Priscilla Edward

Dedicated Customer Experience Professional with over 3 years of experience in banking operations, relationship management, customer service, and executive support across the banking, fintech, and legal sectors. Skilled in managing high-volume customer interactions, resolving complex inquiries, executive calendar management, coordinating executive schedules, supporting recruitment activities, and leveraging CRM tools to enhance operational efficiency and service delivery. Proven ability to collaborate with cross-functional teams, streamline processes, and deliver exceptional customer experiences while maintaining a high standard of professionalism and confidentiality.

Executive Assistant at Oake Legal (2026-07 – Present)

• Managing executive calendars, schedule meetings, and coordinate appointments to ensure efficient time management.
• Organizing meetings, prepare agendas, take minutes, and follow up on action items.
• Coordinating recruitment activities, including interview scheduling and communication with candidates.
• Maintaining confidential records and documentation with accuracy and discretion.
• Supporting day-to-day operations by coordinating administrative processes and ensuring timely execution of tasks.
• Tracking deliverables and follow up on pending actions to support organizational objectives.

Virtual Delight Officer at The Alternative Bank, Lagos (2024-11 – 2026-07)

• Delivered first-level customer support via phone calls (Freshcaller), emails (Freshdesk, Zoho), live chat (Freshdesk), and social media platforms.
• Resolved customer complaints and inquiries promptly and efficiently, ensuring high customer satisfaction and retention rates.
• Logged, tracked, and managed customer interactions and incidents using CRM systems (Freshdesk).
• Escalated complex or unresolved cases to relevant internal teams and followed through to closure within SLA timelines.
• Engaged and provided hands-on information and guidance on banking products and digital services to customers.
• Monitored and analyzed customer feedback to identify trends, improve service delivery, and knowledge base resources.
• Collaborated with internal teams to ensure seamless virtual support and excellent service delivery.

Customer Service Representative at Opay Digital Service, Lagos (2023-03 – 2024-01)

• Delivered timely and professional support to Opay customers across multiple channels (call center, live chat, email, and social media).
• Assisted customers with technical and product-related inquiries, offering clear solutions and first-level troubleshooting.
• Educated users on digital payment products and services, thereby improving product adoption and customer satisfaction.
• Maintained accurate CRM logs for customer interactions, case categorization, assignments, and closure following standard helpdesk procedures.
• Ensured compliance with data protection, confidentiality, and internal operational guidelines.

BSc in Microbiology – Anchor University, Lagos, Nigeria (2017 – 2020)