PRINCESS ERHIRHIE
@princesserhirhie
Tier 2 customer support specialist who resolves escalations, refunds, and booking disputes while protecting SLAs and customer retention.
NigeriaWhat I'm looking for
I’m a Tier 2 Customer Support Specialist focused on turning complex customer issues into clean, policy-compliant resolutions. I manage escalations end-to-end—handling booking disputes, refunds & cancellation processing, and sensitive investigations across phone and email in high-volume remote environments.
In my current role at TravelPassGroup, I resolve 40+ complex cancellations, multi-currency billing disputes, and reservation failures daily within strict SLA boundaries. I investigate booking errors, review call recordings and case documentation, and negotiate directly with hotels, suppliers, and third-party desks to secure penalty-free waivers—recovering over $5,000 monthly in supplier refunds.
Before that, I strengthened my customer and operations skills through appointment setting and banking operations experience. As an Appointment Setter, I met daily and weekly call/appointment targets, qualified leads accurately, coordinated scheduling, and maintained CRM records. At Access Bank Plc, I supported account inquiries and digital banking needs, handled escalations with resolution-timeline monitoring, processed high-volume transactions, and ensured compliance with banking procedures and internal policies—always prioritizing accurate documentation and service recovery.
Experience
Work history, roles, and key accomplishments
Tier 2 Customer Support Specialist
TravelPassGroup
Mar 2024 - Present (2 years 2 months)
Managed a high-volume Tier 2 escalation queue, resolving 40+ complex cancellations, multi-currency billing disputes, and reservation failures daily within SLA targets. Investigated booking errors and negotiated with hotels and suppliers to secure penalty-free waivers and recover over $5,000 monthly in supplier refunds.
Appointment Setter
Master Plumber & Fullserv Restoration
May 2023 - Jan 2024 (8 months)
Handled high-volume outbound and inbound calls across U.S. time zones to re-engage inactive clients and schedule follow-up inspections. Qualified leads by verifying property and service details, coordinated scheduling based on technician availability, and maintained accurate CRM records to support quote preparation.
Customer Service Representative
Access Bank Plc
Dec 2021 - May 2023 (1 year 5 months)
Assisted customers with account inquiries, complaints, and digital banking support in a high-volume environment. Escalated complex issues, monitored resolution timelines, maintained accurate account records, and educated customers on banking products to improve engagement and satisfaction.
Transaction Officer
Access Bank Plc
Jan 2021 - Nov 2021 (10 months)
Processed high volumes of customer transactions accurately and supported reconciliation to maintain complete and correct transaction records. Ensured compliance with banking regulations and internal procedures while assisting customers with account documentation and banking-related inquiries.
Education
Degrees, certifications, and relevant coursework
Ahmadu Bello University
Bachelor of Science, Banking and Finance
Earned a BSc in Banking and Finance from Ahmadu Bello University in Zaria, Nigeria.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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