Onwumere Chioma Confidence

Onwumere Confidence Chioma Customer Support / Customer Success / Client Relations (Remote) Lagos, Nigeria PROFILE SUMMARY Customer Support and Client Relationship Specialist with 5+ years of experience delivering high-quality service in banking, telecommunications, and hospitality sectors. Proven ability to improve customer satisfaction, reduce response time, increase client retention, and lead support teams effectively. Experienced in CRM systems, onboarding processes, financial products, and issue resolution. Highly organized, detail-oriented, and remote-ready with strong communication, documentation, and workflow coordination skills. Seeking remote Customer Support, Client Success, or Customer Experience roles. REMOTE TOOLS & TECHNOLOGY ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ CRM Softwares (Salesforce, Zoho, Hubspot) Google Workspace (Doc, Sheet, Meet, Calendar, Drive, etc) Microsoft Office Suite (Word, Excel, Powerpoint, etc) Zendesk Chat Team Collaboration Tools (Zoom, Google Meet) Slack / Google Chat Trello / Asana (Task Management) Canva (Basic Documentation & Visual Support) Cloud File Management (Google Drive, OneDrive) Email Support Handling & Templates Digital Banking Platforms CORE COMPETENCIES ●​ ●​ ●​ ●​ ●​ ●​ Customer Support & Complaint Resolution Data Entry and Management Client Relationship Management CRM Systems & Customer Data Handling Team Leadership & Onboarding Account Onboarding & Activation ●​ ●​ ●​ ●​ ●​ Financial Product Support Customer Retention Strategies Process Improvement Remote Communication Tools Microsoft Office & Google Workspace PROFESSIONAL EXPERIENCE ACCOUNT SERVICE EXECUTIVE ​ ​ ​ ​ First Bank Nigeria ​ ​ ​ ​ ​ ​ ​ | 2024 – Date | Lagos, Nigeria ●​ Onboarded new customers and ensured successful account activation and funding. ●​ Enrolled clients on digital banking platforms (USSD, FirstMobile, Wallets). ●​ Resolved customer inquiries efficiently, improving satisfaction and service turnaround time. ●​ Maintained accurate documentation and ensured regulatory compliance. ●​ Provided guidance on financial products and services to enhance customer engagement. Key Achievement:​ Improved onboarding efficiency through structured follow-up and proper documentation tracking. CUSTOMER SERVICE TEAM LEAD ​ ​ MultiChoice Nigeria ​​ ​ ​ ​ ​ ​ ​ ​ |- | Owerri, Nigeria ●​ Led a customer service team focused on delivering high-quality support. ●​ Reduced response time by improving issue escalation processes. ●​ Improved customer reach by 25% by implementing structured team performance targets. ●​ Trained and onboarded new customer service staff. ●​ Managed CRM systems to track customer interactions and service metrics. ●​ Resolved escalated complaints professionally and efficiently. Key Achievement:​ Enhanced team productivity and improved overall service delivery performance. CUSTOMER SERVICE OFFICER ​ ​ ​ ​ Crunchies Fried Chicken ​ ​ ​ ​ ​ ​ | 2019 – 2021 | Aba, Nigeria ●​ ●​ ●​ ●​ ●​ ●​ Responded to customer inquiries and complaints promptly. Supervised daily operations of the customer service team. Processed orders, account verifications, and service requests. Maintained records of customer interactions and transactions. Organized workflow processes to improve team efficiency. Provided management with feedback to improve service operations. Key Achievement:​ Improved workflow structure leading to faster issue resolution and better customer satisfaction. EDUCATION B.Sc. Marketing​ Michael Okpara University ​ ​ ​ ​ ​ ​ | 2013 – 2016 ​ ​ ​ ​ | 2011 – 2013 ND Marketing​ Michael Okpara University ​ ​ CERTIFICATIONS & RECOGNITION ●​ ●​ ●​ ●​ Institute of Chartered Accountants of Nigeria, ICAN ​ Remote-Ready with HRwise ​​ ​ ​ ​ Customer Centricity Award – MultiChoice ​ ​ ​ Sales Achiever of the Year – Crunchies ​ ​ ​ | In-view | 2026 | January, 2023 | 2019