CHARLES CHICHI JOY
Tel: (- Email;-, Lagos, Nigeria.
～CUSTOMER & CLIENT SERVICE PROFESSIONAL～
MORE THAN 10+ YEARS OF HANDLING CUSTOMER/CLIENT SERVICES AND RELATIONSHIP
MANAGEMENT | EFFICIENT IN HANDLING ASYNCHRONOUS COMMUNICATION
Remote Working Time Zones Proficiency:
Central European Time (CET), UTC/GMT +/- 6 hours, PST/EST/MST hours
KEY STRENGTHS:
Customer Service
Operations Handling
Query Resolution
CORE COMPETENCIES & SKILLS
Client Services | Customer Relationship Management | Business Development | Key Account Management |
Stakeholders Account Management | Multi-Channel Customer Services Operations | Customers On-boarding | Policy
Implementation | Effective Query Resolution | Handling Inbound & Outbound Calls | Outbound Sales | Documentation
& Report Writing | Team Leadership & Mentoring | Problem Solving | Time Management.
PRODUCTIVITY & COLLABORATIVE TOOLS.
Microsoft Teams | Google Docs | Social Media Management | Google Meet | Google Workspace | Excel | MS
PowerPoint | Zoom Meetings.
PROFESSIONAL WORKING EXPERIENCES
Relationship Manager (Corporate Banking; Telecoms and Technology) at First City Monument Bank Ltd
(FCMB) Lagos from 2023 - Date.
Portfolio Management: Successfully managed a corporate customer portfolio, building and sustaining
relationships with over 50 clients, achieving a 95% client retention rate through tailored financial solutions and
proactive support.
Financial Growth & Cross-Selling: Boosted portfolio profitability by 20% through continuous monitoring and
analysis of clients' financial positions, identifying and executing cross-selling opportunities that aligned with
customer needs.
Compliance & Risk Assessment: Maintained full regulatory compliance across all client dealings, conducting
over 30 credit risk assessments annually, ensuring creditworthiness and minimizing portfolio risk.
Business Development: Expanded market presence by identifying and developing new business opportunities,
contributing to a 15% growth in the client base and securing high-value accounts that increased overall portfolio
value.
Credit & Performance Analysis: Prepared and presented 15+ credit proposals annually for committee approval,
while providing regular performance reports and balance sheet analyses that enhanced decision-making for senior
management.
Enhanced Customer Experience: Improved customer satisfaction scores by 25% through personalized financial
advice and continuous engagement, addressing client inquiries promptly and optimizing the overall client
experience.
Resolution Feedback Manager/Desk-Lead Support at First City Monument Bank Ltd (FCMB) Lagos from 2020
- 2023.
Performance Improvement for Agents: Spearheaded over 5 targeted Performance Improvement Plan (PIP)
sessions for agents struggling with productivity and quality metrics. By focusing on individual coaching and
specific performance targets, successfully improved agent productivity by 30%, contributing to an overall increase
in team performance and efficiency.
Enhancing Customer Satisfaction: Proactively followed up on customer complaints across multiple channels,
transforming 85% of detractors into promoters through timely and effective issue resolution. Maintained a 95%
complaint resolution rate within the established turnaround time, significantly boosting customer satisfaction
scores.
Fraud Prevention & Compliance: Diligently identified and logged over 200 fraudulent or unrecognized
transactions on the Issues Management System (IMS), collaborating closely with the Group Internal Audit for
investigation and resolution. This effort resulted in a 20% reduction in pending fraud cases, strengthening the
bank's compliance and fraud prevention efforts.
Efficient Transaction Dispute Management: Streamlined the dispute resolution process by escalating and
resolving over 500 failed ATM/POS/WEB transactions through various applications, including Extraswitch and
Interswitch Passport. By coordinating closely with acquiring banks and internal teams, reduced unresolved
transaction disputes by 10%, ensuring faster resolutions and improved customer confidence in digital channels.
Timely Refund & Reversal Processing: Facilitated refunds and reversals for 95% of failed transactions on
Master Naira/Dollar and Visa cards by coordinating with the Settlement and Reconciliation teams. This initiative
helped ensure accurate, timely customer refunds, enhancing trust in the bank’s handling of digital transactions and
financial accuracy.
Cross-functional Task Coordination & Goal Achievement: Maintained 100% task completion by the close of
business daily by closely working with internal departments like Settlement, Reconciliation, and Card Operations,
as well as liaising with external banks. This level of coordination led to a 98% compliance rate on task turnaround
times, directly contributing to the department’s goal achievement and operational efficiency.
Desk-lead Support/Contact Center at First City Monument Bank Ltd (FCMB) Lagos from 2026 - 2020.
New Hire Training & Development: Provided on-the-job training and frequent coaching to over 20 new hires,
enhancing their performance metrics by 25% and accelerating their onboarding process through targeted
mentorship based on QA feedback.
Customer Escalation & Resolution: Effectively managed and resolved over 150 escalated cases from high-networth (HNI) and premium customers, achieving a 90% customer satisfaction rate by providing timely, solutionsoriented support for inquiries, requests, and complaints.
Cross-functional Support & Guidance: Offered consistent support to team members by answering questions,
approving requests on alternate channels, and providing real-time guidance, resulting in a 30% improvement in
team efficiency and adherence to quality standards.
Compliance & Professional Standards: Ensured 100% compliance with regulatory procedures and internal
policies across all customer interactions, promoting high standards of ethical and professional conduct that
contributed to a 98% adherence rate on FCMB’s quality assurance audits.
Efficiency in Customer Handling: Proactively anticipated potential escalations, taking over complex calls when
necessary and meeting quality assurance benchmarks. This approach helped maintain an average call resolution
time well within targets, improving customer experience ratings by 20%.
OTHER WORKING EXPERIENCE HIGHLIGHTS:
Contact Centre Consultant at First City Monument Bank Ltd (FCMB) Lagos, from 2013 – 2016
Executive Assistant at Nigeria Aviation Management Agency (NAMA) Lagos, from-
EDUCATIONAL QUALIFICATIONS, TRAINING, & MEMBERSHIP AFFILIATIONS.
Bachelor's Degree in Entrepreneurial and Business Management from National Open University of Nigeria
National Diploma in Public Administration from Institute of Management and Technology Enugu
Customer Experience Management from MTF Institute of Management, Technology and Finance.
Product Management (Entry Level) from Impressive for Good.
Google Project Mnaagement Certification from Cousera.
Scrum Foundation Professional Certificate SFPC from Cerfiprof.
