Eno Ekeremkpo

CUSTOMER EXPERIENCE Presented By : Eno Ekeremkpo Delivering excellent customer service experiences through efficient CRM tools and communication. ABOUT ME I am a Customer Experience Specialist with experience in fintech customer support, transaction resolution, and CRM-based case management. I specialize in handling customer complaints, resolving payment issues, and ensuring smooth user experience across digital platforms. WHAT I DO • Resolving failed or delayed transactions • Managing customer complaints and escalations • Supporting account and wallet-related issues • Tracking cases using CRM systems • Ensuring customer satisfaction and retention • Coordinating with banks and internal teams for resolution TITLE: RESOLVING TRANSACTION DISPUTES PROBLEM: CUSTOMERS EXPERIENCE FAILED OR DELAYED TRANSACTIONS AND REQUEST REVERSALS. My Role: Investigate transaction logs Raise tickets via CRM Coordinate with banks and payment partners Provide timely feedback to customers Outcome: Improved customer trust through consistent updates and resolution tracking. TITLE: CUSTOMER COMPLAINT RESOLUTION PROBLEM: CUSTOMERS REPORT ACCOUNT ACCESS OR PAYMENT ISSUES CAUSING FRUSTRATION. My Role: Listen and document complaints Identify root cause Escalate when necessary Provide clear communication until resolution Outcome: Reduced repeat complaints through better follow-up communication. TOOLS & SYSTEMS FRESHDESK (TICKET MANAGEMENT) CRM SYSTEMS EMAIL & CHAT SUPPORT TOOLS INTERNAL FINTECH DASHBOARDS EXCEL / REPORTING TOOLS DASHBOARD EXPERIENCE KEY STRENGTHS Strong customer empathy under pressure Fast problem diagnosis Clear communication with customers and banks Ability to manage high-volume tickets Attention to detail in financial transactions IMPACT STATEMENT I CONTRIBUTE TO IMPROVING CUSTOMER TRUST IN DIGITAL FINANCIAL SERVICES BY ENSURING ISSUES ARE RESOLVED QUICKLY, ACCURATELY, AND TRANSPARENTLY. CONTACT Email:-Phone: +234 - LinkedIn: http://linkedin.com/in/enotonygold THANK YOU FOR YOUR TIME AND ATTENTION