● Responsible for leading, coordinating and managing the team responsible for providing end to end support for all digital channels related queries in personal and business banking such as mobile banking, internet banking and debit cards query support. ● Coordinates customer service representatives’ daily activities. provides on the spot guidance and support in ensuring all digital channels, facilities, investment, and general banking queries received via email, telephone or social media platform are dealt promptly and resolved● Manages and leads a team of over fifty customer service representatives on voice, email, and social media channels.● Management of the performance of assigned agents and staff of customer care unit, via coaching, mentoring, performance reviews and appraisals.● Engaging banks and other financial institutions on Fraud related complaints/Feedbacks

● Provided world class customer service when handling incoming and outgoing customers’ calls.● Identify customers' need for additional Rogers's products and services.● Displayed courtesy and Strong interpersonal skills while interacting with all customer interactions.