Austine Obi
Customer support services · Nigeria, Lagos, Ojo
Details
Gender
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Age range
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obia•••••••••@•••••.com
Phone
•••••••••6414
Address
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Experience
Customer Support Lead · Access bank plc
Feb 2021 – Aug 2026
- Operational Impact:
- ▸ Managed 80–120 daily customer inquiries across email, phone, social media, CRM, and live chat —
- consistently maintaining under-2-hour response times across all channels.
- ▸ Achieved a 98% first-contact resolution (FCR) rate, directly contributing to CSAT scores sustaining above
- 90% for 4+ consecutive years.
- ▸ Diagnosed and resolved failed, delayed, or disputed international transfers, re-engineering escalation
- workflows to cut transaction turnaround time by 30%.
- ▸ Identified recurring inquiry patterns and developed customer education materials on SWIFT codes, IBAN
- formats, and FX charges — reducing repeat inquiries by 25%.
- Process & Analytics:
- ▸ Collaborated with internal payment teams and correspondent banks to trace SWIFT transactions, resolve
- settlement discrepancies, and prevent recurring failures.
- ▸ Leveraged CRM data (Salesforce, Zendesk) to generate weekly performance dashboards, identify service
- bottlenecks, and recommend targeted operational improvements.
- ▸ Designed and implemented QA checklists and SLA tracking mechanisms adopted across the customer
- support unit
Education
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About
Customer Service Representative | Email, Live Chat & Phone Support | Customer Satisfaction Specialist Great customer service builds trust, strengthens your brand, and keeps cust...
Customer Service Representative | Email, Live Chat & Phone Support | Customer Satisfaction Specialist Great customer service builds trust, strengthens your brand, and keeps customers coming back. I help businesses provide prompt, professional, and empathetic support that improves customer satisfaction and loyalty. With experience handling customer inquiries through email, live chat, phone, and social media, I can assist with order tracking, billing questions, returns, technical support, complaint resolution, and general customer communication. I remain calm under pressure, communicate clearly, and focus on resolving issues efficiently while maintaining a positive customer experience. Here’s how I can support your business: * Email and live chat support * Phone customer service * Order processing and tracking * Returns, refunds, and exchanges * CRM management (Zendesk, Freshdesk, HubSpot, Salesforce, Intercom, or similar) * Ticket management and resolution * Customer onboarding and follow-up * Data entry and documentation * Administrative support Why clients choose to work with me: * Professional and friendly communication * Fast response times * Strong problem-solving skills * Excellent attention to detail * Reliable and organized * Committed to delivering outstanding customer experiences My goal is to represent your brand professionally, resolve customer concerns efficiently, and help your business build lasting relationships with every customer interaction. If you’re looking for a dependable Customer Service Representative who values quality, communication, and customer satisfaction, I’d be happy to discuss how I can support your team.
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