JESSICA CHUKWUEMEKA
Lagos,Nigeria
Summary
Results-driven Customer Support Manager with 3+ years of experience in customer service operations, CRM management, and process optimization. Proven track record of improving customer satisfaction by 15% through data-driven insights, workflow enhancements, and team training on tools like Zendesk, Intercom, and Zoho CRM. Strong communicator with expertise in conflict resolution, active listening, and remote collaboration using Google Workspace, Microsoft Teams, and Asana. Equipped with high-speed internet, quiet dedicated workspace, and proven self-motivation for independent remote work. Seeking remote customer support roles to deliver exceptional service and drive retention.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer Support Operations Manager
Access Bank PLC
Lagos, Nigeria
08.2023 - 01.2026
- Managed team schedules, coordinated virtual meetings, and maintained accurate documentation using Asana and Trello to streamline remote and in-office operations.
- Developed, documented, and refined customer support workflows, resulting in improved efficiency and full compliance with banking regulations.
- Analyzed customer service metrics, feedback, and trends using Excel/Google Sheets to identify improvement opportunities and implement data-driven process changes.
- Trained and oversaw staff on CRM systems (Zoho CRM) and support tools (Zendesk, Intercom), enhancing service delivery and first-contact resolution rates.
- Facilitated seamless cross-departmental communication to resolve complex customer issues quickly and effectively.
- Monitored service quality, launched satisfaction initiatives, and generated reports for stakeholders, boosting client retention.
Achievement: Increased customer satisfaction ratings by 15% within six months through new feedback analysis system and optimized response times.
Office Clerk (Customer-Facing & Administrative Support)
Alpha Oil Exploration, Production Company Limited
, Nigeria
05.2019 - 09.2019
- Managed daily documentation, client correspondence, and expense tracking using MS Excel, ensuring accuracy for audits and accountability.
- Served as company ambassador at workshops and training sessions, providing professional support and information to attendees.
- Handled incoming/outgoing mail, filing, copying, and visitor ushering with strong attention to detail and customer-oriented approach.
Achievement: Improved office efficiency by 40% through effective client correspondence management and meticulous record tracking.
Education
Bachelor’s Degree - Civil Engineering
Covenant University
Nigeria 08.2014 - 11.2020
Skills
- Clear & Effective Communication
- Empathy & Active Listening
- Problem-solving & Critical Thinking
- CRM & Support Tool Proficiency (Zendesk, Intercom, Zoho CRM)
- Data Analysis & Metrics Optimization (Excel, Google Sheets)
- Time Management & Multitasking
- Adaptability & Remote Collaboration
- Customer Service & Support
Certification
- Chartered Institute of Bankers of Nigeria (CIBN), 2024
- IELTS
- Cloud Collaboration & Document Management (Google Workspace, Microsoft Office, Dropbox)
- Project Management Tools (Asana, Trello)
- Computer Application with AutoCAD & Related Tools (2015–2016)
Additional Experience
- National Youth Service Corps – Federal Ministry of Works and Housing (2021–2022)
- Engineering Intern – Hermida Integrated Company Limited (2018)
Languages
English
Fluent
Affiliations
- Cooking
- Graphic Designing
- Video editing
Timeline
Customer Support Operations Manager
Access Bank PLC
08.2023 - 01.2026
Office Clerk (Customer-Facing & Administrative Support)
Alpha Oil Exploration, Production Company Limited
05.2019 - 09.2019
Bachelor’s Degree - Civil Engineering
Covenant University
08.2014 - 11.2020