Ifeoma Maureen Jackson

IFEOMA MAUREEN JACKSON Phone: -, - || Email:-Address: No. 1, Oluodususi Street, Ikotun, Lagos State, Nigeria PROFESSIONAL SUMMARY Highly motivated and detail-oriented Customer Support Specialist with solid experience in the Nigerian commercial banking sector, currently serving at Globus Bank Nigeria. Specialized in handling digital and phone-based customer engagement, resolving complex account issues, processing banking transactions, and supporting users across retail and SME banking segments. Skilled in leveraging communication tools and banking CRMs to enhance service delivery and promote customer satisfaction and loyalty. Possesses a Bachelor’s degree in Mass Communication coupled with strong technical abilities in interpersonal and conflict resolution skills that drive effective client interaction across banking platforms. Great at working in fast-paced environments while maintaining regulatory compliance, data confidentiality, and high service standards. Committed to supporting the bank’s vision of delivering innovative, customer-centric financial solutions. SKILLS ➢ Commercial & Retail Banking Support ➢ Email, Live Chat & Telephone Support ➢ Complaint Resolution & Escalation Management ➢ Customer Feedback Analysis ➢ Customer Onboarding & KYC Support ➢ Call Documentation & Reporting ➢ Transaction Dispute Resolution ➢ Cross-Functional Coordination (IT, Operations, Risk) ➢ Core Banking Platforms (e.g. CRM tools) ➢ Digital Banking Channels (USSD, Mobile App, etc) ➢ Regulatory Compliance (CBN, DIC, NIBSS Standards) ➢ Software Applications: 3CX, FIMI, REALTIMES, V- ➢ Product Knowledge (Savings, Current, Loans, etc.) TIGER, Microsoft Office (Word, Excel, Outlook), etc. PROFESSIONAL EXPERIENCE GLOBUS BANK, LAGOS, NIGERIA Team Lead, Contact Center ➢ May 2023 – Present Supervise and coordinate the daily operations of the contact centre team, ensuring adherence to quality standards and timely resolution of customer issues. ➢ Lead a team of customer support specialists handling inbound/outbound calls, emails, live chat, and social media inquiries from retail and corporate clients. ➢ Monitor team performance through KPIs (First Call Resolution, Average Handle Time, Customer Satisfaction Score) and implement performance improvement plans. ➢ Collaborate with IT and digital banking teams to report service downtimes, track resolution timelines, and communicate updates to customers. ➢ Handle customer complaints, ensuring swift resolution while maintaining customer trust and satisfaction. ➢ Conduct regular coaching sessions and training workshops to enhance team members' communication, product knowledge, and service skills. ➢ Prepare and present periodic reports on team performance, customer feedback, and operational challenges to senior management. GLOBUS BANK, LAGOS, NIGERIA Customer Support Specialist ➢ March 2021 – April 2023 Served as the primary digital contact point for customers across the country, providing responsive and professional support via inbound phone calls, emails, and live chat. ➢ Addressed customer complaints and enquiries on a wide range of banking products including savings and current accounts, debit cards, transfers, mobile app usage, and internet banking issues. ➢ Provided Tier 1 and Tier 2 support for failed transactions, ATM dispense errors, mobile/USSD malfunctions, unauthorized debits, and card/blocking requests. ➢ Escalated unresolved technical issues to internal departments (e.g., IT, Card Services, Operations) and monitor progress to ensure timely resolution within SLA. ➢ Guided customers through onboarding procedures, KYC compliance, and self-service options, ensuring seamless account set-up and platform usage. ➢ Consistently achieved an average customer satisfaction score of 85% on post-interaction surveys. ➢ Educated customers on the safe usage of banking platforms and fraud awareness, helping reduce cases of cyber fraud and phishing. ➢ Monitored call queue and ticket systems, ensuring timely closure of cases while maintaining accurate documentation of all interactions. ➢ Prepared weekly service feedback reports, analyze customer trends, and recommend service improvement strategies to management. THE GUARDIAN NEWS PAPER, [SUNDAY/METRO DESK], ISOLO LAGOS STATE NIGERIA Intern Reporter/ Journalist May 2016 - Aug 2017 ➢ Assessing leads and pitching captivating story ideas to editors. ➢ Ensuring that I meet all regular and recurring deadlines. ➢ Using all my findings to prepare clean, concise, and factual articles. ➢ Adhering to the ethical code of the profession. ➢ Creating trustworthy relationships with contacts and sources for use in future research. ➢ Keeping up-to-date on the latest news developments by attending events, studying different papers, opinion pieces, and social media. ➢ Collecting, verifying, and deciphering data. TOP-LISTERS MEDIA, AREGBE, OSUN STATE NIGERIA Media Intern Sept 2015 – April 2016 ➢ Created short news updates, entertainment posts, and educational skits with for clients and followers. ➢ Designed content Canva and managed online engagement. ➢ Studied trending media topics and adapted content for reach. ➢ Wrote and edited news articles, features, and opinion pieces for publications. ➢ Assisted in Covering live events, interviewed students and guests, and produced weekly bulletins. ➢ Assisted in organizing press conferences and media coverage for clients events. FAMA FOOD INDUSTRY, LAGOS STATE NIGERIA July 2011 – June 2012 Cashier ➢ Processed cash, card, and mobile payments quickly and accurately for food and grocery items. ➢ Handled daily cash reconciliation, balancing tills with no recorded discrepancies. ➢ Provided product information, promoted new items, and ensured customers had a pleasant checkout experience. ➢ Issued receipts, handled returns and refunds in line with store policy. ➢ Collaborated with stockroom staff to ensure product availability and proper shelf display. ➢ Maintained a clean checkout station and followed hygiene protocols EDUCATION • National Youth Service Corps (NYSC) - 2020 • Bachelors of Science Degree (Hons) - Mass Communication - 2024 - 2019 - 2015 - 2012 - November 2024 - August 2022 - May 2020 Southwestern University, Ogun State Nigeria • Higher National Diploma (HND) - Mass Communication Delta State Polytechnic, Ogwashi-Uku, Delta State Nigeria • Ordinary National Diploma (OND) – Mass Communication Delta State Polytechnic, Ogwashi-Uku, Delta State Nigeria • West Africa Examination Council (WAEC) - SSCE JEED Trinity College, Ilasamaja, Lagos State Nigeria PROFESSIONAL COURSES AND CERTIFICATIONS ➢ Customer Success Fundamentals CustomerSuccessU.org ➢ Diploma in Human Resources (HR) Allison ➢ Diploma in Information Technology Guaranty Computer Technology, Osun State-Nigeria REFEREES Available on Request