At Chipper Cash, I partner with technical, product, and operations teams to resolve high-priority cases. I handle sensitive complaints, monitor escalation queues against SLA targets, and recommend improvements based on recurring issues.
I also guide Tier 1 agents through complex cases and gather customer feedback to inform product improvements. I create and present regular reports to stakeholders and train junior team members on social media handling.
At Heritage Bank, I handled customer enquiries across email, phone, chat, and ticketing systems. I resolved complaints, guided customers through troubleshooting, and followed complex issues through to closure.
At Polaris Bank Ltd, I logged card-dispute claims through the Interswitch portal (ARBITER) and provided settlement reports. I handled 150+ enquiries weekly, achieved a 90% customer satisfaction rate, increased client retention by 20%, reduced wait time by 50%, and helped decrease complaints by 15%.
