•Leading a team with the responsibility of monitoring interactions and assisting customer care agents in developing skills necessary to grasp customer experience concepts.•Participated in the implementation of CRM tools (Vtiger and Simpu) to enable proper documentation and centralization of interactions via all channels.•Discovered internal fraudulent activities by conducting quarterly experience surveys with selected public sector customers.•Always helping to track and improve defects with process in resolving queries internally, hereby rapidly decreasing turnaround time internally and externally.•Improved the quality of interactions by analyzing and evaluating interactions via all support channels.•Initiated a pause session to enable the agents to get feedback and develop on lagging operating parameters.•Initiated the design of a report showing the weekly performance of each agent and their average quality scores per interaction.•Spearheaded a platform for investigating customer complaints and experience issues with the Audit team.

• Handled customer's financial transactions like deposits, withdrawals, transfers, money orders, and checking• Balanced the vault and cash drawers at the end of the day• Managed ATM deposits, collected payments, provided balances and account information• Identified frauds like counterfeit money or theft

• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.• Documented all customer interactions in internal database to maintain customer service history details.• Utilized telephone, online chat and email platforms to deliver outstanding customer service.