I am a Customer Support Team Lead and Customer Service Specialist with over 10 years of experience in banking, fintech, and customer-facing operations. I have led high-performing support teams and delivered customer experiences across voice, email, live chat, and social media channels.
I specialize in contact center management, customer experience, escalation handling, first-contact resolution, SLA compliance, workforce planning, and agent coaching. My leadership approach focuses on improving operational performance while maintaining a customer-first mindset.
In my previous team leadership role at Kuda Microfinance Bank, I led 30 customer service representatives, maintained CSAT above 94%, improved first-contact resolution, and reduced response times through workflow and ticket-routing improvements.
I have extensive experience supporting digital banking and card operations, including card activation, PIN resets, transaction disputes, ATM and POS issues, fraud escalation, and reimbursement processes. I am comfortable working with customers in sensitive and high-priority situations.
I am proficient with major CRM and support platforms including Salesforce, HubSpot, Zendesk, Freshdesk, Microsoft Dynamics, Siebel CRM, Zoho, and Intercom. I also use data and service KPIs such as CSAT, FCR, SLA, NPS, and AHT to improve support quality and team performance.
I currently provide remote freelance customer support and travel consulting services, helping international travelers resolve booking issues, manage itinerary changes, and identify travel options suited to their needs and budgets.
