Abimbola Abdsamad

At Leadway Health, I handled 80–100 customer inquiries a day across email and live chat, with an average first-response time under 15 minutes. I resolved policy, claims, and billing complaints while maintaining a 96% positive customer satisfaction rate. I logged interactions in Salesforce and HubSpot and followed up on open tickets until customers confirmed they were satisfied. Working with department heads through Slack, I flagged recurring service gaps and contributed to two process improvements in 2025. At Access Bank, I handled 70–80 daily customer interactions and maintained a 98% first-contact resolution rate. I also managed sensitive complaints and disputed transactions in line with banking privacy and data protection standards, with zero compliance incidents.