Open to opportunities

Mary Bassey

@marybassey1

I’m a customer success and sales specialist who boosts agent growth through onboarding, retention, and proactive issue resolution.

Nigeria

Message

What I'm looking for

I’m looking for a customer success role where I can own onboarding, retention, and issue resolution, partner with sales, and use tools like Zendesk and Slack to improve agent/client outcomes through proactive follow-up and relationship management.

I’m a results-driven Customer Success and Sales Specialist with 3 years of hands-on experience in the banking and fintech industry. I currently manage a portfolio of 170+ agents at First Bank Nigeria, owning onboarding, performance, retention, and reactivation to drive consistent business growth.

In my role, I raised overall agent activity from 74% to 90% within 2 months by building trust-based relationships and executing proactive engagement and targeted follow-up. I’ve onboarded and retained 50+ agents, meeting and exceeding monthly targets of 15 onboardings with 10 active agents per month.

I also reactivate churned agents by identifying pain points and delivering tailored support, including daily follow-up calls within a 7-day window. I provide real-time assistance for transaction and network issues, guide agents on best practices to reduce operational errors, and use tools like Zendesk, Slack, Zoom, and Loom to ensure fast, clear resolution.

Experience

Work history, roles, and key accomplishments

Current

Agent Success Executive

Current

First Bank Nigeria

Sep 2023 - Present (2 years 9 months)

Managed onboarding, performance, retention, and reactivation for 170+ agents, raising agent activity from 74% to 90% in 2 months and reactivating 20 churned agents. Conducted daily follow-ups within a 7-day window and provided real-time transaction/network issue support to minimize disruption.

Customer Onboarding Customer Retention Relationship Management Zendesk Customer Engagement

Accounting Assistant (NYSC)

National Identity Management Commission

Mar 2022 - Apr 2023 (1 year 1 month)

Managed data accuracy and reconciliation processes to ensure reliable financial records. Maintained organized documentation and supported internal departmental reporting operations.

Accounting Support Data Reconciliation Financial Record Management Documentation Management Financial Reporting Attention To Detail

Customer Support & Admin Assistant

Freelance

Jan 2022 - Jan 2023 (1 year)

Handled business email correspondence and responded to customer inquiries, ensuring timely follow-ups and professional client communication. Supported day-to-day operations including scheduling and record keeping for a business owner.

Customer Support Email Communication Client Communication Scheduling Record keeping

Content Creator / Software Test Analyst

Dista Technologies

Jul 2020 - Jan 2022 (1 year 6 months)

Conducted software testing prior to deployment, identifying and reporting issues to improve product functionality and user experience. Created content to support product understanding, usability, and customer education.

Software Testing Quality Assurance Bug Reporting Test Execution Issue Tracking Content Creation Usability Education Communication