CV Profile No.151261

Experience in the following industries :

• Banking, insurance, finance
• Call centers, hotlines
• Health, pharmacy, hospitals, medical equipment
• Research and development
• Social, public and human services

Professional experience

• Social Media Content Moderator
• Digital Divide Data
• Since 02.2023
• • Analyzing and reviewing user profile, videos and text based contents and or investigating, escalating and or resolving issues that are reported by users or flagged by the system. • Privacy violation review; ensuring posted contents are legal • Social media identity theft prevention • Integrity is a key attribute to ensure trust from our users and the public • People and relationships are important to me, so being part of the solution is paramount to me

• Team Lead (Customer Service Analyst)
• Casava Micro-insurance
• 01.2022 - 02.2023
• • Attend, follow-up, and resolve customers' complaints and or requests. • Ensure prompt resolution of customer's requests and or complaints in line with their individual service level agreement (SLA). • Send feedback on products and services to all concerned teams and units. • Contribute to fluid information flow amongst touch points and back-end offices of the bank.

• Customer Service Representative
• Guarantee Trust Bank
• 10.2019 - 12.2021
• • Provide emergency services to customers. • Assist customers in distress to secure their accounts through prompt and effective customer support. • Guide customer on steps to ensure the security of their account. • Reduce customer loss in the event of a compromised account • Ensured 95% completion of Customer’s request within SLA • Reduce customer’s request turnaround time through Customer Engagement • Reduce repeated engagement through effective customer support. • Provided exceptional support to managers and co-workers, hence increasing the overall efficiency of the office by 30%. • Provided backup support to other departments, which was highly admired by the Customer Service Manager.