Teresa

ONYINYE MARIE-THERESA NTIMA
CUSTOMER SUPPORT REPRESENTATIVE

CONTACT PROFILE SUMMARY
[open contact info](look above in the "contact info" section) Customer-focused service professional with 3+ years of experience
[open contact info](look above in the "contact info" section) supporting customers, resolving inquiries, and delivering consistent
service excellence across technology, fintech, and digital environments.
Abuja-Nigeria
Skilled in client communication, issue resolution, CRM management,
case handling, customer onboarding, and follow-up coordination
EDUCATION through clear communication and timely responses. Adept at
understanding customer needs, providing solution-oriented support,
2018 managing expectations, and improving satisfaction levels while
BIOCHEMISTRY UNIVERSITY OF maintaining brand perception.
NIGERIA
Bachelor of Science (B.Sc.)
WORK EXPERIENCE
2025
Transcorp Hilton 2019 – 2021
AHMADU BELLO UNIVERSITY,
Customer Representative
ZARIA
Master of Business Administration Delivered high-quality customer support to hotel guests, handling
(MBA in Finance and Investment) inquiries, reservations, and service requests via phone, email, and
in-person interactions.
Resolved guest complaints promptly and professionally,
SKILLS coordinating with front desk, housekeeping, and management to
ensure excellent guest satisfaction.
Customer Support Communication Maintained accurate guest records and service logs while upholding
Issue Resolution Hilton’s customer service standards and brand reputation.
Assisted with check-in and check-out processes, ensuring accurate
Client Relationship Management
billing, room assignments, and a seamless guest experience.
Multi-Channel Customer Proactively followed up with guests to confirm issue resolution,
Engagement gather feedback, and identify opportunities to enhance service
quality and repeat stays.
Service Quality Assurance
Case Reporting United Bank for Africa (UBA) 2024 – 2025
CRM Management Profit Centre Manager
Complaint Handling Led daily operations of a UBA profit centre, driving revenue growth
Conflict Resolution through effective sales strategy execution, customer acquisition,
and portfolio management.
Service Documentation
Managed branch profitability by monitoring KPIs, controlling
Team Collaboration operating costs, and optimizing product performance across
Remote Customer Support deposits, loans, and fee-based services.
Supervised and coached team members to meet sales targets,
Follow-Up Coordination
improve service delivery, and ensure compliance with banking
policies and regulatory standards.
LANGUAGE Built and maintained strong client relationships, resolving
escalations, identifying cross-selling opportunities, and contributing
English (Fluent C+) to sustained business growth.
Prepared performance reports and business insights for senior
REFERALS management, supporting data-driven decision-making and
Available on request continuous improvement of profit centre operations.