ONAJITE SOPHIA O.
Lagos, Nigeria
PROFESSIONAL SUMMARY
Customer Support Specialist with over 13 years of experience in banking and high-volume
service environments. Skilled in handling customer inquiries, resolving complaints, and
managing account-related issues with a strong focus on customer satisfaction. Proven ability to
manage 60–80+ interactions daily with up to 98% resolution rate. Experienced in CRM systems,
phone and email support, and customer retention strategies. Seeking a customer service or call
center role to deliver excellent customer experiences and drive service efficiency.
CORE SKILLS
Customer Service & Support
Call Handling & Complaint Resolution
CRM & Ticketing Systems (e.g., HubSpot, Zendesk, Freshdesk)
Account Management & Customer Onboarding
Email & Phone Support
Customer Retention & Relationship Management
Cross-selling & Upselling
Problem Solving & Conflict Resolution
Time Management & Multitasking
Team Collaboration
TECHNICAL SKILLS
CRM Tools (HubSpot, Zendesk, Freshdesk – foundational knowledge)
ClickUp | Trello | Asana | Monday.com
Clockify
Microsoft Office Suite
PROFESSIONAL EXPERIENCE
Customer Support Representative
Access Bank Plc
July 2014 – September 2025
Handled 60+ customer inquiries daily via phone and in-branch support
Maintained a 96% customer satisfaction rating through effective issue resolution
Reduced escalated complaints by 60% by improving response and resolution time
Investigated and resolved account discrepancies within 24 hours
Promoted and cross-sold banking products to increase customer value
Increased digital banking adoption by 40% through customer education
Ensured compliance with KYC and regulatory standards during customer interactions
Collaborated with sales and operations teams to streamline account opening and
onboarding processes
Customer Support Representative (Internship)
First Bank of Nigeria
October 2009 – September 2010
Managed 40+ customer requests and complaints daily via phone and in-person support
Maintained a 90% customer satisfaction rate
Resolved customer issues within an average of 3 minutes
Cross-sold banking products to walk-in and phone customers
Created detailed reports on customer interactions, improving service accuracy by 25%
Customer Support Representative (Internship)
Wems O.O Catering Services
January 2007 – August 2008
Managed customer reservations and ensured accurate order communication
Delivered high-quality customer service during client interactions
Collected and analyzed customer feedback to improve service delivery
Contributed to achieving 80% customer satisfaction and retention
EDUCATION
Higher National Diploma (HND), Banking and Finance (2012)
Delta Polytechnic, Otefe-Oghara, Delta State
CERTIFICATIONS
Technical Support Fundamentals – Google (2026)
In-Demand IT Skills Training – Digital Witch (2026)
AML/CFT, Whistleblowing & Anti-Bribery Training (2017)
ADDITIONAL INFORMATION
Tech-savvy with growing expertise in CRM systems and digital workflows
Strong organizational, multitasking, and problem-solving abilities
Committed to continuous learning and professional development
