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Vivian Ogoro

@vivianogoro

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Customer service representative at Access Bank Plc handling 50+ daily inquiries with 85%+ CSAT and 99% SLA compliance.

Nigeria

Message

What I'm looking for

I'm open to part-time work during PT / US business hours, including night shifts, and am ready for remote onboarding.

At Access Bank Plc, I manage 50+ daily client inquiries across phone, email, and live chat, sustaining an 85%+ CSAT score and an 80% first-call resolution rate. I also follow up with clients to confirm resolutions, contributing to a 25% reduction in repeat complaints identified through CRM trend analysis.

I troubleshoot and de-escalate client issues, apply standard operating procedures across ticket queues, and maintain 99% SLA compliance. Previously, as Inventory Manager at EIG Enterprises, I coordinated inventory operations and order fulfillment and resolved stock-related client inquiries.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Agent

Current

Access Bank Plc

Jan 2023 - Present (3 years 9 months)

Managed 50+ daily client inquiries across phone, email, and live chat, sustaining an 85%+ CSAT score and 80% first-call resolution rate. Resolved issues through root-cause troubleshooting and proactive follow-ups, contributing to a 25% reduction in repeat complaints.

Zendesk Microsoft Office 365 Google Workspace CRM Ticketing Root Cause De escalation Multitasking SLA Compliance

Inventory Manager

EIG Enterprises

Jul 2022 - Jan 2023 (6 months)

Coordinated inventory operations and order fulfillment, maintaining accurate records and high service standards. Resolved stock-related client inquiries proactively and collaborated with suppliers and distribution teams to ensure product availability.

Inventory Management Order Fulfilment Client Query Resolution Supplier Collaboration Reporting