Laura Solomon

Customer Experience Analyst with 6+ years of progressive experience in the banking sector, spanning frontline service, contact center operations, and regional CX management. Skilled in analyzing customer data, identifying service gaps, and driving initiatives that improve customer satisfaction and operational efficiency. Proven ability to manage complex customer interactions, optimize service delivery, and support multi-country CX strategies.

Strong analytical mindset with a data-driven approach to enhancing customer journeys.

Customer Experience Analyst (Subsidiary Support – Anglo & Franco Regions) at FirstBank Group (2025-05 – Present)

Support CX strategy and performance improvement across subsidiaries in Ghana, Gambia, Sierra Leone, DRC, Senegal, and Guinea.

• Support CX strategy and performance improvement across subsidiaries in Ghana, Gambia, Sierra Leone, DRC, Senegal, and Guinea.
• Analyze customer feedback, complaints, and satisfaction metrics to identify trends and actionable insights.
• Collaborate with regional stakeholders to standardize service processes and improve customer journey consistency.
• Monitor and report on key CX metrics (CSAT, NPS), enabling data-driven decision-making.
• Contribute to the design and rollout of customer-centric initiatives across multiple markets.

First Contact Consultant (Contact Center) at FirstBank (2022-11 – 2025-05)

Managed high-volume customer interactions across multiple channels, resolving inquiries and complaints efficiently.

• Managed high-volume customer interactions across multiple channels, resolving inquiries and complaints efficiently.
• Escalated complex issues to relevant units, ensuring timely and satisfactory resolution.
• Maintained accurate customer records using CRM systems and tracked interaction outcomes.
• Consistently met KPIs for response time, resolution rate, and customer satisfaction.
• Identified recurring issues and provided insights to improve service delivery.

Customer Service Representative (Front Desk Operations) at Access Bank (2018-09 – 2022-11)

Delivered professional support to walk-in customers, handling inquiries and account-related requests.

• Delivered professional support to walk-in customers, handling inquiries and account-related requests.
• Resolved customer issues promptly while ensuring compliance with banking policies.
• Built strong customer relationships through effective communication and problem-solving.

Transaction Officer at Access Bank (2014-06 – 2018-09)

Processed international money transfers, handled cash transactions, and executed fund transfers.

• Processed international money transfers (Western Union, MoneyGram, PTA, BTA, Form A).
• Handled cash transactions, including deposits and withdrawals.
• Processed payments for airline tickets, taxes (FIRS, LIRS), utilities, and subscriptions.
• Executed intra- and interbank fund transfers accurately and efficiently.

B.Sc. in Business Administration – Ajayi Crowther University (2025)

HND in Banking & Finance – Lagos State University of Science and Technology (2015)

OND in Banking & Finance – Lagos State University of Science and Technology (2011)