Open to opportunities

jephania miriam

@jephaniamiriam

Message

I resolve customer issues and build lasting relationships across banking, CRM, and multichannel support.

Nigeria

Message

What I'm looking for

I'm looking for a customer support or customer success role where I can resolve issues, build customer trust, meet service goals, and use CRM tools across email, live chat, and phone channels.

I've supported customers at MONIEPOINT and United Bank for Africa, resolving complaints, answering enquiries, and building trusted customer relationships across fast-paced service environments.

At MONIEPOINT, I identify customer needs, provide accurate information, maintain interaction records, meet call-handling targets, and follow through on resolutions.

My banking experience includes customer account management, credit and retail loan processing, customer queries, financial product documentation, and identifying opportunities for customers.

I've also supported live chat, inbound calls, email, and phone service using CRM and ticketing tools including Zendesk, Salesforce, and HubSpot. I work remotely with a reliable home office setup and communicate fluently in English and Hausa.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Associate

Current

Moniepoint

Dec 2021 - Present (4 years 9 months)

Identifies and assesses customer needs to achieve satisfaction, builds sustainable relationships, and handles complaints with appropriate solutions. Meets sales targets and call handling quotas while maintaining records and following communication procedures.

Customer Relationship Management Issue Resolution Complaint Handling CRM Zendesk Salesforce HubSpot Multichannel Support KPI Tracking Documentation

Current

Relationship Officer

Current

United Bank for Africa

Oct 2018 - Present (7 years 11 months)

Handles credit processing, initiation, and administration, manages customer queries, and prepares credit applications for senior management. Provides advice to sales and marketing teams and identifies new opportunities for customers.

Credit Processing Mortgage Finance Trade Finance Asset Finance Retail Banking Commercial Banking Consumer Banking Digital Banking Electronic Banking Customer Relationship Management Documentation

Customer Service Officer

United Bank for Africa

Sep 2019 - Oct 2020 (1 year 1 month)

Managed customer accounts, greeted customers, conducted service surveys, and resolved customer issues. Worked in the inbound call center, assisted via live chat, and processed loans.

Customer Service Issue Resolution Live Chat Inbound Call Center Loan Processing Documentation

Research Assistant

National Institute for Policy & Strategic Studies

Nov 2016 - Nov 2017 (1 year)

Performed literature reviews, conducted research, and summarized findings. Prepared interview questions, responded to research emails, and attended project meetings.

Research literature review Data Analysis Report Writing Project Management

Office Administrator

Crochet Addict

Jul 2016 - Nov 2016 (4 months)

Coordinated activities and operations to secure efficiency and compliance with policies. Managed records, agendas, travel arrangements, and appointments, and supervised administrative staff.

Office Administration Record keeping Scheduling Staff Supervision Budgeting Bookkeeping Inventory Management

Office Administrator

Association of Orphans & Vulnerable Children NGO's in Nigeri

Oct 2015 - Jun 2016 (8 months)

Carried out clerical duties, managed appointments and meetings, maintained office files, and performed bookkeeping tasks. Purchased office supplies and welcomed visitors.

Office Management Bookkeeping Invoicing Accounts Receivable Vendor Management Customer Service