Wilfred Adhuze

Results-driven Customer Experience and Service Recovery Team Lead with over five years of experience in the financial services industry. Proven expertise in leading customer support teams, resolving complex escalations, improving operational efficiency, and delivering exceptional customer experiences across email, live chat, and telephone channels. Experienced in leading a team of 40 customer service specialists supporting approximately 800 interactions daily while maintaining 85% customer satisfaction (CSAT) and 95% service level agreement (SLA) compliance.

Skilled in stakeholder management, complaint resolution, process improvement, performance reporting, and team coaching. Proficient in Freshdesk, Finacle, and Microsoft Office Suite.

Service Recovery Team Lead - UBA Group

(2023-11)

• Lead a team of 40 specialists supporting about 800 customer interactions daily.
• Maintain 85% CSAT and 95% SLA compliance.
• Introduced a mini validation team that improved First-Time Resolution (FTR)
• Prepared management reports and Excel dashboards, analyzing operational trends and team performance to support business management decision-making.
• Coach and mentor team members.

Team Lead, Customer Experience - UBA Group

(2023-05 - 2023-10)

• Led a team of 9 advisors and consistently achieved KPIs.
• Trained all new hires.
• Investigated service failures and implemented corrective actions.

Customer Experience Executive - UBA Group

(2021-05 - 2023-04)

• Delivered support through email (5+ years), live chat (5+ years) and phone (2 years).
• Resolved complex banking escalations with cross-functional teams.
• Collaborated with cross-functional teams to investigate and resolve complex customer complaints while ensuring compliance with service standards.

Independent Sales Consultant - Automotive

(2020-05 - 2021-04)

• Assisted clients with sourcing and purchasing pre-owned vehicles.
• Managed negotiations and customer relationships.
• Built referral-based business through outstanding customer service
• Coordinated inspections and documentation

Customer Service Officer - First City Monument Bank (FCMB)

(2019-05 - 2020-04)

• Assisted customers with account enquiries and banking services
• Delivered customer support through face-to-face and telephone interactions
• Resolved customer complaints professionally while ensuring excellent service delivery

Accounts Intern - Silverbird Galleria & Ben Bruce Foundation

(2019-03 - 2019-04)

B.Sc. - Business Administration - Ahmadu Bello University (2027-01)

Ordinary National Diploma (OND) - Banking and Finance - Lagos State Polytechnic (2018)