At Hugo, I handle high-volume customer support across phone, email and chat, resolving product, service and account enquiries. I follow cases through to resolution, document interactions in Zendesk and CRM workflows, and maintained weekly QA scores above 95% for approximately three months, aside from isolated review periods.
At SavingsBox, I managed customer accounts and supported satisfaction, engagement and retention through proactive communication, contributing to a 40% improvement in customer retention in prior customer-success work. At LAPO Microfinance Bank, I supported customers with account and transaction enquiries, complaints and digital banking tools.
