Blessing Ajewole Adewuyi

In my role as a Customer Support Representative at a major Nigerian commercial bank, I am responsible for managing high-priority, escalated customer issues that required expert knowledge, meticulous investigation, and diplomatic communication. This is not a standard frontline position; it is a specialized role focused on complex problem resolution for a diverse clientele using our digital and traditional banking services.

The Core Challenge: My primary objective is to resolve sensitive cases, like transaction disputes, and digital banking errors, through workin customers. The goals is to restore customer trust, ensure strict adherence to Central Bank of Nigeria (CBN) consumer protection regulations, and implement process improvements to prevent future recurrences.

What I Delivered – My Actions & Process:

· End-to-End Escalation: I owned a daily caseload of 50-70 escalated tickets via secure channel (Internal CRM). My process involved a deep-dive investigation using core banking and transaction monitoring systems, and serving as the customer's single point of contact until full resolution.

· Cross-Functional Collaboration & Advocacy: I regularly liaised with critical internal departments,including the Fraud Desk, IT, Branches, and the Settlement Team, to diagnose root causes and expedite solutions.

· Complaint Handling in a Regulated Environment: Every interaction is conducted with the highest standards of confidentiality and regulatory compliance. I ensured all resolutions are documented accurately for audit purposes and aligned with the bank's policies and CBN guidelines.

Key Tools & Skills Utilized:

· Core Banking & CRM Platforms

· Channels: Secure Email, Phone Support, Secure Messaging.

· Core Skills: Advanced Problem-Solving, Regulatory Compliance, Dispute Resolution, Technical Support, Knowledge Base Creation, Cross-Departmental Communication, Customer Advocacy, Data Analysis.

The Results & Impact:

My work directly contributed to enhancing service quality and operational efficiency. Here are the measurable outcomes from my tenure:

· Exceptional Resolution Rate: Achieved and maintained a 90% first-contact resolution rate on my escalated case load, preventing further complaints and reducing bureaucratic back-and-forth.

· High Customer Satisfaction: Consistently earned customer satisfaction scores above 92% through transparent communication and effective problem-solving.

Why This Experience is Valuable for Your Project:

This role honed my ability to handle high-pressure, sensitive situations with professionalism and efficiency. I don't just answer queries; I diagnose underlying issues, advocate for the customer within complex systems, and drive improvements that benefit both the client and the organization. I am adept at mastering new products quickly and communicating complex information with clarity and empathy.