Chidimma Maryjane Okonkwo

CHIDIMMA MARYJANE OKONKWO Abuja, Federal Capital Territory, Nigeria --LinkedIn Profile: linkedin.com/in/chidimma-maryjane-okonkwo-acicrm Professional Summary Dynamic Customer Relationship Manager and Data Analyst with extensive experience in banking, tech support, and lead generation. Proficient in customer service, data management, business intelligence, and market research. Adept at leveraging technology to optimize operations and enhance customer satisfaction. A proactive team player with strong communication, problem-solving, and analytical skills, committed to delivering data-driven insights and exceptional service to drive business growth. Education Bachelor of Arts in Education/English | University of Nigeria, Nsukka (UNN) | 2014. Work Experience CParity Event – Remote. Event Marketing Data Analyst/Lead Generation Specialist | November 2022 – Present. • • • • • • • Conduct in-depth internet research using outreach tools like LinkedIn Sales Navigator to identify market leads and gain industry insights for targeted audience engagement Gather and analyze qualitative data, aligning product insights with executive business profiles. Engage and communicate with top-level decision-makers from leading global companies. Manage and maintain records through comprehensive online research. Support the marketing team with data-driven analytics and customer insights reports. Execute business analytics processes, including data quality management, cleaning, filtering, analysis, visualization, and presentation of findings. Collaborate with cross-functional teams, including Data Insights, Operations, Production, Finance, and Design, to drive data-informed decision-making. First Bank of Nigeria Limited – Abuja Head Office, FCT, Nigeria. Customer Success Officer – Card Issuance & Account Maintenance | July 2022 – October 2022. • • • • • • • • Provided timely and effective resolution to customer inquiries regarding bank products and services, ensuring a seamless banking experience. Processed and issued credit and debit cards while ensuring compliance with regulatory and security standards. Managed customer account maintenance requests, verified necessary documentation, and escalated complex issues to relevant stakeholders. Maintained accurate and organized customer records for audit and compliance purposes. Assisted customers with digital banking solutions, and troubleshooting issues related to online banking, mobile apps, and payment platforms. Educated customers on banking policies, new products, and financial services to enhance customer satisfaction and engagement. Collaborated with internal departments to improve service delivery and optimize operational efficiency. Performed additional duties as assigned by the Principal Officer, contributing to overall team success and service excellence. First Bank of Nigeria Limited – Headquarters, Marina, Lagos Island, Nigeria. Digital Banking Tech Support Officer – Digital Channel Unit, E-Business & Retail Products Department | December 2019 – June 2022. • • • • • • • Provided technical support to customers and bank staff on digital banking channels, including Mobile App, Online Platform, Token App, and Chat Banking, via phone, email, and other support platforms. Diagnosed and resolved customer issues related to digital banking access, transactions, and security, ensuring seamless service delivery. Conducted data mining and analysis from the Management Information System (MIS) to track the performance of digital banking channels. Generated daily, weekly, and monthly reports on Mobile and Online app enrollments, offering insights to enhance user experience and adoption rates. Assisted in troubleshooting and resolving system downtimes, escalating technical issues to relevant IT and product teams for prompt resolution. Provided training and guidance to customers on digital banking features, security best practices, and self-service options to enhance digital adoption. Collaborated with cross-functional teams, including IT, marketing, and customer service, to improve digital banking functionalities and optimize customer satisfaction. • Monitored trends in digital banking fraud and security risks, recommending proactive measures to strengthen the bank’s cybersecurity framework. Card Reconciliation & Settlement Data Analyst – Card Support Unit, E-Business & Retail Products Department | November 2018 – December 2019. • • • • • • Provided expert support to customers on card-related issues, including account discrepancies, credit card transactions, and payment processing. Managed and analyzed large datasets to reconcile card transactions, stock accounts, and discrepancies across nationwide branches, ensuring financial accuracy. Conducted thorough audits and verifications to ensure all branch income accounts were balanced before month-end reconciliation. Investigated and resolved card settlement issues, chargebacks, and disputes in compliance with regulatory and bank policies. Collaborated with internal teams, including finance, risk management, and IT, to enhance reconciliation processes and mitigate discrepancies. Provided reports and insights on transaction trends, fraud risks, and reconciliation performance to improve operational efficiency and financial controls. Customer Call Center Agent – First Contact Department | September 2017 November 2018. • • • • • • Managed high-volume inbound and outbound calls, providing prompt and professional assistance to customers. Resolved customer complaints and service issues efficiently using relevant banking support tools and software. Identified customer needs, clarified concerns, and provided accurate solutions to enhance customer satisfaction. Collaborated with internal teams to escalate and resolve complex customer issues promptly. Educated customers on banking products, services, and digital banking platforms to improve user experience. Maintained service quality by adhering to established performance metrics and customer service standards. Skills • • • • • • • • • Customer Relationship Management (CRM): Skilled in building and maintaining strong customer relationships, resolving inquiries, and enhancing client satisfaction to drive business growth. Data Analysis & Management: Proficient in collecting, analyzing, and interpreting data for business insights, performance tracking, and decision-making. Experience in data cleaning, filtering, and visualization. Lead Generation & Market Research: Expertise in identifying potential customers using tools like LinkedIn Sales Navigator, conducting internet-based research, and gathering market intelligence to support sales and marketing strategies. Digital Banking & Technical Support: Experience in supporting digital banking platforms (Mobile, Online, Token) by troubleshooting technical issues, assisting customers, and improving user adoption. Call Management & Customer Support: Proficient in handling inbound and outbound customer calls, resolving service complaints, and providing technical assistance in a professional and timely manner. Presentation & Communication Skills: Ability to convey complex data insights, product knowledge, and service solutions effectively to diverse audiences, including executives and stakeholders. Technical & Software Proficiency: Adept in using Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), Finacle Core Banking software, CRM tools (HubSpot, Zendesk), and collaborative platforms (Slack, Asana, Zapier). Time Management & Leadership: Proven ability to manage multiple responsibilities, meet deadlines, and lead cross-functional teams to achieve set goals. Negotiation & Problem-Solving: Strong ability to handle customer complaints, negotiate resolutions, and implement strategic solutions to enhance customer experience and operational efficiency. Professional development/Certification Chartered Postgraduate Diploma in Customer Relationship Management | Chartered Institute of Customer Relationship Management (CICRM) | 2017. Associate Member (ACICRM) | Chartered Institute of Customer Relationship Management (CICRM) | 2017. Referees Available on request.