The Customer Experience Rockstar Who Learnt Patience Being a Man Utd Fan

Christabel is one of those lucky few who have always known what they wanted to be and they worked towards it from childhood.

She had always wanted to work in the Finance space and to always interact with people. With her role in our Customer Experience team, she has successfully achieved this childhood dream.

Although she's lucky with her childhood and career dreams, the football fan she supports, Manchester United, stresses her and hasn't made her happy in a while.

Question: Can we meet you?

Christabel: I am Christabel but my friends call me Amy Bella, which is a creative combination of my first and middle names. I grew up in Enugu and I'm the second daughter in my family of 4 children. My mom was an educator and businesswoman while my dad was a civil servant who traveled a lot for work and that helped me see many parts of the country as a child. I love watching football more than anything.

Question: What did you want to be as a child and what are you doing now?

Christabel: I’ve always wanted to work in finance because I kept and managed the family funds growing up. I studied Finance and I'm in the process of becoming a Chartered Accountant. I started working as a Customer Call Agent in a traditional bank with users from all the over world. I talked to a minimum of 100 customers/day at my first job. There was so much to learn and so many things to be. I got promoted to being a Customer Experience agent in the banking hall.

I'm still doing pretty much the same thing as a Customer Experience Personnel here at Moni.

Question: What exactly do you do in your role and what does your day-to-day look like?

Assisting our customers; being the first-hand support to them in whatever they may need. The most important thing is to keep our customers happy and address their concerns. 

My morning shift starts at 8 AM. I get up early to sort myself. Log in to our dashboard to see pending tasks or comments from previous days. I check my calendar for training or conversations with my teammates. I go ahead to resolve customer issues and listen to our customers for the day.

Question: Do you remember your interview at Moni?

My interview was interesting because it was more like a conversation and there were other people on the call with no customer support experience. The highlight for me was a question that I was asked.

“If it’s not working, how do I interpret it to customers”  

Question: What helped you decide to work at Moni? 

Being a remote team was the first thing that I was sold and an ex-colleague of mine referred me to the role. 

Question: Has a customer ever made you cry?

Christabel: No 😂😂😂

Question: What advice will you give anyone looking to work in Customer Experience? 

Christabel: Work on your patience. Love what you do. It has to be the way you are. Being there for someone. It's being a soft person and being an empath.