Computer Packages

Customer Experience Support Officer with over 2 years of hands-on experience in delivering exceptional service and building strong client relationships. Previously served as a Customer Service Agent at HFC Limited and as a Human Resource Intern at Oracle Edge Consulting. Skilled in communication, problem-solving, data analysis, and cross-departmental collaboration. Motivated by continuous improvement and dedicated to enhancing customer satisfaction, loyalty, and retention. Aspires to contribute to organizational growth through service excellence and innovative solutions.

Resolution of customer queries escalated to Support center within defined SLAs. Resolution of loan related queries including analysis of statements and computations. Adherence to compliance and policies. Providing feedback to team leader and management regarding processes, customer pain points, and service gaps to improve customer experience. Provision of required letters and ensuring all customer correspondence is worked on and dispatched on time. Meeting daily targets and ensuring that Key Performance Indicators are met and surpassed. Working closely with call center team to share knowledge, troubleshoot issues and maintain a cohesive and collaborative environment. Following up on customers’ requests and giving customers feedback via Email or phone call.

Customer Experience Support Officer

Responded to incoming calls and emails from customers with product inquiries. Managed and communicated with customers through social media platforms. Efficiently resolved customer issues such as transaction disputes and account errors by escalating to relevant teams. Processed customer transactions including fund transfers, account openings, and loan applications. Identified potential sales opportunities and promoted products and services. Recorded customer interactions in CRM systems. Ensured customer satisfaction by resolving issues and providing excellent service.

Customer Service Agent

Assisted with recruitment needs by coordinating prospective candidates. Ensured efficient workforce operations aligned with company goals. Generated analytical reports and presentations for management feedback. Sorted documents in HR and confidential registry. Supported in maintaining a user-friendly filing system. Updated employee records with new hire information.