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Work Background
UpworkCustomer Service Ambassador
Jan. 2023 - Mar. 2025California, United StatesMy Responsibilities involves:
* Improved Customer Satisfaction Score (CSAT) by 20% within 6 months through proactive communication and follow-up strategies
* Delivered high-quality support to high-value clients via chat and email, ensuring premium service experience
* Collaborated across multiple departments to resolve complex customer issues efficiently
* Provided insights to improve Standard Operating Procedures (SOPs), enhancing service delivery
* Trained team members on customer experience best practices and internal processes
Company. ConstructionHala Group
Oct. 2022 - Dec. 2022Lagos State, Nigeria* Conducted market research to identify business growth opportunities
* Coordinated across departments to resolve operational, technical, and logistics challenges
* Prepared reports on budget, expenditure, and revenue
* Managed customer proposals, quotations, and internal databases
Hala GroupAdministrative Officer
Oct. 2022 - Jan. 2023• Conducted market research to identify business growth opportunities
• Coordinated across departments to resolve operational, technical, and logistics challenges
• Prepared reports on budget, expenditure, and revenue
• Managed customer proposals, quotations, and internal databases
Guaranty Trust Bank PlcCustomer Service Representative
Oct. 2017 - Oct. 2022Lagos, NigeriaMy responsibilities are; *Resolved customers complaints, treat their request and enquiries.
* I also had to apply excellent emotional intelligence and problem solving skill. *Advocated for customers finding real long- terms solutions. *Built support processes with various other departments such as operations, compliance, product, engineering and marketing. *Stay informed on the latest industry techniques and method. *Developed customer satisfaction goals and service statistics for me and the team to meet on a steady basis. *Served as an escalation point for high priority request or complex investigations. *Provided technical support to customers who encounter difficulty using the Mobile banking application. *Established and maintained positive customer relationships
*Provided support to customers via Email, phone or video calls.
Guaranty Trust Bank (GTCO PLC)Customer Support Specialist
Oct. 2017 - Oct. 2022• Served as primary contact for customer inquiries via chat, email, and phone
• Resolved customer complaints and ensured high satisfaction levels
• Maintained and updated client account information
• Contributed to service improvement initiatives and protocol optimization
Access Bank PlcSalesperson
Jun. 2017 - Oct. 2017• Managed customer accounts and built client relationships
• Promoted banking products and services to prospective customers
• Acted as liaison between clients and internal teams
VSOVolunteer
Sep. 2014 - Dec. 2014NigeriaVolunteered to be a part of the sustainable development goals. To educate people in the rural community and help eradicate poverty.
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