JC
JESSICA
CHUKWUEMEKA
Lagos Nigeria
PROFESSIONAL
SUMMARY
CERTIFICATIONS &
ADDITIONAL TRAINING
WORK HISTORY
Results-driven Customer Support Manager with 3+ years of experience in
customer service operations, CRM management, and process optimization.
Proven track record of improving customer satisfaction by 15% through datadriven insights, workflow enhancements, and team training on tools like
Zendesk, Intercom, and Zoho CRM. Strong communicator with expertise in
conflict resolution, active listening, and remote collaboration using Google
Workspace, Microsoft Teams, and Asana. Equipped with high-speed internet,
quiet dedicated workspace, and proven self-motivation for independent
remote work. Seeking remote customer support roles to deliver exceptional
service and drive retention.
Chartered Institute of Bankers of Nigeria (CIBN), 2024
IELTS
Cloud Collaboration & Document Management (Google Workspace,
Microsoft Office, Dropbox)
Project Management Tools (Asana, Trello)
Computer Application with AutoCAD & Related Tools -)
CUSTOMER SUPPORT OPERATIONS MANAGER
08/2023 - current
Access Bank PLC | Lagos, Nigeria
Managed team schedules, coordinated virtual meetings, and
maintained accurate documentation using Asana and Trello to
streamline remote and in-office operations.
Developed, documented, and refined customer support workflows,
resulting in improved efficiency and full compliance with banking
regulations.
Analyzed customer service metrics, feedback, and trends using
Excel/Google Sheets to identify improvement opportunities and
implement data-driven process changes.
Trained and oversaw staff on CRM systems (Zoho CRM) and support
tools (Zendesk, Intercom), enhancing service delivery and first-contact
resolution rates.
Facilitated seamless cross-departmental communication to resolve
complex customer issues quickly and effectively.
Monitored service quality, launched satisfaction initiatives, and
generated reports for stakeholders, boosting client retention.
Achievement: Increased customer satisfaction ratings by 15% within six
months through new feedback analysis system and optimized response
times.
OFFICE CLERK (CUSTOMER-FACING &
05/2019 - 09/2019
ADMINISTRATIVE SUPPORT)
Alpha Oil Exploration, Production Company Limited | Nigeria
Managed daily documentation, client correspondence, and expense
tracking using MS Excel, ensuring accuracy for audits and
accountability.
Served as company ambassador at workshops and training sessions,
providing professional support and information to attendees.
Handled incoming/outgoing mail, filing, copying, and visitor ushering
with strong attention to detail and customer-oriented approach.
Achievement: Improved office efficiency by 40% through effective client
correspondence management and meticulous record tracking.
SKILLS
Clear & Effective Communication
Empathy & Active Listening
Problem-solving & Critical
Thinking
CRM & Support Tool Proficiency
(Zendesk, Intercom, Zoho CRM)
EDUCATION
Bachelor's Degree | Civil Engineering
Covenant University, Nigeria
ADDITIONAL
EXPERIENCE
HOBBIES AND
INTERESTS
Data Analysis & Metrics
Optimization (Excel, Google
Sheets)
Time Management &
Multitasking
Adaptability & Remote
Collaboration
Customer Service & Support
08/2014 - 11/2020
National Youth Service Corps – Federal Ministry of Works and Housing
-)
Engineering Intern – Hermida Integrated Company Limited (2018)
Cooking
Graphic Designing
Video editing
