At Access Bank Plc, I resolve customer enquiries across phone, email, and digital channels, maintaining a 95% first-contact resolution rate. I support account services, transaction issues, digital banking, and customer onboarding.
I developed a structured customer follow-up process that improved customer satisfaction by 35%. Proactive customer education and support increased digital banking adoption by 40%.
I investigate and escalate complex or sensitive customer issues in line with regulatory and internal policies, and work with Operations and Technical Support to resolve issues within agreed SLAs. I also mentored and trained new team members, reducing onboarding time by 25%.
At the National Youth Service Corps, I coordinated onboarding and documentation for over 300 participants and digitized administrative records, reducing manual processing errors by 30%. I use CRM and AI-assisted customer support tools to support customer service and administrative work.
