Irem I.
Mid-Level Customer Service and Operations Support Specialist
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About
Ijeoma R. is a seasoned Customer Service & Operations Support Officer with over four years of experience in the banking sector at Access Bank Plc, as well as administrative roles in media and government. She has handled high-volume client inquiries across phone, email, and chat channels, leveraging CRM tools (Zendesk, HubSpot, Freshdesk) to resolve issues and manage customer accounts. Proficient in Microsoft Office and data management, Ijeoma has ensured compliance with data protection policies and maintained confidentiality while supporting administrative processes. Her background includes accurate record management, performance target achievement, and effective interdepartmental communication within financial, media, and public service domains.
Experience
Customer Service & Operations Support Officer
Access Bank Plc · 2022 — 2026Handled over 50 client inquiries daily through phone, email, and chat, professionally resolving complaints. Informed customers about banking products and services to enhance satisfaction. Managed accounts and processed service requests while utilizing CRM systems, including Zendesk, HubSpot, and Freshdesk. Ensured confidentiality and compliance by maintaining accurate customer records. Collaborated with internal teams to address complex customer issues, escalating cases as necessary. Achieved consistent performance targets, aiding in customer retention and branch growth.Administrative Officer
NYSC · 2019 — 2020Directed customer and client inquiries received via phone and in-person to the appropriate departments. Performed data entry and maintained records with Microsoft Office tools, ensuring precision. Coordinated communication between departments to support administrative operations while managing sensitive information with professionalism and confidentiality.Administrative Intern
The Guardian Newspaper · 2015 — 2016Provided support for administrative and customer functions to facilitate smooth daily operations. Organized files, scheduled tasks, and maintained documentation within the team. Assisted colleagues with office tasks and internal coordination.
Skills & Expertise
Education
- Postgraduate Diploma (PGD) in Mass CommunicationOduduwa University, Nigeria · 2022 — 2024
- Higher National Diploma (HND) in Mass CommunicationInstitute of Management and Technology, Nigeria · 2016 — 2018
- Ordinary National Diploma (OND) in Mass CommunicationInstitute of Management and Technology, Nigeria · 2013 — 2015
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