Susana Nya

Results-oriented Customer Service Professional with a proven track record of exceeding customer expectations and driving satisfaction. Adept at managing high call volumes and fostering positive relationships with clients. Leverages strong active listening and multitasking skills alongside expertise in CRM systems to efficiently resolve inquiries and contribute to overall company success.

Customer Service Representative at Jeroid Limited (2025-01 – Present)

• Manage inbound and outbound calls in a professional and efficient manner.
• Take all necessary measures to timely query resolution adhering to company procedures and policies.
• Maintain accurate records of customer's interactions, recurring problems and transactions for reference and analysis.
• Represent the company's brand in a professional, friendly and customer-centric manner.
• Identify opportunities to enhance customer satisfaction, service improvements, product issues and make recommendations to management.
• Ensure that customer issues are effectively resolved by following up with customers as needed.
• Stay updated with the company's products and services to provide informed assistance to customers.
• Proactively reach out to customers to understand their concerns, needs and offer solutions.

Customer Service Representative at Parallex Bank (2022-01 – 2024-12)

• Address customer inquiries courteously using effective communication and problem-solving skills.
• Maintain knowledge of company products and services to offer helpful suggestions and recommendations.
• Utilize automated systems to log and retrieve customer information.
• Update and maintain databases with accurate customer information through timely data entry.
• Investigate and research issues to determine root causes and appropriate solutions.
• Comply with company and regulatory policies regarding information confidentiality and privacy.
• Refer unresolved customer grievances to designated departments for further assistance.

Regional Processing Officer at Eco bank Nigeria Limited (2019-09 – 2021-12)

• Processed account openings using Omni flow procedures, ensuring complete documentation.
• Reviewed customer concession applications and liaised with Fincon for approval.
• Input customer details into the system, adhering to confidentiality protocols.
• Performed data entry tasks related to account opening and processing.
• Monitored and controlled organizational processes for work items on designated queues.
• Resolved problems and improved operational efficiency.
• Performed duties in accordance with applicable standards, policies, and regulations.

Fund Mobilization Officer at Mutual Benefit Micro Finance Bank (2017-09 – 2018-10)

• Preserved revenue streams by utilizing strong communication and negotiation skills to maintain customer satisfaction and encourage savings culture.
• Promoted company brand and unique offerings through personalized customer service.
• Conferred with customers about concerns with products or services to resolve problems and drive sales.
• Assisted call-in customers with questions and orders.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.

BSc. in Accounting – National Open University (2023-06 – 2025-06)

HND in Accounting – Yaba College of Technology (2021-12)