Okonkow Ifeoma Mary

Customer Support and Customer Success Specialist with 6+ years of experience in retail banking, focused on delivering exceptional customer experiences and driving long-term retention. I have a proven track record of resolving complex customer issues, improving service processes, and building trust-based relationships that enhance customer satisfaction and loyalty.

In my previous role, I managed 60+ daily customer interactions across phone, email, and digital channels, consistently maintaining a 96% customer satisfaction rate. I reduced customer complaints by 96% within six months by improving escalation workflows and increased customer retention by 50% through proactive follow-ups and personalized support strategies. I also contributed to a 40% increase in digital banking adoption by guiding customers through onboarding and product usage.

I am experienced in customer lifecycle management, escalation handling, and identifying early risk signals to prevent churn. I enjoy working in fast-paced, remote environments and collaborating with cross-functional teams to deliver seamless customer experiences.

My technical toolkit includes Zendesk, HubSpot, ProcessMaker, and Customer 360, along with strong communication and collaboration skills using tools like Slack, Microsoft Teams, and Zoom.

After a recent career break dedicated to full-time parenting, I actively upskilled in CRM systems, remote support tools, and digital workflows to remain industry-ready. I am now fully prepared to bring my experience, adaptability, and customer-first mindset to a dynamic team.

I am particularly interested in remote Customer Support or Customer Success opportunities where I can contribute to customer growth, retention, and overall business success.