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Sandra Kalio

@sandrakalio

Message

I resolve digital banking issues for 150+ clients daily across omni-channel support.

Nigeria

Message

What I'm looking for

I'm looking for a customer service or customer operations role where I can resolve complex client issues, improve digital support workflows, and contribute to service quality through data-driven reporting and cross-functional collaboration.

At Fidelity Bank PLC, I support 150+ banking clients daily across email, messaging, and in-person channels, maintaining a 95%+ first-contact resolution rate.

I use Microsoft Dynamics 365 to manage customer records, track cases, and resolve disputes and escalations with operations, technical support, and compliance teams. I also help clients navigate digital banking onboarding, transactions, and mobile app queries while meeting CBN service standards.

I monitor service bottlenecks, report incident and queue trends, and provide feedback that improves support workflows and customer retention. My background in Supply Chain & Logistics Management strengthens my focus on service optimization and cross-functional improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Fidelity Bank PLC

Sep 2023 - Present (3 years)

Delivers omni-channel support for 150+ daily banking clients, maintaining a 95%+ first-contact resolution rate. Manages disputes, escalations, and digital banking onboarding while ensuring compliance with CBN standards.