At Touch and Pay Technologies, I handle around 85 customer inquiries daily across phone, email, and digital channels, resolving approximately 92% of complaints within SLA timelines. I analyze recurring payment and transaction issues, escalate critical cases to technical teams, and help improve resolution turnaround time by an estimated 20%.
Previously at Union Bank of Nigeria, I managed about 90 inbound calls daily and achieved approximately 88% first-contact resolution while supporting customers with transactions, account inquiries, and product information. I bring experience in customer feedback analysis, CRM, reporting, and service improvement across fintech and banking environments.
