Peter Oyanna

I’m a Customer Service Representative with 10+ years of experience managing high-volume inbound and outbound customer interactions across banking and SaaS. I’m known for maintaining customer satisfaction while consistently hitting response-time, quality, and service targets.

In my Customer Support Specialist role at CloudWave Technologies, I provide email, chat, and phone support for a SaaS platform—scheduling onboarding sessions, conducting follow-ups, and documenting every interaction in CRM and ticketing systems. I’ve maintained 95%+ SLA compliance by prioritizing urgent issues and responding promptly, while also resolving problems and handling escalations.

Previously at Guaranty Trust Bank, I handled 70+ inbound calls daily and supported customers through outbound follow-ups on account inquiries, complaints, and service requests. I achieved monthly KPIs tied to customer satisfaction, response time, and issue resolution, while keeping accurate call logs and customer records to ensure consistency and SLAs.

I bring a strong service mindset, effective communication, and crisis management to every engagement. I also focus on process improvement—leveraging workflow optimization, escalation management, and remote team collaboration—to streamline resolutions and strengthen the customer experience.