Funmi Vanessa

I’m a Customer Service Lead with 10+ years of experience in banking and ISP environments, focused on remote support, service operations, and customer experience. I manage high-volume interactions while keeping SLA compliance and service quality at the center of every engagement.

In my current role at CedarviewCommunications, I lead remote multi-channel support across phone, email, and chat, managing tickets and workflows in HubSpot and Zendesk. I coordinate with technical teams during outages, escalations, and service restorations, and I drive clear service communication during incidents and downtime.

I also bring a strong coaching and performance mindset. I supervise and coach support agents to improve performance and CSAT, and I’ve delivered measurable results—reducing average ticket resolution time by 30% and improving CSAT scores by 25% while managing 200+ weekly customer interactions.

Before this, I served as Quality Assurance Lead at Polaris Bank (2017–2023), where I monitored calls and tickets, built QA scorecards, trained and mentored 30+ agents, and improved overall service quality by 20% while reducing repeat complaints by 15%. Earlier roles as Customer Service Representative at Polaris Bank and Skye Bank strengthened my complaint resolution skills, escalation handling, and consistently meeting service targets.