Norena Abel

Norena Abel Remote Customer Support Specialist | CRM Tools | Dispute Resolution | Tech Support Enthusiast Professional Summary Dedicated Customer Service Professional with over 4 years of experience in the banking and retail sectors. Proven success in resolving customer disputes, chargebacks, and inquiries across multiple channels (phone, email, chat). Strong skills in CRM tools (IDM, CRP, GRP), Microsoft Office, and issue resolution under tight SLAs. Now seeking a remote opportunity in tech or customer support roles where I can apply my strengths in communication, multitasking, and problem-solving. Technical Skills - CRM Tools: IDM, CRP, GRP - Microsoft Office Suite (Excel, Word, Outlook) - Customer Relationship Management - Remote Communication (Email, Chat, Voice Support) - Conflict Resolution & Dispute Handling - Multitasking & Time Management - Tech-Savvy with Basic Troubleshooting Skills Professional Experience Customer Service Officer United Bank for Africa PLC | Taraba, Nigeria | Sep 2021 - Present - Resolved over 1,000 customer chargeback cases using IDM, CRP & GRP platforms, achieving 95% SLA compliance. - Collaborated with banks, merchants, and switches to expedite dispute resolution. - Delivered multichannel support (calls, email, chat), ensuring customer satisfaction and retention. Manager Trafud Global | Taraba, Nigeria | Aug 2020 - Sep 2021 - Oversaw daily business operations and supported administrative tasks. Teacher (NYSC) GDSS Army, Serti | Taraba, Nigeria | Jun 2019 - May 2020 - Facilitated student learning in social sciences and developed lesson plans. Field Marketing Officer BUYU Foundation | Gombe, Nigeria | 2015 - Designed and executed marketing campaigns to boost community awareness. Education Higher National Diploma (HND), Public Administration Federal Polytechnic, Bauchi | 2016 - 2018 National Diploma (ND), Public Administration Federal Polytechnic, Bauchi | 2012 - 2015 Certifications & Trainings - Transforming Nigerian Youth Program, 2024 - ICS Sourcing Academy, 2024 - She Can with ICT Skill Up, 2024 - Nigerian Institute of Management Chartered (NIMc), 2020 -Hubspot Academy 2025 Languages English (Fluent), Tangale (Native), Hausa (Conversational)