>Managed inbound and outbound calls / Emails for High Networth clients, addressing inquiries, requests, and concerns. >Collaborate with internal teams to develop customized solutions to meet each client's unique needs. >Monitored client satisfaction and loyalty metrics, implementing strategies to enhance the overall customer experience and retention rates. >Anchored Knowledge sharing sessions and as well took trainings which educated team members about pension processes and services, Customer centric values, efficient customer engagement and feedback metrics. >Documented customer interactions and maintained accurate records in the customer relationship management (CRM) system."

>Providing and implementing Customer retention strategies within the complaint management team while managing resolution feedback and following up with various stakeholders in resolving client complaints thereby minimizing customer churn rate. > Efficiently handled and resolved customer complaints through various channels, ensuring high customer satisfaction.>Maintained a detailed log of all complaints received, tracked progress, and generated comprehensive reports to identify trends and areas for improvement.>Collaborated with different departments to address and resolve complaints, ensuring a seamless and efficient process>Acted as point of contact for escalated issues, communicating effectively with customers to understand their concerns and provide timely resolutions.>Enhanced complaint management PowerPoint report slides outlook through infographics in reporting."

>Script writing using storytelling to promote brand Image and drive sales. >Experienced in using Infographics to bring literature to life through captivating storytelling. >Use of voice acting with excellent articulation and tone modulation skills as well as animation audio support for intriguing product commercials

>Handled multiple chat conversations at once without compromising the quality of service.> Providing immediate responses to customer inquiries, requests and concerns via chat.>Maintaining a friendly tone on chat while keeping customers up to date with the banks product/service and regulatory policies>Provided feedback to internal stakeholders regarding the user experience of the chat platform, highlighting key areas for improvement

>Managed customer interactions via telephone and E-mail>Conduct training sessions for new intakes based on the banking process and products>Selected to pioneer a new team ( Language Team ) which served as resolution team base on client language preference >Documented client interactions accurately using CRM>Provided in-house training during knowledge-sharing sessions and new intake OJT>Transitioned to language skills team to handle various banking unit and services such as cards, accounts, Internet banking, 737 services, and Non-Resident Nigerians (NRN) team