JENNIFER CHIAMAKA IGWE
PROFESSIONAL SUMMARY
Self-motivated and dependable customer support officer with over 5 years of experience providing professional support to clients, improving
customer service, and maintaining both hardware and software data for customers and the organization. Outstanding communicator offering
extraordinary customer retention practices and strong juggler that derives pleasure in multitasking and excellent results. Increased client
satisfaction by 22% within one year. Motivated to learn, grow and excel in a fast-paced organization offering career growth and value addition.
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Customer Service (Email, Phone, and Live chat)
Excellent Communication Skills
Cold Calling & Appointment Scheduling
Google Slide, Sheet, Word, Meet, One Drive, etc
Account Management
AREA OF EXPERTISE
CRM Tools (Zendesk, Hubspot, Oracle,
Freshdesk, Salesforce, Gohighlevel, etc)
● Microsoft Excel, Word, Teams, Drive
● Slack, Zoom, Calendly, Skype
● Attention to Detail
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Trello, Asana, ClickUp, etc
Sales Closing
Team Management
Telemarketing
Bookkeeping
WORK EXPERIENCE
Customer Service Representative
Jun. 2019 - Dec. 2022
Access Bank Plc
● Responded to over 200 inbound and outbound correspondence from both existing and prospective customers, resulting in 80% conflict
resolution and 50% escalated tickets to the technical department
● Resolved over 90% of customers' complaints within the organizational service level agreement resulting in a 4.7-star rating and feedback.
● Created a customer satisfaction survey using Google form, which in turn increased customer retention by 65% and onboarding of new
customers by 41%
● Improved organizational revenue and customer onboarding by 60% by processing over 2000 new accounts and collecting new debit cards.
Customer Service Representative
May. 2016 - Jun. 2019
Diamond Bank Plc
● Answered questions about account types and banking products, such as new account openings, money market accounts, loans, and
transaction disputes.
● Analysed the status of over 500 customers' accounts, tracked cheques and payments, and reviewed and explained account charges.
● Improved customer retention by 79% by assisting banking customers who are victims of fraud, theft, or identity theft, replaced lost or stolen
credit or debit cards according to the organizational standard.
● Collaborated with the sales department to optimize sales efforts by creating awareness about new products and services.
Administrative/ Customer Support Manager
Jun. 2015 - Apr. 2016
TallDrum Limited
● Developed and updated working procedures for internal customers thus affecting Sales and KPI (Key Performance Indicators) resulting in 70%
workflow.
● Responded to office appliance requests, troubleshot computers, and printers Installation issues, and modified hardware, and software through
direction engagement technicians.
● Enhanced help desk ticket system, reducing solution time by 35%.
● Initiated required action for response to customer service requests for orders purchase-including customer information, and communicate
changes to the appropriate departments which led to a 65% increase in new orders and delivery rate.
Customer Service Representative (Internship)
Jan. 2013 - Dec. 2013
Guaranty Trust Bank
● Responded to over 450 cold and warm calls to potential customers to create awareness about the available products resulting in 30% customer
retention and 30% onboarding of new customers.
● Called at least 30 call centers for other banks to enquire and resolve failed interbank transaction issues and the distribution channel through
Skype and Dialpad resulting in the reduction of operational and logistics costs by 60%.
● Tracked all marketing activities in the CRM system and followed up on leads which raised documentation by 60%.
● Sourced new products that could expand the product base of the company resulting in an increase in profit margin by 65%
EDUCATION
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Bachelor of Science (BSc.) in Economics
National Open University Of Nigeria (NOUN)
2016 - 2020
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Ordinary National Diploma (OND) in Banking and Finance
Abia State Polytechnic, Abia State, Nigeria
2010 - 2012
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Certified Anti-Money Laundering Specialist (CAMLS)
Data Science Certified by Udemy
PROFESSIONAL TRAINING
