GABRIEL ESSIEN

I’m a Customer Service and Relationship Management Specialist with over 10 years of experience across banking, fintech, and client-facing roles. I focus on delivering exceptional service while handling complex customer issues with speed, accuracy, and empathy.

In my most recent role as a Team Lead / Relationship Manager, I strengthened customer outcomes by improving client engagement strategies and personalized financial solutions—driving a 25% increase in customer retention. I also reduced loan default rates by 68% using proactive portfolio monitoring and early intervention.

I lead by coaching and performance standards: I trained and mentored 5 loan officers, which improved team productivity by 40%. I’m comfortable operating in high-volume environments and I’ve resolved over 95% of escalated customer issues within SLA, improving satisfaction and customer trust.

Earlier, as a Client Service Executive at Access Bank Plc., I processed 150+ daily customer transactions with 99% accuracy and increased customer satisfaction scores by 30% through efficient issue resolution. I also reduced complaint resolution time by 35% and supported onboarding and retention efforts, contributing to a 15% growth in active customer accounts—backed by strong CRM and ticketing workflows.