AKPAN EDIDIONG JOHN

Generated comprehensive weekly and monthly reports on customer satisfaction and service metrics, providing critical insights to Line Managers that informed strategic decisions.

Managed and mentored a team of 15+ customer service representatives, ensuring consistent delivery of high-quality customer service standards and achieving a 95% customer satisfaction rate.

Coordinated seamlessly with internal departments, including dispute resolution desks, to resolve complex customer issues and complaints, reducing resolution time by 20%.

Designed and implemented regular training programs and performance evaluations for the customer service team, improving team proficiency by 30% and ensuring 100% compliance with organizational processes.

Supervised a team of 10 customer service representatives, upholding high service standards and contributing to a 15% increase in customer retention.

Monitored and analyzed customer feedback, complaints, and suggestions, identifying key areas for improvement that led to the implementation of 3 new service protocols.

Oversaw the issuance of over 500+ cards and hardware tokens monthly, ensuring operational efficiency and accuracy.

Drove customer engagement and supported the migration of 2,000+ customers to alternate digital channels, significantly increasing digital adoption rates.

Successfully onboarded and managed over 100 financial ambassadors/money agents across various communities, expanding financial service accessibility.

Supported and promoted campaigns for the utilization and adoption of digital channels for financial transactions, resulting in a 25% increase in digital transaction volume.

Leveraged social and communal listening insights to inform brand perception and customer preferences, enhancing overall customer experience and brand protection.

Organized and executed 50+ roadshows and market storms, leading to the onboarding of 1,000+ new customers for digital banking products.

Developed and executed pre-season marketing plans that supported department product strategies, contributing to a 10% increase in product awareness.

Collaborated closely with product development and relationship managers to provide superior customer support, enhancing service delivery efficiency by 15%.

Built and maintained strong customer relationships by actively engaging clients and collecting feedback, leading to a 20% improvement in customer satisfaction scores.

Resolved customer issues within an average of 24 hours, significantly improving customer retention and driving increased brand loyalty and product uptake.