Gloria Orji

Four years in banking customer support taught me something important, customers may forget how fast an issue was resolved, but they remember how they were treated while it was being handled.

I'm a Customer Support Specialist with hands-on experience managing high-volume, multi-channel support in financial services, one of the most demanding customer service environments. I've handled walk-in customers, inbound calls, and 150+ emails daily at the same time, in environments where accuracy, compliance, and customer satisfaction are all non-negotiable.

At Guaranty Trust Bank, I maintained a 95% CSAT for over two years across email, phone, and in-person support. I handled sensitive, compliance-related complaints personally, identified a bottleneck in the card and cheque issuance process, and reduced turnaround time by 20%. I also supported newer team members as they navigated difficult customer interactions.

At United Bank for Africa, I managed 150+ customer emails daily, including fraud disputes, failed transactions, and account complaints, and reduced escalation rates by 15% by addressing root causes rather than just closing tickets.

That focus on understanding problems, not just solving them, is something I've developed beyond the day-to-day work. I hold a Postgraduate Diploma in Customer Relationship Management from CICRM, which shapes how I approach every customer interaction.

I work across Zendesk, Freshdesk, HubSpot, Salesforce, and Intercom. I follow SOPs, document interactions accurately, flag process gaps, and take ownership from start to finish.

I'm available full time for remote support roles across email, phone, and live chat. Send me a message, I'm ready to start immediately.