Experience

Wahed

• United States
• Financial Services
• 100 - 200 Employee

• Client Support Lead

  • Aug 2021 - Present



Access Bank Plc

• Nigeria
• Banking
• 700 & Above Employee

• Customer Support Officer

  • Apr 2019 - Jul 2021

  Ensured top-quality customer support to a minimum of 100 customers daily via calls, social media platforms, email, or in-app chat on all areas of account management. Increased customers' satisfaction and retention by ensuring about 90% of First Contact Resolution Exceeded management expectations with about 80% excellence in job disposition. Reduced customers’ complaints by 30%, ensuring complex issues are escalated to the right channel. Understood, prioritized, and escalated customers' feedback and feature requests to the product team. Analyzed products to identify customers' pain points and resolve issues before escalation. Handled account maintenance activities like balance inquiry, freezing/unfreezing of account, placing of lien, reactivation of dormant accounts, etc. Consistently Attained about 90% marks in all customer service categories including communication skills, interpersonal skills, problem-solving, empathy, etc Compiled and analyzed customers' requirements to give the best advice and resolve their queries. Show less



Diamond Bank Plc

• Nigeria
• Financial Services
• 700 & Above Employee

• Customer Service Representative

  • May 2018 - Mar 2019

  Contacted about 100 customers daily, getting feedback from them about product, service, and branch experience which was used to executive sustainable relationships. Profiled to provide world-class support to HNI (Hight Networth Individuals) and Business Account Class customers, especially the bank's Xclusive customers, Premium card users, Business Advantage Account customers, etc Contacted customers to sell the bank's products and services. Resolved customers’ complaints while identifying problems and taking appropriate corrective action, increasing customer retention ratio significantly. Demonstrated professional etiquette and manners, improving 30% positive feedback immediately. Resolved an average of 50 inquiries per day on the first contact consistently. Consistently met performance milestones in speed, accuracy, quality, and quantity. Worked with my supervisor to simplify a complex customer feedback system to manage the system better. Provided product or service reports by collecting and analyzing customer information. Kept record of customer interactions, process customer accounts, and file documents. Show less