CHRISTIANA OSARUMESE CLEMENT

Customer service representative

Highly motivated and customer-focused Customer Service Representative with over 3 years of experience delivering exceptional customer support, resolving complaints, handling enquiries, and building strong customer relationships. Demonstrated ability to understand customer needs, provide effective solutions, and maintain professionalism in challenging situations. Proven track record of contributing to business growth through excellent customer service, resulting in a 40% increase in new customer acquisition. Strong communication, interpersonal, problem-solving, and customer relationship management skills, with proficiency in Microsoft Office, CRM systems, and social media platforms.

Nigeria
0+
Years experience
0
Languages
0
Skills
Work Experience
LOAN OFFICER
AB MICROFINANCE BANKLagos, Nigeria
Dec 2022 — Jan 2026
  • Assess prospective borrowers to determine their eligibility and suitability for housing and micro-loan facilities.
  • Analyze clients' financial circumstances and repayment capacity before recommending loans.
  • Identify early indicators of potential default and exercise sound judgment when a customer's repayment capacity does not support the requested facility.
  • Conduct client assessments and verification as part of the credit appraisal process.
  • Review relevant customer information and documentation to support informed lending decisions.
  • Ensure loan recommendations are consistent with lending policies and risk considerations.
  • Manage and monitor a loan portfolio valued at over ₦123 million while maintaining a 90% collection rate through consistent portfolio monitoring and customer engagement.
  • Follow up on outstanding obligations and employ appropriate recovery approaches to improve repayment.
  • Monitor client repayment behaviour and take proactive action on overdue accounts.
  • Support the bank's portfolio quality and recovery objectives.
  • Attend to prospective clients and guide them through suitable loan opportunities.
  • Build and maintain professional relationships with clients throughout the loan cycle.
  • Explain loan requirements, repayment expectations, and relevant processes clearly to customers.
  • Consistently disburse approximately 20 new loans each month while maintaining attention to credit quality.
CUSTOMER SERVICE REPRESENTATIVE
ATAND AGENCY
Mar 2019 — Jun 2022
  • Handled customer complaints professionally and worked towards timely and satisfactory resolutions.
  • Provided professional and responsive customer service by attending to customer enquiries, questions, requests, and concerns.
  • Maintained positive customer relationships through effective communication, active listening, and consistent follow-up.
  • Identified customer needs and provided appropriate information and guidance regarding the agency's services.
  • Followed up on unresolved customer issues to ensure concerns were properly addressed.
  • Communicated with customers across relevant channels while maintaining a courteous and professional approach.
  • Supported customer retention by creating positive service experiences and addressing customer concerns effectively.
  • Contributed to the acquisition of new customers through excellent service, positive customer interactions, and relationship building.
  • Worked collaboratively with colleagues to ensure customers received appropriate assistance and support
  • Utilized CRM tools, Microsoft Office applications, and social media platforms to support customer communication and administrative tasks.
  • Increased new customer acquisition by 40% through consistent delivery of quality customer service, effective customer relationship management, and positive customer engagement.
Skills
Good organizational and time-management skillsExcellent verbal and written communicationCustomer Relationship Management (CRM) SystemsStrong complaint-resolution skillsStrong attention to detailMicrosoft WordMicrosoft ExcelSocial Media PlatformsEmail & Digital CommunicationAdaptability and willingness to learn
Education
Bsc, MATHEMATICS AND ECONOMICS
UNIVERSITY OF BENIN
2012 — 20163.8 / 4.0
SSCE
REMADE HIGH SCHOOL
2006 — 2012
Languages
ENGLISH
Fluent
YORUBA
Fluent
References available upon request.
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