Ofila Blessing

Background

About Ofila Blessing

Dynamic and results-oriented professional with over 4 years of experience in customer service, quality assurance, and digital banking operations within the financial services sector. Proven ability to lead cross-functional teams of 25+ consultants, resolve complex customer issues, and drive operational efficiency while ensuring compliance with internal policies and service-level agreements (SLAs). Skilled in performance coaching, quality monitoring, CRM systems (Microsoft Dynamics 365), and root cause analysis to enhance service delivery and customer satisfaction. Adept at using data-driven insights to identify process gaps, implement improvements, and lead high-performing teams in fast-paced, client-focused environments. Ecobank Nigeria Limited (Regional Contact Centre, May 2021 – Present) Quality Assurance Analyst | June 2024 – Present • Led quality assurance efforts for a team of 25 consultants, monitoring over 100 customer interactions weekly across phone, chat, and email channels. • Developed and maintained reporting dashboards and performance review frameworks, driving data-driven improvements and increasing QA compliance rates by 15%. • Delivered targeted coaching and training sessions that improved key KPIs, including a 12% increase in CSAT and a 10% reduction in Average Handle Time (AHT). • Collaborated with management to update policies and standard operating procedures to enhance service quality and regulatory compliance. Digital & Operations Support Specialist | April 2023 – June 2024 • Resolved 1,500+ digital banking complaints, reducing average resolution time by 30%, and contributed to a 20% boost in digital platform customer satisfaction scores. • Managed transaction error cases and recovered ₦50 million+ in failed payments through efficient pay support and limit adjustment processes. Voice Team Customer Service Agent | May 2021 – April 2023 • Handled 80–100 inbound customer calls daily, consistently achieving a 98% CSAT score and exceeding internal quality benchmarks. • Maintained accurate customer data for clients using Microsoft Dynamics 365, enhancing CRM reliability. Blessed Mercy Enterprises (Personal Assistant, Nov 2020 – Apr 2021) • Assisted with event planning and administrative tasks, ensuring smooth execution of 10+ projects. • Supported daily operations with strong attention to detail, time management, and customer service. Nubia House of Production (Secretary, Sep 2019 – Oct 2020) • Improved office processes and upheld professional standards in a high-paced media environment.