I am a process developer at Genpact, where I manage a team of agents and provide ad-hoc reports to the higher management. I am also pursuing a master's degree in business administration with a focus on finance at Liverpool John Moores University, where I am learning the latest trends and techniques in financial management and analysis. I have a strong background in accounting and finance, having completed a bachelor's degree in business administration and a bachelor's degree in arts with economics as a major. I have excellent problem-solving, interpersonal, and communication skills, which help me to handle complex and diverse tasks efficiently and effectively.In my current role, I use Power BI and Fusion to create performance dashboards and MIS reports for client calls and internal reviews. I also audit the escalation cases and process refunds for the end customers, ensuring accuracy and compliance. I analyze the work of the L1 agents and prepare performance reports for AES scores, identifying areas of improvement and providing feedback and coaching. I have previously worked as a customer care specialist at Teleperformance NG, where I handled chat and email support for Hilton and Instacart, delivering the best customer experience. I have also worked as a sales and marketing representative at IKAN Global Limited, where I generated leads and closed deals for real estate properties. I am passionate about learning new skills and technologies, and I aspire to grow as a leader and a professional in the finance and process development domain. I believe I can bring diverse perspectives and experiences to the team, and contribute to the organization's culture and goals.