JONAH IGWE
Lagos Mainland,Nigeria
Summary
Dedicated Professional with over four years of experience in customer service, business development, technical support, experience working with clients from diverse backgrounds, successfully maintains relationships, staying compliant, committed to expanding client base and meeting organizational goals.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Head Non, Financial Transactions
FirstBank
03.2025 - 12.2025
- Implemented metrics for evaluating Staff efficiency and productivity
- Maintained consistent account maintenance rates of over 95% on week-by-week basis.
- Prompt response to customer’s pain points using CRM and help desk
- Utilized Camguard application effectively to resolve ATM on-us, not-on-us, cases and dispense errors.
Team Lead Financial Transactions
FirstBank
02.2024 - 12.2025
- Led initiatives that enhanced ATM uptimes, ensuring near-100% functionality
- Provided continuous training to Tellers on cash handling practices and fraud prevention
- Maintained 90%+ customer satisfaction rate and client relationship management
- Recognized as the Dean of branch’s training in the cluster leading to improved Staff efficiency
- Achieved over 90% contribution to business growth month-on-month.
Team Lead Non-Financial Transaction (Customer Success)
FirstBank
03.2023 - 02.2024
- Maintained over 90% account opening and account maintenance success rates.
- Prompt attention to customer complaints using the CRM tool and help desk
- Successful training of all branch Staff through weekly product knowledge and review.
- Prompt attention to branch maintenance through EBS work request, and logs
- Championed branch’s digital adoption, branch’s cluster recognition as best in digital innovation, 2023
POS Captain
Whyte Cleon Limited
02.2020 - 02.2023
- Ensured merchants’ Point of Sales terminals are over 75% active and functional
- Developed and kept strong relationships with assigned merchants with a 15% conversion rate
- Effective daily communication with all stakeholders in the Point of Sales business
- Duly resolved Point of Sales disputes and settlements reconciliation within 24-hour Turnaround time
- Prepared monthly performance reports for the Business Development Office
- Duly followed up with client request to meet 30 minutes turnaround time
Education
MBA - Fintech
Nexford University
01.2025 - 01.2027
Agile Executive MBA - undefined
Post Graduate Diploma - Project Management
Bachelor of Engineering - Petroleum Engineering
University of Benin
Benin, Edo State, Nigeria 01.2011 - 01.2016
Skills
- Financial models, auditing, and forecasting
- Proofreading and editing a copy
- Creating tables and Pivot tables for data analysis
- Product development using Agile methodology
- AI prompting – ChatGPT, Claude, Gemini, Perplexity
Certification
- Chartered Institute of Finance and Control of Nigeria (CIFCON) 2024
- Lean Six Sigma White Belt Certification 2024
- Business Analysis for Project Managers 2022
- Enterprise Design Thinking Practitioner 2022
- Data Science Foundation 2022
- Business Intelligence and Knowledge Management Systems 2021
- National Youth Service Corps 2018
- Associate Chartered Project Management Professional 2018
Affiliations
- Volunteer Project Manager Charity Community Development Group 2017–2018
- Chartered Institute of Project Management (CIPM) 2018
- Nigerian Society of Engineers (NSE) 2011–Present
CORE COMPETENCIES
- Effective communication
- Customer service
- Project Management
- Analytics
- Innovation
- Relationship management
- Financial trends and developments
Timeline
Head Non, Financial Transactions
FirstBank
03.2025 - 12.2025
MBA - Fintech
Nexford University
01.2025 - 01.2027
Team Lead Financial Transactions
FirstBank
02.2024 - 12.2025
Team Lead Non-Financial Transaction (Customer Success)
FirstBank
03.2023 - 02.2024
POS Captain
Whyte Cleon Limited
02.2020 - 02.2023
Bachelor of Engineering - Petroleum Engineering
University of Benin
01.2011 - 01.2016