Joy Hananiya

I’m a Customer Experience professional with over 5 years of experience improving customer satisfaction, service delivery, and operational efficiency within the financial services sector. I specialize in analyzing customer data, optimizing CRM systems, and enhancing call center performance so teams can deliver consistent, measurable outcomes.

In my current role as Team Lead, Customer Experience Hub at Accion Microfinance Bank, I’ve reduced average complaint resolution time by 30% through stronger SLA tracking and escalation processes. I also improved first contact resolution rate by 25% via better call routing and agent support, and I used insights from 1,000+ monthly customer interactions to cut repeat complaints by 20%.

I previously served as Customer Experience Manager at Accion Microfinance Bank (2021–2024), where I maintained a customer satisfaction score consistently above 85% and reduced complaints by 20% through proactive issue identification and resolution. Across both roles, I’ve focused on process improvement—improving CRM data accuracy by 35%, strengthening reporting and quality through dashboard reporting and call audits, and partnering with IT and operations to improve the customer journey efficiency by 18%.