Musa Aminu Musa

I've supported digital banking customers at First Bank of Nigeria's FirstContact, managing 80–90 live chats per shift and resolving FirstMobile access, login, transaction, and navigation issues.

Previously at Access Bank Head Office, I supported email, live chat, and social media service queues for banking products and digital platforms. I maintained a 92% resolution rate, 82% first-contact resolution, 85% QA score, 85.5% CX score, and 82% CES score while handling approximately 50–65 customer emails weekly.

I document interactions accurately, simplify technical processes for customers with different levels of digital literacy, and escalate complex issues while maintaining ownership of the customer experience.

My background also includes social media management and digital marketing at Plan B Wellness Nigeria Limited, plus hands-on technical support for computers, internet connectivity, printing, software, and document services.