At Stanbic IBTC Pension Managers, I lead the Digital Branch team of 17 customer service officers handling about 250 daily requests across Salesforce and online portals. I oversee complaint resolution within 24 hours, process over 100 benefit applications weekly, and drive service delivery that reduces physical branch footfall.
I've built and trained digital client service teams, including training 12 staff and serving over 1,300 clients weekly online. My work spans client retention, escalations, CRM data accuracy, benefit processing, regulatory reporting, service recovery, and improving online benefits portals with IT.
Across more than 11 years in pension client service, I've focused on respectful issue resolution, operational improvement, and developing people. I hold a B.Sc. in Psychology and am pursuing an M.Sc. in Industrial Relations and Personnel Management.
