Open to opportunities

Nnenna Otabor

@nnennaotabor

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Customer support leader specializing in high-volume service operations and complaint resolution.

Nigeria

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What I'm looking for

I seek a remote customer support/customer success role emphasizing operational efficiency, reliable service delivery, and opportunities to improve processes and retain clients.

I am a customer support professional with leadership experience across banking and service operations, focused on delivering reliable, high-quality service. I have managed both in-person and digital customer interactions and handled escalations with professionalism.

As a Customer Service Manager, I led daily operations, supervised teams, and implemented structured follow-up processes that reduced recurring complaints and improved response efficiency. I am experienced with CRM tools and both inbound and outbound communication.

Previously, I led branch-level customer service at a major bank, supervising officers, enforcing service standards, and coordinating cross-functional resolutions to improve customer satisfaction. My background includes strong conflict resolution, process improvement, and client retention skills.

I hold professional certifications in customer experience, CRM, data analysis tools, and related topics, and I seek remote customer support or customer success roles where I can apply my operational discipline and commitment to service quality.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager

Current

Dhabi’s Place Ltd

Apr 2018 - Present (7 years 11 months)

Lead daily customer service operations for a remote team, resolving complex escalations and introducing structured follow-up processes that reduced recurring complaints and improved response efficiency.

Customer Support Escalation Management CRM Team Leadership Process Improvement Client Retention Communication

Head, Customer Service Unit

Zenith Bank Plc

Jun 2014 - Jan 2018 (3 years 7 months)

Led branch-level customer service in a high-traffic banking environment, supervised officers, managed sensitive escalations, and implemented service improvements to enhance response time and satisfaction.

Branch Operations Customer service management Escalations & Compliance Performance Monitoring Process Improvement

Customer Service Officer

Zenith Bank Plc

Mar 2011 - May 2014 (3 years 2 months)

Handled high-volume customer interactions, assisted with account inquiries and transactions, maintained accurate records, and escalated complex cases to ensure compliance and service continuity.

Account Support Transaction Processing Complaint Resolution Record keeping Onboarding Confidentiality

Education

Degrees, certifications, and relevant coursework

HP LIFE / HP Foundation

Professional Certifications, Professional Certifications

2025 - 2025

Completed professional certifications in Customer Experience for Business Success and Introduction to Cybersecurity Awareness.

Coursera Project Network

Professional Certificates, Professional Certifications

2024 - 2025

Completed multiple project-based courses including Data Science and Analytics, HubSpot and CRM introductions, Microsoft Excel data analysis, Jira, business analysis, and investment risk management.