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Mohammed Hamidu

@mohammedhamidu

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Customer support professional at First Bank of Nigeria Ltd. who reduced customer complaints by over 75%.

Nigeria

Message

At First Bank of Nigeria Ltd., I handled customer service operations across multiple channels, resolved complaints, and supported customer onboarding. As a Customer Service Officer, I reduced complaints by over 75% by optimizing issue resolution processes using CRM Dynamics 365.

I also increased customer satisfaction by 75% through proactive engagement and personalized solutions. Earlier, at American International Insurance Company, I provided financial advice and support that increased client satisfaction by 45%.

Experience

Work history, roles, and key accomplishments

Head, Non-Financial Transactions

First Bank of Nigeria Ltd.

May 2023 - Dec 2025 (2 years 7 months)

Managed comprehensive customer service operations, handling account maintenance and customer data updates. Served as primary liaison for complaints, achieving swift resolution and maintaining service excellence.

Customer Service Complaint Management Cross Functional Collaboration Documentation Process Improvement Onboarding

Head, Financial Transactions & Customer Operations

First Bank of Nigeria Ltd.

Apr 2022 - May 2023 (1 year 1 month)

Oversaw transaction processing operations, managed salary payments and international payments, and ensured compliance with policies. Collaborated with departments to resolve issues and maintain operational efficiency.

Transaction Processing Payment Processing Reconciliations Compliance Customer Service Cross Functional Collaboration

Customer Service Officer

First Bank of Nigeria Ltd.

Oct 2017 - Apr 2022 (4 years 6 months)

Reduced customer complaints by over 75% using CRM Dynamics 365 and provided multi-channel support. Processed transactions with 100% accuracy and increased customer satisfaction by 75% through proactive engagement.

Dynamics 365 CRM Multichannel Support Complaint Resolution Transaction Processing Cross Selling Documentation Compliance

Sales Development Representative/Finance Advisor

American International Insurance Company

Jan 2016 - Dec 2017 (1 year 11 months)

Maintained customer data in CRM and provided timely responses to inquiries. Delivered tailored financial advice, increasing client satisfaction by 45%, and generated new business through inbound and outbound engagement.

CRM Customer Engagement Financial Advisory Lead Generation Cross Functional Collaboration Training