Joyce Ude

Customer Support professional with 10+ years of experience supporting customers, resolving enquiries and complaints, maintaining accurate records, coordinating issues across teams, and following cases through to resolution in banking environments. Trained in CRM and remote customer-support workflows, with practical exposure to HubSpot, Freshdesk, Zendesk, Intercom, Google Workspace, Airtable and workflow automation. Strong written and verbal communication, attention to detail, confidentiality, problem-solving, and ability to work independently.

Customer Service Officer - Unical Microfinance Bank Limited - Calabar, Nigeria

(2023-01)

• Serve as a frontline point of contact, responding to customer enquiries, complaints, account requests and service issues promptly and professionally.
• Investigate customer concerns, coordinate requests across internal teams, and follow up to ensure timely resolution and clear communication.
• Maintain accurate customer records and account information while handling sensitive information with confidentiality and attention to detail.
• Handle transaction- and payment-related customer enquiries and explain products, services and account processes clearly.
• Prepare reports and maintain operational documentation using Microsoft Excel and Google Workspace.
• Support daily branch operations and collaborate with colleagues to maintain efficient workflows and positive customer experiences.

Customer Service Officer - Okwo-Oha Microfinance Bank Limited - Ebonyi State, Nigeria

(2014-01 - 2023-12)

• Managed customer enquiries, complaints, account requests and service issues while maintaining a supportive and professional approach.
• Investigated customer and transaction concerns, coordinated with relevant teams, and monitored escalated issues through resolution.
• Maintained accurate customer records and verified documentation, demonstrating strong attention to detail and accountability.
• Built trusted customer relationships through clear communication, active listening, problem-solving and consistent follow-up.
• Supported daily branch operations and coordinated with colleagues to keep service activities organized and on schedule.

HND - Mass Communication - Institute of Management & Technology (IMT)

Virtual Assistant & Customer Support Training - Career Crafters Academy (2026-01)