Open to opportunities

Joyce Mbaba

@joycembaba

Message

I lead complaint escalation and resolution to improve customer outcomes.

Nigeria

Message

What I'm looking for

I’m looking to lead end-to-end complaint resolution in a customer-obsessed team—owning SLA adherence, CRM-driven case management, and regulatory-compliant escalations—while using data analysis to cut turnaround times and boost retention.

I’m a Customer Experience & Complaint Resolution Specialist and Complaint Escalation & Resolution Manager with 4+ years of experience in ESCALATION/RESOLUTION across financial services and utilities. I manage end-to-end complaint handling through CRM to ensure 100% timely acknowledgment and categorization, and I improve outcomes by driving SLA adherence and fast escalations.

I’ve reduced resolution turnaround time by 30% through prioritized escalation management and cross-functional coordination, while also improving customer satisfaction scores. I partner with regulators on major complaints to meet CBN standards, generate weekly complaint trend reports with root-cause analysis, and recommend process improvements that reduce recurring complaints by 15%.

Experience

Work history, roles, and key accomplishments

Current

Complaint Escalation Manager

Current

Lapo Microfinance Bank

Jul 2025 - Present (11 months)

Managed end-to-end complaint handling through CRM, ensuring 100% acknowledgment and categorization. Reduced resolution turnaround time by 30%, improved customer satisfaction, and supported CBN-regulatory compliance while decreasing recurring complaints by 15%.

SLA Management Regulatory Compliance Root Cause Analysis Cross Functional Stakeholder Management Customer Satisfaction Reporting & Analytics Process Improvement

Current

Complaint Resolution Manager

Current

Lapo Microfinance Bank

Jul 2025 - Present (11 months)

Managed end-to-end complaint handling in CRM, ensuring 100% timely acknowledgment and correct categorization. Escalated high-priority cases and reduced resolution turnaround time by 30%, supporting CBN-compliant resolutions and reducing recurring complaints by 15%.

Escalation Management Root Cause Analysis Cross functional Coordination performance reporting

Customer Support Specialist

Lapo Microfinance Bank

Jul 2023 - Jun 2025 (1 year 11 months)

Provided multi-channel customer support (email, chat, phone) with a 95% first-contact resolution rate and ensured SLA-compliant escalations. Analyzed customer feedback using Excel/CRM to improve resolution efficiency by 10% and supported CBN appraisals.

Contact Center Operations First Contact Resolutions SLA CRM Systems Excel reporting Customer Feedback Analysis Escalation Handling

Debt Recovery Collections Specialist

Palmpay Limited

Jun 2022 - Jul 2023 (1 year 1 month)

Negotiated repayment plans with delinquent customers, improving recovery rates by 20%, and increased retention through proactive follow-ups. Delivered outbound telesales campaigns, met monthly sales targets, trained new representatives, and resolved customer conflicts to improve service delivery.

Repayment Plans Telesales Customer Retention Consultative Selling Process Improvement Root Cause Analysis Training & Standardization

Debt Recovery & Collections

Palmpay Limited

Jun 2022 - Jul 2023 (1 year 1 month)

Negotiated repayment plans with delinquent customers, improving recovery rates by 20%, and increased retention through proactive follow-ups. Delivered outbound telesales using consultative selling, trained new service representatives, and helped resolve customer issues to improve service delivery.

Repayment Plans Telesales Consultative Selling Customer Retention Conflict Resolution