FLORENCE NNENNA IGBOKE

Customer Support Specialist

Lagos, NG.

About

Highly effective Customer Support Specialist with a robust background in customer relations, problem-solving, and operational management within the banking and public sectors. Proven ability to enhance client satisfaction, streamline complex payment issue resolutions, and ensure compliance with regulatory standards. Seeking to leverage strong communication and leadership skills to drive operational excellence and contribute to organizational growth in a dynamic customer-centric environment.

Work

Guaranty Trust Bank

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Customer Support Specialist

Lagos, Lagos, Nigeria

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Summary

Managed high-priority client interactions and new client onboarding, ensuring effective resolution of complex payment issues and compliance with KYC regulations.

Highlights

Resolved complex payment issues, including disputes and fraudulent transactions, for high-priority clients via email and calls, improving client satisfaction and trust.

Streamlined new client onboarding processes, accurately verifying accounts and ensuring 100% compliance with stringent KYC regulations.

Consistently resolved customer complaints within the specified Turnaround Time (TAT), enhancing service efficiency and customer retention.

Proactively managed and maintained a portfolio of new client accounts, fostering strong relationships and ensuring service continuity.

Implemented and upheld best practices in customer service delivery, resulting in enhanced client experience and operational excellence.

Ministry of Evaluation Project Monitoring and Procurement

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Inventory/Store Officer

Ebonyi State, Ebonyi State, Nigeria

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Summary

Oversaw comprehensive inventory management, from stock monitoring and auditing to coordinating supplier relations and managing procurement processes.

Highlights

Monitored and optimized stock levels, reducing shortages and excess inventory by performing regular audits and reconciling discrepancies.

Managed end-to-end goods flow, including receiving, storing, and issuing, while maintaining accurate inventory records and tracking for optimal control.

Coordinated effectively with suppliers to ensure timely deliveries and managed the full cycle of purchase order processing and goods receipt.

Utilized inventory management software and established procedures to enhance efficiency and accuracy in stock operations.

Education

WEST AFRICA EXAMINATION COUNCIL

Ebonyi, Ebonyi, Nigeria
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Secondary Education General Studies

FEDERAL POLYTHENIC OKO- ANAMBRA

Oko, Anambra State, Nigeria
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National Diploma Food Science & Technology

Languages

English

Igbo

Skills

Customer Management

Client Relations, Customer Service, Account Management.

Problem Solving

Issue Resolution, Conflict Resolution, Troubleshooting.

Microsoft PowerPoint

Presentation Software.

Microsoft Excel

Data Analysis, Spreadsheet Management, Reporting.

Time Management

Organizational Skills, Efficiency, Prioritization.

Leadership

Team Leadership, Mentorship, Guidance.

Employee Relations

Stakeholder Management, Interpersonal Communication, Team Collaboration.

KYC Compliance

Regulatory Compliance, Client Verification, Fraud Prevention.

Client Onboarding

Account Setup, Customer Integration.

Dispute Resolution

Conflict Mediation, Issue Escalation.

Inventory Management

Stock Control, Warehouse Operations, Logistics.

Supply Chain Coordination

Vendor Management, Procurement, Order Processing.

Data Entry

Record Keeping, Accuracy.

Interests

Researching

Learning, Information Gathering.

Making friends

Networking, Socializing.