At UNION BANK OF NIGERIA, I handled customer enquiries, complaints, and escalations across phone, email, live chat, WhatsApp, X/Twitter, and Instagram. I maintained approximately 98% QA performance with zero fatal errors while managing around 80 customer interactions daily.
I handled sensitive cases involving fraud concerns, digital banking failures, and card disputes, working with internal teams to investigate and resolve complex issues. I also followed up on unresolved cases and shared recurring customer feedback to support better service delivery.
I mentored 20+ Service Associates in customer communication, complaint handling, escalation management, and service recovery. At LAMPNETS SOLUTIONS, I supported product design activities, using user-centred thinking and UX principles to contribute to digital product experiences.
