Priscilla Anthony-Odigie

Evaluated AI-generated customer support responses for accuracy, tone, instruction following, and overall quality. Built and refined evaluation rubrics and provided actionable feedback to improve consistency and response adherence to guidelines.

Handled 80–90 customer interactions per day for Close Brothers Premium Finance and student loans, resolving billing, payment, and loan enquiries while maintaining a 97% customer satisfaction score. Managed Salesforce customer records, monitored queues for response-time targets, and escalated/ followed up on complex cases to reduce repeat contacts.

Scheduled up to 60 customer appointments per day by qualifying enquiries, explaining services, and helping customers select booking times. Coordinated with dispatch and field technicians, resolving 80% of enquiries at first contact and maintaining accurate booking records across Salesforce, Zendesk, and HubSpot.

Managed enquiries for 11 active client accounts, coordinating service requests and providing timely updates to families and healthcare professionals. Maintained accurate care documentation for audits and supported safeguarding and complaint resolution with well-documented outcomes.

Redesigned customer response processes, reducing response times and improving operational efficiency by 30% within six months. Handled phone and email enquiries for account and order issues, maintained accurate records, and collaborated with internal teams to meet service targets.

Supported 30+ customers daily with account enquiries, billing disputes, and fraud-related cases while following banking compliance procedures. Coordinated with specialist teams to resolve complex disputes and provided regular customer updates until each case was concluded.

Completed an MA at the University of Hull in 2023.

Completed an LLB at Lagos State University in 2015.