m a dedicated, results-driven customer service professional with over eight years of experience in banking. I’m known for handling inquiries, requests, and complaint resolution while keeping customer experience at the center of every interaction.

At First City Monument Bank (FCMB), I manage and resolve daily customer inquiries across multiple channels, including in-app chat, e-mail, and social interactions (Facebook, Instagram, Twitter/X), using the Zendesk Platform. I also support onboarding journey steps and help drive service quality improvements.

I’ve delivered measurable outcomes, including achieving QA score ≥95% and maintaining liquidity for NGN transactions. I monitor cNPS (≥70) and conduct service recovery activities, while logging complaints through Satmetrix, Respond, and Zendesk to ensure issues are tracked and resolved.

Previously, as a Customer Service Representative (WhatsApp Technician), I handled customer inquiries via WhatsApp and email using Infobip, supported online banking username/password troubleshooting, and managed complaints and fraud investigations. Earlier, as a Service Advisor, I welcomed walk-in customers, promoted digital channels (mobile, USSD, internet banking), and helped maintain branch efficiency.