mary ijah

Provided empathetic remote customer support via phone, email, and chat to global customers while resolving support tickets on time. Managed returns and refunds, reduced service delays through workflow improvements, and trained clients to use company software.

Matched contribution records with received payments to ensure pension account accuracy and fixed transaction errors. Reported delays or system issues to accelerate fixes and improved reconciliation by introducing a tracking method that reduced service delays and improved record accuracy.

Supervised a customer service team by monitoring calls and emails and providing performance feedback. Built checklists and scripts to speed up complaint handling, trained new team members, and improved resolution rates while reducing customer waiting time.

Onboarded new corporate clients and ensured documentation met regulatory requirements while advising customers on banking products and resolving account issues. Improved customer satisfaction and strengthened fraud checks, and trained interns and junior staff on customer service and bank procedures.

Managed daily teller operations including cash handling and reconciliations while supporting deposits, withdrawals, and money transfers. Trained tellers to speed up transactions while maintaining accuracy, improving customer throughput and repeat visits.

Processed local transfers and payroll payments for businesses and individuals while checking transactions for errors and potential fraud before approval. Maintained daily transaction logs and balanced accounts, setting up a tracking approach that reduced fraud cases and maintained 100% compliance with regulations.

Earned a Master of Business Administration (MBA) at the University of Lagos (Akoka).

Completed an HND in Business Administration at Yaba College of Technology, Lagos.

Completed an OND in Business Studies at Lagos State Polytechnic, Ikorodu.