Judith Zakari

JUDITH OJOMA ZAKARI Customer Support Specialist || Customer Success Specialist/|||Business Development Manager Nigeria PROFESSIONAL SUMMARY Versatile Customer Support and Business Development professional with a strong background in FinTech operations, customer success, and sales growth. Skilled in driving customer retention, merchant acquisition, and process optimization. Proven record of achieving sales targets, resolving complex service issues, and collaborating across technical and product teams to deliver measurable business outcomes. Adept in CRM systems, data analysis, and cross-functional coordination to enhance customer satisfaction and operational efficiency. Eager to contribute organizational and support expertise to help entrepreneurs and companies achieve their business goals. CORE COMPETENCIES Customer Support & Client Services      Multi-channel communication (phone, email, chat) Customer inquiry resolution and follow-up Complaint handling and escalation management Service Level Agreement (SLA) tracking Empathy and relationship management Communication & Interpersonal Skills      Sales & Business Development      Lead generation and conversion strategy Merchant and agent acquisition Sales pipeline tracking and reporting B2B and B2C client engagement Market research and competitive analysis Strong written and verbal communication Professional client interaction Conflict resolution and negotiation Team collaboration and stakeholder engagement Attention to detail and follow-through Organizational & Professional Skills      Documentation and record management Project coordination and training support Performance monitoring and reporting Time management and multitasking Adaptability in agile environments      Communication Tools Gmail, Slack, Teams Collaboration Tools: Drive, Dropbox Scheduling: Calendly, Google Calendar, Pick Time SLA Time Tracking: Clockify, Time Doctor Data Entry & Analytics: Google Sheets, Excel TOOLS AND PLATFORMS      CRM & Helpdesk Systems: HubSpot, Freshdesk Email Marketing & Outreach: Lemlist, Apollo Project & Task Management: Trello, Monday.com Document Control: Docs, Sheets, Word, Excel Automation & Integration: Zapier, Make WORK HISTORY Customer Support Manager | Hybrid, RENMONEY, NIGERIA. Apr 2024 – Present.      Supervise and support customer service agents, ensuring efficient management across phone, chat, and email channels. Handle over 100 client interactions daily, achieving more than 95% customer satisfaction. Updated and maintained customer records in CRM systems with 100% accuracy and zero compliance errors. Lead client communication during product updates and downtimes, reducing escalations by 30%. Streamlined support operations, improving average response and resolution times by 25%. Regional Sales Director | Hybrid, FAIRMONEY MICROFINANCE BANK, NIGERIA. Aug 2021 – Mar 2024.       Led merchant acquisition, training, and business development across three states, expanding client base by 40%. Onboarded over 200 merchants, achieving 98% activation rate within target timelines. Drove a 25% increase in monthly transaction value through continuous merchant engagement. Trained and supervised a sales team of 15, ensuring consistent target achievement. Resolved merchant issues including reconciliation and network challenges, improving loyalty scores by 20%. Conducted market research and customer analysis to optimize acquisition strategies and improve sales conversion. Business Development Manager | On-Site, NEWEDGE FINANCE LIMITED, NIGERIA. Sept 2019 – Jul 2021.      Designed and implemented training programs across four regional offices, improving sales productivity by 20%. Coached over 300 staff and retail partners, reducing onboarding time by 35%. Conducted performance evaluations and adapted learning strategies to address skill gaps. Organized quarterly workshops focused on customer experience, communication, and product knowledge. Collaborated with HR and management to develop regional performance improvement plans. EDUCATION Agricultural Extension and Economics | Bachelor of Science [B.Sc.] KOGI STATE UNIVERSITY, NIGERIA. Oct 2013 – Oct 2017.  Developed analytical and organizational skills applicable to client management, customer support, and business growth. TRAINING AND CERTIFICATIONS In-Demand Digital skills DIGITAL WITCH SUPPORT COMMUNITY 2025  Acquired practical knowledge of CRM platforms, productivity tools, and digital communication systems, including Google Workspace, Microsoft Office Suite, and virtual collaboration tools. Customer Relationship Management (CRM) COUSERA 2019  Gained in-depth knowledge of CRM platforms, customer retention strategies, and data management. Human Resource Management (HRM) COUSERA 2019  Developed communication, leadership, and people management skills applicable to team coordination and customer relations. KEY ACHIEVEMENTS     Increased customer satisfaction by 30% through proactive service optimization. Grew merchant network by 35% within one fiscal year through targeted acquisition campaigns. Reduced employee performance gaps by 25% through structured training and mentorship. Enhanced cross-functional collaboration, improving customer retention and revenue growth metrics. LANGUAGE  English (Fluent)