Jovita Chinwe Akujobi

JOVITA CHINWE AKUJOBI CUSTOMER SUPPORT/ADMIN SPECIALIST Address: Lagos, Nigeria 101245 LinkedIn: www.linkedin.com/in/jovita-chinwe-akujobi-4b63122b9 Phone: - Portfolio: https://drive.google.com/file/d/10He14wcDe03j6rhgUdbUxTNZk2H6BUz/view?usp=sharing E-mail:- Summary: I have a stellar reputation for exceeding customers' expectations as a Compliance Officer and Customer Service Representative. While managing more than 1,000 client interactions remotely, I consistently received ratings of 95% or higher for customer satisfaction. I am renowned for my ability to handle challenging technical problems and for providing accurate KYC documentation during customer onboarding, which reduces downtime for customers by 30%. Expert in Zendesk, Trello, Intercom, and HubSpot, I exhibit outstanding communication abilities and a dedication to providing outstanding service. Skills: ⮚ Customer Satisfaction: Despite answering more than 50 questions a day, I was able to maintain a 95%+ satisfaction rating. ⮚ Technical Troubleshooting: I fixed over 100 technical problems, which resulted in a 30% reduction in customer downtime. ⮚ Tool Proficiency: I am an authority on HubSpot, LogMeIn, Salesforce, Freshworks, Zendesk, and Microsoft Teams, having precisely managed over 1,000 interactions. ⮚ Effective Multitasking: I responded to more than 50 questions a day on average in less than an hour. ⮚ Effective Communication: I established rapport with customers, which led to testimonials and feedback that was over 90% positive. ⮚ Cooperation: I made use of Slack, which helped to enhance communication and reduce escalated issues by 25%. Work History: MTN NIGERIA – TELSWIFT LIMITED – CONTRACT Position: Customer Care Representative, November 2021 ⮚ I maintained a 95%+ satisfaction rating, addressing 50+ daily inquiries via email, chat, and phone. ⮚ I resolved technical issues for 100+ customers, reducing downtime by 30%. ⮚ I collaborated remotely, leading to a 25% decrease in escalated issues. ⮚ Empathetic and patient approach, leading to 90%+ positive customer feedback and testimonials. ⮚ I meticulously documented over 1,000 customer interactions, ensuring accuracy. UNITY BANK PLC Position: AML/CFT/CPF, KYC & Transaction monitoring Reporting Analyst, February 2018 - November 2021 ➢ Confirm proper KYC paperwork documentation. ➢ Ensure the Bank receives information and other matters that could lead to suspicious money laundering. ➢ Supervise the PEP and Sanctions Watch List Screening Program. ➢ Verify onboarding customer has completed KYC ➢ Makes certain that clients are vetted and appropriately categorized. ➢ Making sure that the regulators' compliance operations are successful. Investigating fraud situations in real time as they are reported or seen, and creating case reports in conjunction with the legal department. ➢ Ensure that all required reporting to regulators about sanctions (STR, SAR, and CTR) is filed on time and in compliance with regulations. ➢ Provide recommendations for improvement of policies and procedures. ➢ Ensure prompt rendition of relevant reports of the Bank. ➢ UNITY BANK PLC Position: Bank Teller/ Customer Service Officer, January 2017 - February 2018 ➢ Process standard teller transactions for customers including servicing client accounts, accepting loan payments, managing safe deposit box payments, cashing checks, balancing cash drawers, handling deposits, and correcting discrepancies. ➢ Complies with bank operations and security procedures by participating in all dual-control functions; maintaining customer traffic surveys; and auditing other tellers' currency. ➢ Maintains customer confidence and protects bank operations by keeping information confidential. ➢ Improve customer banking experience with the bank by ensuring that customers are attended to promptly and all their challenges are resolved without delay. ➢ Provide information to customers on their account status and balances. ➢ Have sufficient knowledge about the bank's products and services and respond to all inquiries accordingly. Education: Post Graduate Diploma (P.G.D), In Information Technology, National Open University of Nigeria Higher National Diploma (H.N.D), In Quantity Surveying, Federal Polytechnic Nekede National Diploma (N.D), In Quantity Surveying, Federal Polytechnic Nassarawa ⮚ Member of Compliance Institute of Nigeria Studies (CIN) Certification: Customer Service: Problem Solving and Troubleshooting - LinkedIn Hardware and Operating System Essential - IBM Azure Fundamentals - Microsoft Introduction to Cyber Security – Simplilearn Communication skills - Coursera