Mercy Peter
@mercypeter2
I improve banking customer experiences through fast issue resolution, feedback systems, and operational support.
NigeriaWhat I'm looking for
At The Alternative Bank, I designed a structured feedback system that increased customer satisfaction by 20% within six months and maintained a 95% first-call resolution rate across calls, email, and social media. I also ensure accurate customer records, regulatory compliance, and seamless stakeholder communication.
Previously at UBA, I delivered 90% first-contact resolution across phone, in-person, and email channels while helping improve team performance metrics by 30%. I bring over six years of multi-sector experience, including virtual assistance, customer support, scheduling, travel coordination, and operational data management.
Experience
Work history, roles, and key accomplishments
Virtual Delight Officer
The Alternative Bank
Jun 2024 - Present (2 years 2 months)
Drove a 20% increase in customer satisfaction within 6 months by designing and implementing a structured feedback system. Achieved a 95% first-call resolution rate by managing high volumes of inbound/outbound calls, emails, and social media interactions.
Virtual Assistant & Customer Support Intern
AFRIMENT
Jun 2024 - Aug 2024 (2 months)
Improved executive productivity by managing email and calendar scheduling for team leads. Reduced client response lag by handling all incoming inquiries via email and live chat within agreed SLAs.
Customer Experience Expert
United Bank for Africa
Oct 2022 - Jun 2024 (1 year 8 months)
Delivered a 90% first-contact resolution rate across phone, in-person, and email channels. Contributed to a 30% improvement in team performance metrics by championing a culture of continuous improvement.
Education
Degrees, certifications, and relevant coursework
Modibbo Adama University of Technology
Bachelor of Technology, Geography
2014 - 2019
Bachelor of Technology in Geography from Modibbo Adama University of Technology, Yola, Nigeria, from 2014 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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