Looking for a job

Vanessa User

@vanessauser28

Message

I resolve complex customer issues and improve client experiences across regulated financial services.

Nigeria

Message

What I'm looking for

I'm looking to apply my customer operations, relationship management, and service-improvement experience in a role focused on resolving customer issues, improving engagement and retention, and collaborating across teams.

I've supported 400+ retail and SME clients at United Bank for Africa, resolving high-volume inquiries across email, phone, and in-person channels while meeting customer service and satisfaction targets.

I improve resolution workflows through customer-feedback analysis, retention and service-quality reporting, and cross-functional coordination. I was promoted to Team Lead in June 2024 and developed SOPs, training workflows, and coaching for junior representatives.

Previously, I managed onboarding, account records, digital support, knowledge-base content, and SLA-driven service requests at Heritage Bank. I bring experience with CRM and ticketing systems, reporting tools, Google Workspace, Microsoft 365, and remote collaboration tools.

Experience

Work history, roles, and key accomplishments

Client Operations Manager

United Bank for Africa Plc.

Jun 2022 - Jan 2026 (3 years 7 months)

Managed high-volume customer inquiries for 400+ retail and SME clients, resolving complaints and complex cases within 24-48 hours. Achieved 95-110% of customer service targets and mentored junior staff.

Customer Service Complaint Resolution CRM SLA Compliance KPI Tracking Cross Functional Collaboration Training Mentorship Reporting

Customer Relationship Manager

Heritage Bank Plc.

Aug 2019 - Jun 2022 (2 years 10 months)

Managed customer accounts and provided product information via email and digital channels, ensuring SLA compliance. Collaborated with internal teams to resolve issues and maintained knowledge base content.

Customer Relationship Management Account Management SLA Compliance Knowledge Base Management Cross Functional Collaboration Issue Resolution

Client Support Assistant

Holy Saviour Schools

Nov 2017 - Oct 2018 (11 months)

Handled inquiries from parents and staff, resolving issues and coordinating administrative service requests. Managed student and parent records and assisted with scheduling and service coordination.

Customer Support Records Management Scheduling Issue Tracking Communication Skills