Chidinma Joy John

CHIDINMA JOY JOHN Customer Service & Operations Professional 📍 Abuja, Nigeria 📞 - | - 📧- Professional Summary Highly motivated and results-driven Customer Service Specialist with 7+ years of experience across the banking, mortgage, and public service sectors. Skilled in delivering personalized service, managing high-volume communications, and enhancing customer experience using modern tools like Freshdesk, Intercom, Slack, and HubSpot. Adept at cross-functional collaboration, onboarding, documentation, and CRM management. Passionate about solving problems, building relationships, and creating seamless user experiences in fast-paced environments. Core Competencies Customer Relationship Management (CRM) Inbound/Outbound Communication Complaint Resolution & Escalation Handling Staff Onboarding & Knowledge Sharing Documentation & Reporting Cross-functional Team Collaboration Sales Support & Lead Engagement Administrative Support & Process Optimization Technical Tools CRM Platforms: Freshdesk, HubSpot, Intercom Communication & Collaboration: Slack, Trello, Google Workspace Office Tools: Microsoft Word, Excel, Outlook Productivity & Knowledge Tools: Notion, Canva (basic), Online Scheduling Tools Professional Experience Customer Service Representative First Generation Mortgage Bank, Abuja |- Supported customer retention by proactively resolving issues, following up on feedback, and providing personalized service. Strengthened customer loyalty through consistent communication, complaint resolution, and relationship-building. Maintained and updated customer service databases for follow-ups. Onboarded new staff and shared process documentation to streamline service. Handled administrative duties including data entry, filing, and reporting. Conducted live onboarding sessions, shared step-by-step guides, and used interactive tours to boost product adoption. Ensured user engagement through follow-up emails, milestone celebrations, and personalized support. Customer Service & Bank Teller United Bank for Africa, Abuja |- Delivered exceptional service, processing customer transactions with accuracy. Managed cash handling and reconciliations. Resolved customer complaints, enhancing trust and loyalty. Promoted banking products and maintained detailed records. Library Assistant Manpower Development Institute, Jigawa State |- Assisted users with cataloging, referencing, and automated library systems. Maintained inventory of books and organized materials efficiently. Education B.Sc. in Project Management Institut Supérieur de Management et de Technologie, Benin Republic |- HND in Library & Information Science Federal Polytechnic Nekede, Owerri, Nigeria |- ND in Library Science Federal Polytechnic Nekede, Owerri, Nigeria |- Soft Skills Strong Communication & Interpersonal Skills High Emotional Intelligence & Empathy Conflict Resolution & Problem Solving Attention to Detail & Accountability Team Leadership & Proactivity Languages English – Fluent Yoruba – Basic Igbo – Native