Unazi Agbese
I am a Customer Service Executive with over eight years of experience delivering high-quality email, chat, and phone-based support in fast-paced environments.
About
I am a Customer Service Executive with over eight years of experience delivering high-quality email, chat, and phone-based support in fast-paced environments. I excel at resolving issues efficiently, managing customer accounts, updating CRM records accurately, and guiding cases to resolution while meeting SLA, KPI, and customer satisfaction targets. I am fluent in English and thrive in both remote and hybrid settings.
Currently pursuing a BSc in International Business Management at Akademia WSB in Krakow. I enjoy collaborating with cross-functional teams to improve customer experiences and business processes, and I bring a friendly, professional approach to every interaction.
- 9 years' experience
- Joined January 2026
Languages
- EnglishFluent
Industry experience
- Financial Services
- Professional Services
- Retail
- Software & Internet
Work experience
Conducted detailed customer account and case analysis in a high-volume environment; reviewed customer-submitted documentation to ensure compliance with internal policies; identified irregular behaviour and escalated potential risk and fraud indicators; maintained accurate case notes and audit trails within CRM systems; handled sensitive personal and financial data in compliance with GDPR; consistently met SLA and KPI targets within shift-based operations.
Investigated customer-reported issues using internal tools and research; ensured documentation accuracy and adherence to internal compliance standards; escalated complex or high-risk cases following defined procedures; maintained detailed records supporting audit and review processes.
Supported retail banking customers in a regulated financial environment; assisted with customer identity verification and account maintenance requests; identified unusual account activity and escalated concerns appropriately; ensured strict confidentiality and compliance with banking regulations.
Education
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