Joy John

JOY CHIDINMA JOHN Retention-Focused Customer Support Specialist| Abuja, Nigeria (Open Remote Opportunity) PROFESSIONAL SUMMARY Customer retention specialist with 7+ years of proven experience in customer support, retention strategies, and multi-channel communication. Achieved 95% customer satisfaction rate through effective problem-solving, relationship building, and churn reduction techniques. Skilled in phone, email, and chat support with strong background in fintech and customer relationship management. KEY QUALIFICATIONS ●​ Customer Retention Excellence: Proven track record in reducing churn and retaining high-value customers ●​ Multi-Channel Communication: Expert in phone, email, and chat support across diverse customer bases ●​ Problem-Solving & Persuasion: Strong analytical skills with ability to turn cancellations into opportunities ●​ CRM Proficiency: Experience with customer relationship management tools and data analysis ●​ Fintech Background: 3+ years experience in financial services sector ●​ Language Skills: Fluent English with excellent written and verbal communication PROFESSIONAL EXPERIENCE Sales & Marketing Manager | Linjenis Travels and Tech 2025 - Present ●​ Managed customer retention initiatives achieving 95% satisfaction rate ●​ Coordinated multi-channel communications (phone, email, chat) for 200+ active clients ●​ Implemented customer engagement strategies reducing churn by 30% ●​ Streamlined customer onboarding and support processes ●​ Maintained detailed customer records and prepared performance reports Customer Service Representative | First Generation Mortgage Bank- ●​ ●​ ●​ ●​ ●​ Handled high-volume customer inquiries via phone, email, and in-person channels Resolved complex financial service issues with 90%+ first-call resolution rate Built long-term customer relationships through proactive support and follow-up Collaborated with cross-functional teams to improve service delivery Maintained compliance with banking regulations and customer privacy standards Business Development Support | United Bank for Africa (UBA- ●​ ●​ ●​ ●​ ●​ Supported customer acquisition and retention programs in fintech environment Managed customer databases and CRM systems for relationship tracking Provided technical support for digital banking products and services Assisted in developing customer retention strategies for high-value accounts Conducted customer satisfaction surveys and implemented feedback improvements EDUCATION B.Sc. Project Management — Institut Supérieur de Management et de Technologie, Benin -) Higher National Diploma & National Diploma, Library & Information Science — Federal Polytechnic Nekede, Owerri -) Professional Certifications: ●​ Customer Support Professional Certification — Digital Witch Support Community (2025) ●​ Virtual Assistant Training Certification — Skill2scale (2025). CORE COMPETENCIES Customer Retention Skills ●​ Churn reduction strategies ●​ Customer lifecycle management ●​ Relationship building ●​ Upselling and cross-selling Communication Excellence ●​ ●​ ●​ ●​ Phone support expertise Email communication Live chat support Conflict resolution Technical Skills ●​ ●​ ●​ ●​ CRM systems management Data analysis and reporting Multi-tasking in fast-paced environments Customer database management Soft Skills ●​ ●​ ●​ ●​ Calm and positive demeanor under pressure Strong persuasion and negotiation abilities Empathy and emotional intelligence Adaptability and quick learning ACHIEVEMENTS ●​ ●​ ●​ ●​ ●​ Achieved 95% customer satisfaction rating through effective retention strategies Successfully managed 40+ hours weekly workload with potential for increased capacity Reduced customer complaints by 25% through proactive communication Maintained detailed customer records with 99% accuracy Consistently exceeded monthly retention targets