Joyce Njoku

Customer-focused banking professional with 3+ years of experience in customer experience and contact-centre operations, including inbound customer service, telesales and video validation. Experienced in handling high-volume customer interactions, resolving account and transaction issues, maintaining accurate CRM records, and supporting customer adoption of digital banking solutions. Strong in active listening, problem solving, multitasking, customer relationship management and professional communication.

B.Sc.

Business

Management graduate fluent in English and Igbo.

Customer Experience - POLARIS BANK LIMITED - Lagos State, Nigeria

(2023-08)

• Deliver frontline customer support, resolving enquiries and complaints promptly while maintaining a customer-focused approach.
• Handle high-volume inbound customer interactions across phone and digital channels, supporting enquiries relating to accounts, transactions, digital banking and service complaints.
• Investigate customer issues using account histories, transaction records and internal system data to provide accurate and timely resolutions.
• Maintain detailed and compliant CRM records of customer interactions in line with internal procedures and regulatory requirements.
• Educate customers on banking products and digital solutions, supporting customer adoption and engagement.
• Collaborate with internal teams to resolve escalated issues and improve the overall customer experience.
• Support telesales activities by engaging customers, identifying needs and communicating relevant banking products and services.
• Perform customer video-validation activities with strong attention to detail, verification procedures and confidentiality.

Administrative Officer (NYSC) - AJEROMI IFELODUN L.G.A - Lagos State, Nigeria

(2021-07 - 2022-07)

• Organised operational expense records and supported review of financial statements.
• Implemented systems for tracking organisational expenses and supporting cost control and budgeting.
• Collaborated on overdue-payment follow-up and resolution activities.
• Managed the front desk, welcomed visitors and responded to telephone enquiries professionally.

Customer Service Representative - BILLINGSWAY SUPER STORE - Imo State, Nigeria

(2020-09 - 2021-06)

• Processed customer payments across cash, card and digital channels accurately.
• Responded to customer enquiries and provided product and service recommendations.
• Processed customer orders accurately and coordinated with production and logistics teams.
• Resolved complaints involving products, delivery and payment discrepancies to support customer satisfaction.

B.Sc. - Business Management - University of Jos (2019)