At Wema Bank Contact Centre, I handled customer inquiries about accounts, digital banking, deposits, and payments, resolving complaints with a First Contact Resolution approach.
I achieved a 70% conversion rate in an inactive account reactivation campaign through personalized engagement and follow-up. I also increased cross-selling and upselling of digital banking products by 25% while maintaining customer satisfaction.
During service disruptions, I improved response time by 20% through proactive communication and accurate Freshdesk documentation. I escalated complex issues to relevant departments and supported resolution within SLA timelines.
