Open to opportunities

Irene Oweye

@ireneoweye

Message

Customer Support Specialist focused on SLA-driven order management and client operations.

Poland

Message

What I'm looking for

I’m looking for a customer operations role where I can own SLA-driven order and transaction workflows, resolve disputes quickly, improve first-contact resolution, and collaborate with product, operations, and compliance to deliver consistent multi-market service.

I’m a Customer Support Specialist with 5+ years managing high-volume, SLA-driven client operations across B2B and B2C markets. I handle order and transaction status tracking, dispute resolution, account maintenance, and cross-functional coordination with product, operations, and compliance teams.

In my current role, I manage 30+ service deployments across five global regions and maintain 90% SLA compliance by investigating account/transaction discrepancies, resolving cases within SLA, and escalating service anomalies to next-level support. I also support compliance-ready records for 20,000+ customer accounts and train both internal team members and external partners to strengthen the end-to-end service framework.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist (L1 Support)

Optasia

Feb 2020 - Sep 2025 (5 years 7 months)

Managed 30+ service deployments across five global regions, maintaining 90% SLA compliance. Resolved 240+ account/transaction discrepancy cases monthly, recovering 60% of failed transactions through investigations and partner coordination.

SLA Dispute Resolution Account Maintenance Case Management Compliance Coordination Escalation Management Customer Support

Contact Center Executive (Inbound)

Access Bank Plc

Mar 2019 - Jan 2020 (10 months)

Handled 90+ daily inbound interactions across voice, live chat, email, and social media, resolving product/service questions and failed transaction complaints within turnaround times. Confirmed withdrawal/transfer/POS transaction status on internal systems, logged cases, escalated to back-office teams, and communicated resolution timelines to customers.

Inbound Customer Support Transaction Status Confirmation Withdrawal Disputes POS Incident Handling Account Blocking Cross Selling

Contact Center Executive (Inbound)

Diamond Bank Plc (Legacy)

Sep 2017 - Mar 2019 (1 year 6 months)

Managed 90+ daily inbound interactions covering account inquiries and failed transaction complaints, escalating cases to back-office teams for resolution. Achieved 85% first contact resolution within agreed SLAs while supporting premium/priority customers and exceeding assigned targets.

Inbound Customer Support Case Logging SLA Management First Contact Resolutions Cross Selling Premium Customer Service