PRINCE DAVID

Handled 100 daily customer inquiries via email, live chat, and VOIP, maintaining 95% first-contact resolution under a 2-hour SLA. Drove 25% revenue growth through proactive upselling and improved CSAT by 20% within 6 months by automating follow-ups for unresolved tickets.

Resolved 95% of customer issues on first contact and increased customer satisfaction by 20% over 6 months. Managed payroll, accounts payable/receivable, and facilitated a 25% increase in upsell opportunities.

Provided high-volume inbound banking support across phone, email, and live chat while meeting monthly KPIs, achieving 95% first-contact resolution and a 30% increase in regional customer satisfaction. Ensured regulatory-compliant CRM documentation, trained customers on digital banking tools to reduce repeat branch visits by 15%, and escalated software bugs to IT to minimize downtime on user-facing

Handled high-volume inbound customer interactions via phone, email, and live chat, resolving issues on first contact and increasing customer satisfaction scores by 30%. Documented resolutions in internal banking systems and CRM tools, educated customers on products, and escalated complex cases while maintaining service quality and turnaround time.

Delivered Tier 1–Tier 2 technical support for global clients, resolving 98% of tickets within 24 hours while maintaining SLA compliance. Logged and tracked incidents with reproduction steps, escalated unresolved bugs to engineering, and built a self-service knowledge base that reduced repeat support requests by 25%.

Streamlined processes across departments, improving operational efficiency by 20%. Managed accounts receivable, accounts payable, and payroll, and reduced travel expenditures by 10% through strategic booking and vendor negotiation.

Earned an Associate Degree in Public Administration from Dorben Polytechnic starting in August 2016.

Earned a Bachelor of Business Administration from Dorben University in 2016.