At Wema Bank Plc, I handle 70–100+ customer calls and digital chats daily, helping with account access issues, payment errors, and digital banking concerns. I maintain 95%+ customer satisfaction while meeting service and quality targets.
I verify customer identities, document cases, and escalate complex issues with relevant details and troubleshooting steps. I also follow up through resolution and share feedback on recurring issues to help improve support processes.
At Hallmark Finance Insurance Co. Ltd, I supported customers with insurance policies, account enquiries, and administrative requests. I investigated complaints, recorded outcomes accurately, and kept customers updated when cases required other departments.
