winnie ufedo
@winnieufedo
Voice of the Customer Officer at The Alternative Bank who turned customer feedback into in-app account upgrades and card requests.
NigeriaWhat I'm looking for
At The Alternative Bank, I send customer surveys, track NPS, CSAT and customer effort, and share feedback with product teams. The resulting fixes now live include in-app account upgrades and card requests.
I follow up on unhappy customers and track complaints through to resolution, then write the monthly customer insight report for leadership. Earlier at the bank, I built its SharePoint knowledge base and online assessments, and designed and delivered staff training.
Experience
Work history, roles, and key accomplishments
Voice of the Customer Officer
The Alternative Bank
Oct 2025 - Present (1 year)
Send routine customer surveys, track NPS, CSAT and effort, and analyse feedback to share with product teams. Follow up with unhappy customers and track complaints to resolution.
Knowledge Officer
The Alternative Bank
Dec 2022 - Sep 2025 (2 years 9 months)
Designed and delivered staff training online with a success rate of over 80%. Built the bank's SharePoint knowledge base and online assessments with an 87% average pass rate.
Customer Service Officer
Zenith Bank PLC
Mar 2022 - Nov 2022 (8 months)
Resolved customer account issues and onboarded new customers. Built relationships with existing customers through regular outreach and quick issue resolution.
Assistant Project Manager
Greener Estate Developers
Oct 2020 - Jan 2022 (1 year 3 months)
Coordinated project schedules, budgets and stakeholder updates for estate developments.
Customer Service Representative
Outsource Global
Mar 2020 - Oct 2020 (7 months)
Handled 50+ calls a day for international clients, logged in Salesforce.
Education
Degrees, certifications, and relevant coursework
Ahmadu Bello University
Master's, Information Management
Master's degree in Information Management from Ahmadu Bello University, Nigeria, completed in 2025.
Kogi State University
Bachelor of Science, Computer Science
Bachelor of Science in Computer Science from Kogi State University, Nigeria, completed in 2018.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
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