Open to opportunities

Oluchi Eze

@oluchieze

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Experienced customer service leader specializing in digital banking support.

Nigeria

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What I'm looking for

I seek a remote, mission-driven role in digital banking/customer success where I can use CRM expertise, coaching experience, and problem-solving to improve customer journeys and drive measurable outcomes.

I am an experienced and empathetic customer service professional with over five years in financial services, focused on delivering human-centered digital support. I consistently achieve high satisfaction scores and meet KPIs through clear communication and strong problem-solving.

In my current role as Lead Customer Service Representative, I manage 80+ client interactions daily across phone, email, chat, and social media, maintain a 95% first-contact resolution rate, and onboard over 1,000 customers monthly to digital banking platforms.

I have deep experience with CRM platforms including Zendesk and Freshdesk, and I work cross-functionally with technical, sales, and product teams to resolve escalations and improve customer journeys; my efforts contributed to a 15% year-over-year revenue increase and a 20% faster ramp-up for new hires.

I hold a Postgraduate Diploma in Business Administration (Distinction) and am completing a Diploma in Data Analytics; I seek to bring empathy, operational rigor, and technical proficiency to mission-driven remote teams.

Experience

Work history, roles, and key accomplishments

Current

Lead Customer Service Rep

Current

United Bank for Africa

Aug 2023 - Present (2 years 6 months)

Lead digital banking and customer success team, handling 80+ interactions daily with a 95% first-contact resolution rate and onboarding 1,000+ customers monthly to increase product adoption.

Customer Support Zendesk Freshdesk Onboarding Troubleshooting CRM Management KPIs Cross Functional Collaboration

Customer Service Representative

United Bank for Africa

Oct 2020 - Jul 2023 (2 years 9 months)

Served as frontline support for 5,000+ quarterly interactions, resolving account issues and contributing to a 98% customer satisfaction rating while driving 20% branch performance improvements.

Phone Support Email Support Live Chat Complaint Resolution CRM Customer Satisfaction Process Improvement Data Entry

Remote Customer Service Rep

United Bank for Africa

Mar 2020 - Sep 2020 (6 months)

Provided remote phone, email, and chat support during transition period, resolving inquiries and maintaining a 94% satisfaction score while collaborating with IT to fix platform issues.

Remote Support Email Support Chat Support Troubleshooting CRM SLA Management Customer Satisfaction

Bank Teller

United Bank for Africa

Dec 2019 - Mar 2020 (3 months)

Processed 2,500+ monthly transactions with strict compliance and data accuracy, delivered frontline service with a 93% satisfaction rate and increased product adoption through upselling.