Fatima Abass

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Warehouse Supervisor / Senior Fulfilment Officer

Customer experience specialist at Guaranty Trust Bank (GTCO) who improved complex-case resolution time by 25% through cross-team collaboration.

NigeriaWarehouse Supervisor / Senior Fulfilment Officer at BitMARTe C-Bit Industries Limited

About

At Guaranty Trust Bank (GTCO Holdings), I managed customer requests and complaints, documented cases in the CRM, and followed up on open issues. I exceeded first-response and resolution-time SLAs by 20% and earned a 95% satisfaction rating on complex cases. I worked with Card Resolution, Card Risk, TQM, Business Settlement, and Marketing to investigate customer issues, reducing resolution time by 25%. I also supported an average of 70 customers per day with onboarding to the mobile app and other electronic banking channels. At BitMARTe C-Bit Industries Limited, I supported more than 100 B2B merchants and coordinated order fulfilment and intra-state deliveries. I also checked stock, monitored replenishment, and worked with colleagues and delivery partners to address fulfilment issues.

Experience

Warehouse Supervisor / Senior Fulfilment Officer
Served as primary contact for over 100 B2B merchants, coordinated order fulfilment and intra-state deliveries, supervised picking, packing, and dispatch, and conducted stock counts and reconciliations.
Order FulfilmentInventory ManagementFIFO FEFO RotationStock ReconciliationB2B SupportGMP HSE ComplianceCorporate Trainer
Customer Experience Specialist
Managed customer requests and complaints, recorded interactions in CRM, exceeded SLA targets by 20%, and supported onboarding of 70 customers per day to digital channels.
CRMCustomer SupportComplaint ResolutionSLA ManagementDigital Onboarding

Education

Introduction to Fleet Management
Completed an Introduction to Fleet Management course in February 2026.
Completed an Introduction to Fleet Management course in February 2026.
Procurement and Logistics Certificate
Earned a Procurement and Logistics Certificate in March 2026.
Earned a Procurement and Logistics Certificate in March 2026.
Tech4Dev
Completed a Project Management (Gender Equality Workplace Toolkit) course in 2024.
Completed a Project Management (Gender Equality Workplace Toolkit) course in 2024.
Data Analysis Using Microsoft Excel
Completed a Data Analysis Using Microsoft Excel course in 2023.
Completed a Data Analysis Using Microsoft Excel course in 2023.
Property Law and Management
Completed a Property Law and Management course in 2023.
Completed a Property Law and Management course in 2023.
Higher National Diploma (HND)
Completed a Higher National Diploma in Estate Management & Valuation in 2013.
Completed a Higher National Diploma in Estate Management & Valuation in 2013.

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About

Experience

Warehouse Supervisor / Senior Fulfilment Officer

Served as primary contact for over 100 B2B merchants, coordinated order fulfilment and intra-state deliveries, supervised picking, packing, and dispatch, and conducted stock counts and reconciliations.

Order FulfilmentInventory ManagementFIFO FEFO RotationStock ReconciliationB2B SupportGMP HSE ComplianceCorporate Trainer

Customer Experience Specialist

Managed customer requests and complaints, recorded interactions in CRM, exceeded SLA targets by 20%, and supported onboarding of 70 customers per day to digital channels.

CRMCustomer SupportComplaint ResolutionSLA ManagementDigital Onboarding

Education

Introduction to Fleet Management

Completed an Introduction to Fleet Management course in February 2026.

Procurement and Logistics Certificate

Earned a Procurement and Logistics Certificate in March 2026.

Tech4Dev

Completed a Project Management (Gender Equality Workplace Toolkit) course in 2024.

Data Analysis Using Microsoft Excel

Completed a Data Analysis Using Microsoft Excel course in 2023.

Property Law and Management

Completed a Property Law and Management course in 2023.

Higher National Diploma (HND)

Completed a Higher National Diploma in Estate Management & Valuation in 2013.

About

Experience

Warehouse Supervisor / Senior Fulfilment Officer

Customer Experience Specialist

Education

Introduction to Fleet Management

Procurement and Logistics Certificate

Tech4Dev

Data Analysis Using Microsoft Excel

Property Law and Management

Higher National Diploma (HND)

About

Experience

Warehouse Supervisor / Senior Fulfilment Officer

Customer Experience Specialist

Education

Introduction to Fleet Management

Procurement and Logistics Certificate

Tech4Dev

Data Analysis Using Microsoft Excel

Property Law and Management

Higher National Diploma (HND)

Pupil Estate Surveyor