Boi Joshua

Handled customer support through various channels, addressing product inquiries, billing questions, and service requests. Maintained adherence to quality standards and data protection regulations while managing sensitive customer issues. Worked closely with team leads and departments to enhance first contact resolution and customer satisfaction. Successfully adapted to changing workflows and operated independently in a remote setting with minimal oversight. • Delivered customer support via calls, emails, and chat, resolving inquiries and requests efficiently. • Maintained compliance with company policies and data protection regulations. • Handled escalated customer issues with empathy and professionalism. • Collaborated with team leads to achieve first contact resolution and improve experiences. • Adapted to dynamic workflows and worked independently in a remote environment.

• Resolved customer inquiries by actively listening and providing effective solutions. • Escalated difficult cases to supervisors to ensure prompt resolution. • Assisted with order placements and adjustments, improving customer experience. • Provided accurate troubleshooting, leading to enhanced customer satisfaction. • Documented interactions and solutions in the CRM for future reference.

• Handled customer communications via calls, emails, chats, and social media, enhancing response efficiency. • Provided clear information on products, orders, and billing, improving customer satisfaction. • Troubleshot and guided customers through technical issues, increasing first-contact resolution rates. • Followed company scripts to ensure consistent customer service aligned with brand policies. • Documented all interactions meticulously, maintaining secure and compliant customer records.

• Resolved customer complaints and inquiries, enhancing satisfaction levels. • Provided detailed product and service information, leading to informed customer decisions. • Processed orders and returns, ensuring accuracy and timely fulfillment. • Addressed customer reservations, clarifying product details for better understanding.

• Review client credit reports (Equifax/Experian/TransUnion) to identify errors, fraud indicators, and negative items impacting scores. • Educate clients on credit scoring factors, credit utilization, payment history, and debt-to-income basics. • Develop individualized credit improvement plans (dispute strategy, payoff plan, utilization targets, timeline). • Prepare and submit disputes to credit bureaus and furnishers (creditors/collectors) with supporting documentation. • Track dispute deadlines and outcomes; analyze investigation results and determine next steps (re-dispute, escalation, goodwill/validation requests). • Communicate with creditors/collection agencies regarding validations, corrections, settlements, and pay-for-delete requests (where appropriate). • Maintain detailed case notes, document management, and compliance-ready records in a CRM/case system. • Provide ongoing client updates via phone/email/text and set expectations on timelines and results. • Monitor credit progress and key metrics; adjust strategies based on report updates and score changes. • Ensure compliance with applicable laws and standards (e.g., FCRA, FDCPA, CROA) and company policies. • Handle sensitive personal data securely and maintain confidentiality. • Support client onboarding: collect identity documents, authorizations, and required forms; verify information accuracy.

• Monitored, tracked, and reconciled insurance policies, certificates, endorsements, and receipts to confirm appropriate coverage and adherence to internal/external requirements. • Validated accuracy of policy details (policy numbers, effective/expiry dates, asset/vehicle/property information, premiums, coverage limits) and ensured complete documentation. • Followed up with borrowers, agents/brokers, vendors, and internal stakeholders for missing, incomplete, or expired insurance documents; escalated exceptions as needed. • Maintained an up-to-date insurance tracker (spreadsheets/databases) to surface renewals, gaps, and exceptions. • Partnered with underwriting, servicing, risk, compliance, and audit teams to resolve exceptions and support reporting requirements. • Identified coverage lapses, inadequate limits, and non-compliance risks; flagged issues to management and the appropriate risk/insurance team. • Produced weekly status reports on coverage metrics, renewals, exceptions, and remediation progress.

• Generated financial reports by analyzing accounting data, aiding managerial decision-making • Compiled and analyzed account information to prepare asset, liability, and capital entries • Accurately recorded financial transactions by maintaining precise account information

• Prepared financial reports in line with tax regulations, ensuring compliance and accuracy. • Analyzed organizational finances to identify strengths and weaknesses, aiding strategic planning. • Verified accounting systems and procedures, enhancing financial accuracy and reliability.

Credit Report Specialist

Udemy

Associate Of The Chartered Institute Of Human Resources Management

Chartered Institute Of Human Resource Management

Post Graduate Diploma In Human Resources Management

Chartered Institute Of Human Resource Management

Customer Relationship Management

Obafemi Awolowo University