About
Results-driven Customer Experience (CX) Professional with over 9 years of progressive expertise in client relationship management, technical support, and digital product adoption across fintech, SaaS, and telecommunications. Proven track record of resolving 11,000+ client interactions with high satisfaction, adept at translating client feedback into product insights, and building scalable support workflows. Recognized for driving measurable CX outcomes, including a 30% reduction in average resolution time, through proactive communication and cross-functional collaboration, consistently enhancing user experiences and supporting business growth.
Work
Driving Scout, UK
|Customer Experience & Product Support Specialist
Remote, UK
→
Summary
Led as the primary CX point of contact for product-related queries, driving user satisfaction across digital touchpoints and ensuring seamless client journeys.
Highlights
Resolved over 11,000 support tickets with consistently high client satisfaction ratings, demonstrating exceptional capacity for high-volume client management and empathetic, solution-oriented communication.
Partnered with the engineering team to build a proprietary in-house support desk, contributing feature requirements that reduced average resolution time by an estimated 30%.
Championed client feedback loops, systematically translating user pain points into actionable product improvement recommendations to accelerate platform enhancements.
Developed and maintained CX SOPs and knowledge base articles, empowering a self-service culture and significantly reducing repeat inbound queries.
JAXCOM LLC
|Customer Service Manager
Remote
→
Summary
Managed end-to-end client relationships for VOIP account holders, overseeing onboarding, technical issue resolution, and account health across a growing portfolio of business clients.
Highlights
Delivered virtual technical assistance and product training, reducing client-reported configuration errors by improving first-contact resolution rates.
Coordinated client interactions across email, social media, and telephone channels, ensuring consistent, high-quality experiences regardless of platform.
Implemented structured escalation protocols that improved client retention and minimized churn for key accounts.
Union Bank of Nigeria
|Product Specialist - E-Channels & Digital Banking
Nigeria
→
Summary
Resolved digital channel complaints across online and mobile banking platforms, delivering swift, accurate solutions that protected customer trust and reduced ticket escalations.
Highlights
Monitored mobile banking transactions in real-time using fraud detection platforms, proactively identifying and curbing suspicious activity to safeguard customer accounts.
Collaborated with the Payment & Collections team to deliver a premium digital experience for SME business owners, supporting seamless payment flows and account self-management.
Enforced customer compliance with fraud prevention protocols across all mobile and online banking channels, contributing to a measurable reduction in fraud-related incidents.
Union Bank of Nigeria
|Contact Centre Agent
Nigeria
→
Summary
Managed high-volume inbound and outbound calls for complaint resolution and proactive fraud monitoring, consistently meeting quality and SLA targets in a fast-paced contact centre.
Highlights
Cross-sold banking products, including debit cards and mobile banking services, directly supporting digital product adoption and revenue growth targets.
Delivered Omni-channel customer support across inbound calls, social media, and email, ensuring consistent, empathetic service at every client touchpoint.
Education
University of Maiduguri, Nigeria
BSc.
Biochemistry
Grade: 4.03/5.0
Languages
English
Certificates
Microsoft Excel Training
Become a Customer Service Professional
Issued By
LinkedIn Learning
Customer Experience Training
Issued By
UConnect
Skills
Client Relationship Management
Client Relationship Management.
CX Strategy & Workflow Design
CX Strategy & Workflow Design.
Technical Product Support
Technical Product Support.
Multi-Channel Support (Chat, Email, Phone)
Multi-Channel Support (Chat, Email, Phone).
Support Desk Implementation
Support Desk Implementation.
Escalation & Ticket Management
Escalation & Ticket Management.
Freshdesk / Support Pal
Freshdesk / Support Pal.
SaaS & Digital Product Onboarding
SaaS & Digital Product Onboarding.
E-Channel & Payment Systems
E-Channel & Payment Systems.
Fraud Detection
Fraud Detection.
Workflow Automation
Workflow Automation.
SLA Management
SLA Management.
Product Improvement
Product Improvement.
Knowledge Base Management
Knowledge Base Management.
VOIP
VOIP.
Digital Banking
Digital Banking.
Mobile Banking
Mobile Banking.
Cross-selling
Cross-selling.
Omni-channel Support
Omni-channel Support.