Open to opportunities

Sandra Obi-Mbachu

@sandraobi-mbachu

Message

I resolve digital banking customer issues and improve retention through proactive, high-volume support.

Nigeria

Message

What I'm looking for

I'm looking for a customer support or customer experience role where I can resolve complex customer issues, support digital financial products, improve retention, and collaborate across teams.

At Wema Bank Contact Centre, I managed 120+ daily customer interactions across accounts, digital banking, deposits, and payment transactions.

I achieved a 70% conversion rate in an inactive-account reactivation campaign and increased cross-selling and upselling of digital banking products by 25%. I use first-contact resolution, proactive follow-up, and clear escalation to reduce repeat contacts and build long-term customer relationships.

I document interactions in Freshdesk and CRM systems, work closely with Operations, and maintain compliance and SLA standards during routine support and service disruptions.

Experience

Work history, roles, and key accomplishments

Customer Support Manager

Wema Bank Contact Centre

Jan 2024 - Jan 2026 (2 years)

Managed 120+ customer interactions daily, resolving inquiries related to accounts, digital banking, deposits, and payments. Achieved a 70% conversion rate in an account reactivation campaign and increased cross-selling of digital banking products by 25%.