Theresa Onyegiri

Coordinated customer orders from placement through delivery and worked with customer care and logistics teams to resolve customer issues promptly. Maintained accurate sales records and improved communication between sales, logistics, and customer support teams.

Supported digital banking customers by coordinating issue resolution across teams and escalated platform issues while monitoring timely resolutions. Collaborated with stakeholders to improve customer adoption and experience for the SterlingPro app and web platforms.

Prepared memos and requested top management approvals for fund disbursement for COVID-19-related payments based on mandates received from Lagos State Ministry of Health. Managed stakeholder communication, responded to payment-related enquiries, and maintained accurate project records and progress reports.

Processed customer transactions accurately while providing excellent service. Reconciled transactions, maintained accurate transaction records, and prepared reconciliation reports.

Developed and implemented strategic processes to improve productivity and profitability, keeping the team meeting daily and monthly targets. Mentored team members, listened in on calls for quality support, and compiled daily productivity reports with performance analysis.

Resolved customer enquiries, complaints, and service requests via phone while logging interactions in CRM to ensure timely complaint resolution. Escalated complaints to appropriate units and maintained quality assurance standards and customer satisfaction.

Completed a Higher National Diploma (HND) in Mass Communication at Federal Polytechnic Nekede.

Completed the National Youth Service Corps (NYSC) program in Nigeria.