Godwin Edak

Godwin Edak Customer Support & Operations Specialist | Fintech & SaaS | CRM & QA Expert (Full-time Remote Ready) Professional Summary Customer Support professional with 5+ years of experience delivering high-quality support in fast-paced financial services and fintech environments. Skilled in multi-channel support (email, chat, voice), CRM management, and operational process improvement. Proven ability to identify trends, resolve escalations, and implement process optimizations that improve customer satisfaction and operational efficiency. Recognized for attention to detail, ownership, and problem-solving in high-volume, regulated settings. Core Competencies         Multi-channel Customer Support: Email, Chat, Voice CRM Management: Zendesk, Salesforce, Zoho CRM, HubSpot, Freshdesk Quality Assurance & SLA Compliance Customer Escalation & Issue Resolution Process Optimization & Trend Analysis Data Analysis & Reporting (Excel, Google Sheets, Power BI) Cross-Functional Collaboration Customer Experience (CX) Improvement Professional Experience Sterling Bank Plc — Quality Assurance Analyst (Customer Experience) Nov 2023 – Present      Review 500+ monthly customer interactions across email, voice, and chat channels for SLA compliance and quality standards. Identify recurring operational gaps, providing insights that improved resolution efficiency and customer satisfaction by 25%. Partner with support and operations teams to optimize workflows and maintain consistent CX standards. Provide actionable feedback to frontline teams to enhance communication, empathy, and accuracy. Develop dashboards and reports to support leadership decisions and continuous improvement initiatives. Guaranty Trust Bank (GTCO) — Customer Service Support Executive Dec 2020 – Nov 2023    Delivered high-volume support (90+ daily interactions) across email, phone, and chat in a regulated fintech environment. Investigated and resolved customer issues related to digital banking, transactions, and account access, maintaining 95% issue resolution rate. Maintained accurate CRM documentation, internal notes, and escalation records for audit readiness.   Guided customers through platform processes, improving confidence and satisfaction. Escalated process gaps and recurring issues to enhance workflow and reduce friction. Education B.Sc. Geography & Natural Resources Management — University of Uyo, Nigeria, 2019 Certifications    Quality Assurance Certification — 2023 Ethics & Compliance Certification — Chartered Institute of Bankers of Nigeria — 2024 Managing AML/CFT Risk in the Digital Age — 2025 Technical Skills     CRM & Support Tools: Zendesk, Salesforce, Zoho CRM, HubSpot, Freshdesk Productivity & Reporting: Google Workspace, Microsoft Office Suite, Excel, Power BI Customer Interaction: Email, Live Chat, Phone Support Analysis & QA: SLA Monitoring, Performance Reporting, Trend Analysis Remote Work Setup     High-speed internet connection (100 Mbps) HP EliteBook Laptop (16GB RAM) Dedicated quiet workspace with power backup Noise-cancelling headset