Victoria Ogbeide

Experience

• 

  Full-time

  Oct 2020 - Mar 2021

  Business Development Executive

  Develop strategy to improve on company's growth and revenueManage company's social media handles

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  Access Bank Plc

  Feb 2021 - Dec 2021

  > Successfully resolving over 80% of cutomers complaint and inquiries with the requried SLA target.> Leverage on CRM tools, Zendesk to record and monitor customer interaction> Managed customer inquiries across multiple channels (phone, email, social media), achieving a 95% satisfaction rate through effective communication and issue resolution.

  • Contact Center Agent

    Mar 2021 - Dec 2021

  • Customer Service Advisor

    Feb 2021 - Aug 2021
• 

  Baobab Nigeria

  Sept 2021 - Sept 2023

  Customer experience (Assistant lead)

  > Drove a 20%+ increase in USSD usage , leading to customer satisfaction and company's profit.> Promoted digital banking channels, leading to a signifant increase in customer's satisfaction.> Collaborated with other team (Fraud, Operations and loan processing) to reduce risk and enhance customer satisfaction> Created taskig documenet to monitor performance metrics,.> Generated weekly and montly report to help decision making.> Conducted training to help support team members in providing optimal customer satisfaction> Handled escalations to the Financial Ombudsman (FOS), ensuring timely and professional resolution. Show less