Omotola Henderson

I’m a Customer Service and Service Recovery professional specializing in complaint management, customer engagement, and service recovery initiatives within the financial services sector.

At Kuda Microfinance Bank, I respond to customer escalations through agreed Service Level Agreements (SLA), investigate and resolve complaints, and handle regulatory escalations in compliance with CBN guidelines while supporting account recovery and retention.

I’m also responsible for preparing monthly activity and quarterly root cause analysis reports, engaging CSAT detractors to drive service recovery, and strengthening complaint management culture across teams—building frameworks that improve consistency and outcomes.

Earlier roles as a Customer Service Specialist and Contact Center Agent sharpened my first-contact resolution skills, accurate documentation, and empathy-led communication. I bring a track record of operational excellence, root-cause thinking, and cross-functional collaboration, with training in NDPA, AML/CFT, and fraud detection.