naomi.mdu

Resolved 200+ weekly client issues across phone, email & chat; achieved 95%+
resolution rate and CSAT score of 4.8/5.
• Collaborated with product and operations teams to drive a 15% boost in issue
resolution speed and a 20% uplift in service quality.
• Supported new customer onboarding with quick TAT and full compliance with
KYC/AML protocols.
• Trained new agents, shortening onboarding cycles by 25% and aligning them with
service delivery standards.

Managed 300+ inbound queries weekly, achieving 85% first-contact resolution.
• Grew portfolio through cross-selling, converting 35% of outbound leads and
contributing to $50,000+ in revenue.
• Ensured accurate account setup and loan application tracking, aligning with customer
onboarding targets.
• Improved client retention by 15% through proactive communication and needs-
based solution.

Improved data accuracy by 30% through system clean-up projects, ensuring
compliance with internal risk protocols.
• Trained teams on data handling best practices, cutting onboarding and error
correction time significantly.
• Monitored daily transaction data for anomalies, reducing financial discrepancies by
25%.

Onboarded 10,000+ accounts while maintaining full regulatory compliance.
• Spearheaded marketing campaigns that improved digital banking adoption by 15%.
• Resolved 95%+ of customer issues on the first contact and mentored junior staff to
enhance team output by 25%.
• Worked closely with sales and product departments to elevate client satisfaction and
retention metrics.