Peter Mbah

• Manage reporting and ticketing systems to identify friction points, handle complaints and escalations, and collaborated cross-functionally with product, engineering, design, and customer success teams to ensure community feedback shapes feature development. • Troubleshoot platform issues and guided creators and brands through onboarding to improve user experience. • Support platform scalability by testing features and coordinating with development teams for rapid issue resolution.

• Lead development of a strategic agribusiness roadmap focused on sustainable palm oil solutions for farming and processing. • Design scalable end-to-end models spanning community farm settlements, local mills, and full-scale processing facilities. • Develop training frameworks for local farmers and partners to enhance plantation quality, efficiency, and profitability.

• Reported to the Head of Customer Engagement to support delivery of the Group's strategic customer and business objectives. • Executed service targets and support tasks while facilitating cross-team collaboration to improve organizational performance and client experience. • Maintained high standards of diligence and professionalism in line with Trustbanc's governance and ethics expectations.

• Logged, tracked, and resolved 100+ tickets weekly using structured ticketing systems. • Reduced average customer response time by 30% by streamlining triage and prioritizing urgent tickets. Port Harcourt, Nigeria • Partnered with IT teams to optimize platform performance and user experience; relayed user feedback to development teams to inform continuous improvements.

• Supervised and mentored 50 customer support agents, embedding coaching practices that elevated service quality and SLA adherence across the team. • Directed case resolution workflows, escalation pathways, and account-related inquiries across multiple channels. •Maintained QA protocols and delivered per-shift structured feedback to Unit Supervisor on individual agent task assignments, time slot performance scores, and total tasks handled