Okonkow Ifeoma Mary

IFEOMA MARY.O. Customer Support Specialist | CRM & Remote Support Expert • PROFESSIONAL SUMMARY Customer Support & Customer Success Specialist with 6+ years of experience in retail banking, specializing in dispute resolution, customer inquiries, and customer retention. Delivered measurable impact by reducing customer complaints by 96% within 6 months through improved escalation workflows, and increasing retention by 50% through proactive follow-ups and trust-building strategies. Experienced in balancing 60+ daily customer interactions across phone, email, and digital channels while maintaining personalized resolutions that strengthen customer relationships. Proficient in CRM and support platforms including Zendesk, HubSpot, Processmaker, and Customer 360, with strong experience collaborating in remote, cross-functional teams using Slack and Microsoft Teams. CORE SKILLS Customer Support Complaint Resolution • Customer Retention • Account Management • Customer Onboarding • Escalation Management •Process Improvement Tools & Platforms: Zendesk • HubSpot • Customer 360 • Processmaker • Ticketing Systems • Collaboration & Remote Work: Zoom • Microsoft Teams • Google Meet • Email • PROFESSIONAL EXPERIENCE Career Break – Professional Development (Full-Time Parenting) 03/2021 – 02/2026 • Actively upskilled in CRM systems, remote support tools, and digital workflows to remain industry-ready. • Completed certifications in Google IT Support and Virtual Assistance • Strengthened time management, multitasking, and independent work capabilities • Stayed current with remote work best practices and virtual collaboration tools Customer Support Representative 07/2015 – 03/2021 Access Bank Plc • Managed 60+ daily customer interactions across phone and in-branch channels, maintaining a 96% customer satisfaction rate. • Resolved customer issues within 24 hours, improving trust, retention, and service efficiency. • Reduced escalations by 50% through effective issue diagnosis and proactive communication. • Increased digital banking adoption by 40% by educating customers on online and mobile platforms. • Utilized CRM systems to track, manage, and resolve customer inquiries efficiently. • Collaborated with cross-functional teams to ensure compliance with financial regulations and service standards. Sales Representative 02/2015-07/2015 Diamond Bank Plc • Onboarded 100+ new customers monthly, contributing to a 20% increase in branch growth. • Achieved 115% of sales targets through proactive customer engagement and relationship building • Reactivated dormant accounts through follow up engagement, improving account activity rates • Increased revenue by 18% through cross-selling banking products and services Customer Support Representative (Intern) 04/2009-03/2010 Adaigbo Microfinace Bank • Managed 100+ weekly customer inquiries, achieving a 95% satisfaction rate • Reduced response time by 25% through efficient issue handling and prioritization • Improved reporting accuracy by 15%, supporting better service delivery • Assisted in customer acquisition and upselling initiative. • EDUCATION Higher National Diploma in Accounting Delta Polytechnic Ogwashi-uku, Delta state. • CERTIFICATIONS • Nigeria Institute of Management (Chartered) 2014 • AML/CFT, Whist blowing and Anti-Bribery &Corruption Training 2017 • Chartered Institute of Customer Relationship Management 2018 • Technical Support Fundamentals (Google) 2026 • In-Demand IT Skills Training (Digital Witch) 2026