Open to opportunities

sunday jacob

@sundayjacob1

Message

I resolve high-volume customer issues across banking, logistics, and service operations.

Nigeria

Message

What I'm looking for

I'm looking for a customer support or customer experience role where I can resolve complex inquiries, improve workflows through CRM and automation tools, collaborate with cross-functional teams, and deliver measurable customer satisfaction outcomes.

At First Bank Nigeria, I manage and resolve more than 100 daily omnichannel customer interactions while maintaining strong service quality, compliance records, and customer engagement.

I use Zendesk and Salesforce CRM to manage ticket lifecycles, track interactions, improve resolution times, and monitor KPIs including First Response Time, CSAT, and Customer Effort Score.

Previously at Carolina Logistics, I supported international customers, brokers, and drivers through email, phone, HubSpot CRM, Freshdesk, and Zapier-powered workflow automation. I also handled customer service at GTBank PLC, where I managed over 50 daily interactions, resolved complaints, and maintained accurate customer records.

My background also includes administrative support, teaching assistance, hotel operations, guest relations, and remote workflow coordination.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Executive

Current

First Bank Nigeria

Jan 2024 - Present (2 years 7 months)

Delivered top-tier customer support by managing 100+ daily omnichannel interactions, utilizing Zendesk and Salesforce CRM to streamline resolution times and maintain compliance records. Collaborated in an Agile team environment and tracked KPIs including FRT, CSAT, and CES.

Zendesk Salesforce Customer Support Ticket Lifecycle Management Agile Scrum KPI Tracking Customer Satisfaction

Customer Support Representative / Freight Dispatcher

Carolina Logistics

Jan 2023 - Dec 2024 (1 year 11 months)

Served as the primary remote interface for international customers, brokers, and drivers, ensuring flawless communication and conflict resolution. Handled high-volume support via email, phone, and HubSpot CRM, and utilized Freshdesk and Zapier to automate updates and meet SLA targets.

HubSpot Freshdesk Zapier Customer Support Conflict Resolution Time Management SLA Remote Work

Customer Service Representative

GTBank PLC

Jan 2022 - Dec 2023 (1 year 11 months)

Acted as a front-facing client representative, managing over 50 interactions daily, providing prompt troubleshooting, and escalating complex inquiries. Maintained accurate database records and applied structured methodologies to de-escalate complaints, improving retention and satisfaction.

Customer Support CRM Troubleshooting Complaint Resolution Data Entry Active Listening De escalation

Administrative Assistant / Assistant Teacher

IMA International College

Jan 2021 - Dec 2022 (1 year 11 months)

Supported daily administrative operations, managed data entry for student records, and facilitated communications using digital tools.

Administrative Support Data Entry Digital Tools

Hotel Manager

Abogunloko Hotel

Jan 2019 - Dec 2020 (1 year 11 months)

Supervised day-to-day operations and guest relations, ensuring immediate and effective resolution of customer concerns to optimize the guest experience.

Operations Management Guest Relations Customer Service Problem Solving