Henry Roland

Customer experience leader with 5+ years' experience designing and owning end-to-end customer journeys across B2B and B2C relationships, driving retention, resolving issues fast, and using data to spot trends before they become churn. Track record of cutting complaints by 89%, lifting quality ratings by 25%, and sustaining 98% customer satisfaction through strong analytical and cross-functional collaboration skills. Hands-on, high-ownership operator who thrives in fast-paced startup environments where priorities shift and autonomy is expected.

Customer Experience Specialist at Fidken Multi Services Limited (2025-07 – Present)

• Own the end-to-end customer journey for 60+ daily interactions across phone, email, and live chat, resolving issues fast and sustaining a 98% customer satisfaction rate.
• Analyze CRM data and communication channels daily to identify trends, spot problems before they become churn, and recommend actionable improvements for a distributed offshore client base.
• Collaborate cross-functionally with internal teams to resolve escalated and complex cases, driving retention and clear communication with stakeholders.
• Monitor billing and account data for accuracy, proactively engaging clients to protect retention and overall customer experience.

Head, Customer Service and Experience at Fidelity Bank Plc (2023-02 – 2025-02)

• Owned the customer experience for a frontline team across phone, email, and in-person channels, achieving an A+ service rating and strengthening retention.
• Designed and implemented a resolution and escalation strategy that cut customer complaints by 89%, directly improving customer satisfaction and experience.
• Used data-driven investigation and stronger documentation standards to raise audit/quality ratings by 25%, identifying trends and recommending improvements.
• Trained and coached team members on customer-facing skills, and reported performance data and trends to senior leadership.

Customer Service & Experience Specialist at United Bank for Africa (UBA) (2021-02 – 2023-02)

• Managed B2B and B2C customer relationships across multiple channels, resolving service and transaction issues fast while maintaining accurate CRM records.
• Owned client onboarding and the end-to-end customer experience, applying retention strategies that improved customer satisfaction.
• Supported compliance reviews and regulatory reporting (AML/CFT), ensuring accurate, data-driven documentation.

B.Sc. in Computer Science – Imo State University (2017)