Open to opportunities

Timothy Joshua

@timothyjoshua

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Customer Service Support Specialist improving bank customer resolution times with CRM, JIRA, and FINACLE expertise.

Nigeria

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What I'm looking for

I’m looking for a banking or customer-support role where I can own ticket resolution through CRM/JIRA, operate core banking systems like FINACLE, and consistently meet SLA targets—improving resolution speed and customer satisfaction in a fast-paced team.

I’m a Customer Service Support Specialist with 4+ years of experience in banking customer support and operations. I handle high-volume customer inquiries through calls and in-person channels, always focused on prompt, accurate issue resolution.

In my current role at First Bank of Nigeria, I use CRM systems and JIRA to log, track, and resolve tickets according to SLA requirements, while operating FINACLE core banking to investigate account issues and process transactions. I’ve improved service delivery by reducing average customer issue resolution time from 25 minutes to 17 minutes, using effective troubleshooting, root-cause diagnosis, and first-contact resolution where possible.

I take ownership end-to-end: I escalate complex issues appropriately while keeping customers informed, and I maintain detailed records for reporting and continuous improvement. I also bring a strong service mindset from roles in direct sales and administrative support, plus hands-on technical troubleshooting experience that strengthens how I communicate and resolve problems under pressure.

Experience

Work history, roles, and key accomplishments

Current

Service Executive

Current

First Bank of Nigeria

Feb 2022 - Present (4 years 4 months)

Handled high-volume customer inquiries via calls and in-person channels, resolving issues in line with SLA requirements. Reduced average customer issue resolution time from 25 minutes to 17 minutes by using CRM tools, JIRA ticketing, and FINACLE troubleshooting.

Customer Support CRM Systems SLA Troubleshooting Root Cause Analysis Escalation Management Microsoft Office Suite

Direct Sales Agent

Union Bank of Nigeria

Apr 2021 - Sep 2021 (5 months)

Provided customer support and product/service guidance across multiple channels while assisting with onboarding and documentation for smooth account setup. Used customer data insights to recommend relevant financial solutions and maintained accurate records using CRM tools.

Customer Support Customer Onboarding Documentation Management Customer Engagement Relationship Management

Corps Liaison / Admin

Igbokoda Local Government

Nov 2019 - Oct 2020 (11 months)

Managed communication and support for NYSC members, resolving issues and providing guidance. Coordinated onboarding and training sessions and maintained accurate administrative records while ensuring timely resolution of requests and inquiries.

NYSC Liaison Support Administrative Support Communication Management Onboarding training coordination Process Coordination Confidentiality

CCTV Technician

CleverTech

Mar 2017 - Sep 2019 (2 years 6 months)

Diagnosed and resolved CCTV technical issues related to systems and connectivity to maintain reliability. Installed, configured, and performed troubleshooting/maintenance based on client requirements.

Technical Troubleshooting Reliability System Testing Maintenance

Computer Operator

Femolite Cyber Café

Jul 2012 - Dec 2013 (1 year 5 months)

Provided technical support and troubleshooting for system users, resolving issues efficiently to reduce downtime and improve user experience. Installed and maintained hardware, software, and network systems.

Technical Support Troubleshooting Hardware installation Installation Network Support User Support Downtime Reduction