Open to opportunities

mary oguntimehin

@maryoguntimehin

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Senior customer service lead with 7+ years driving client satisfaction in fast-paced banking.

Nigeria

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What I'm looking for

I’m seeking a fully remote customer service role with an international team, where I can lead customer experience, resolve high-volume issues, coach teams, and maintain top satisfaction standards through clear remote communication and CRM-driven support.

I’m a customer experience professional with 7+ years of frontline service and operations experience in a fast-paced banking environment. I resolve client issues, build lasting customer relationships, and maintain high satisfaction standards—earning “Best Customer Officer” in 2021 and 2022.

In my current role as Operations Head (Backup) & Senior Customer Service Lead at Jaiz Bank Plc, I oversee end-to-end customer service operations, lead and coach customer service officers, and manage complex escalations with a consistent focus on client satisfaction. I also ensure accurate documentation and data integrity, collaborate cross-functionally to streamline workflows, and deliver professional remote communication using CRM systems and structured data entry.

Experience

Work history, roles, and key accomplishments

Current

Operations Head (Backup)

Current

Jaiz Bank Plc

Sep 2022 - Present (3 years 9 months)

Oversaw end-to-end customer service operations, ensuring timely resolution of client requests and maintaining service quality standards. Led and coached customer service officers, managed complex escalations, and streamlined workflows to improve turnaround times.

Customer Service Operations Team Leadership Escalation Management CRM Systems Workflow Optimization Compliance Documentation

Customer Service Officer

Jaiz Bank Plc

Nov 2019 - Sep 2022 (2 years 10 months)

Handled account management requests including account reactivation, profile updates, and customer onboarding. Resolved customer complaints promptly and was recognized as Jaiz Bank Plc Best Customer Officer (2021 & 2022).

Account Management Customer Onboarding Complaint Handling Client Retention Escalation Management CRM Systems Cross functional Coordination Data Entry

Bank Teller & Customer Rep

Jaiz Bank Plc

Aug 2018 - Oct 2019 (1 year 2 months)

Processed high volumes of daily customer transactions accurately and efficiently, maintaining zero-error service. Educated customers on products and services while delivering professional support under pressure in a fast-paced banking environment.

Transaction Processing Customer Education Written Communication Time Management Customer Support

Sales & Customer Service

Super Gorgeous Cosmetics

Apr 2016 - Nov 2016 (7 months)

Delivered face-to-face and telephone customer service by handling inquiries and resolving purchase issues. Operated POS systems and maintained accurate transaction and inventory records.

POS systems Customer Support Complaint Resolution Telephone Customer Service Transaction recording Inventory Management Data Entry Sales Support