Open to opportunities

Naomi Mbakwe

@naomimbakwe

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Customer experience and administrative officer skilled in client onboarding, support, and office operations.

Nigeria

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What I'm looking for

I am looking for a role where I can improve customer satisfaction and operational efficiency, leverage CRM expertise, and grow into leadership responsibilities within a collaborative, compliant organization.

I am a customer experience and administrative professional with extensive experience in banking, oil & gas, and education technology environments. I consistently deliver excellent client support, streamline administrative processes, and improve team productivity.

My background includes roles at Guaranty Trust Bank, Access Bank, Spring Sea Marine Energy, and Hackademia Tech Institute, where I managed customer inquiries, CRM records, and operational logistics. I have a proven record of resolving high volumes of customer issues and implementing retention strategies.

I hold certifications in QHSES leadership, customer service communication strategies, AI-augmented professional skills, Google Digital Skills for Africa, IT support training, and Zendesk. I am proficient with CRM systems (Zoho, Microsoft 365 CRM, Zendesk), Microsoft 365, and transcription tools.

I seek to leverage my strong interpersonal, organizational, and problem-solving skills to support teams in improving customer satisfaction, operational efficiency, and compliance while contributing to measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Specialist

Current

Hackademia Tech Institute

Jan 2025 - Present (11 months)

Onboarded and supported students through enrollment, payments and course access, implemented retention strategies, and gathered feedback to improve course experience and reduce churn.

Customer Onboarding Customer Support CRM Live Chat Support Email Support

Administrative Officer

Spring Sea Marine Energy

Jan 2023 - Dec 2024 (1 year 11 months)

Managed daily office operations and administrative reporting, coordinated project logistics for marine energy and oil & gas projects, and maintained CRM records to resolve customer issues.

Office Administration Project Coordination CRM Records Management Customer Service Reporting

Transcriptionist

SIGMA.AI S.L.U

Oct 2022 - Jan 2023 (3 months)

Produced accurate transcriptions of audio and video using Loft 2.0, reviewed and edited speech-recognition outputs to ensure consistency and quality for remote clients.

Transcription Audio Editing Quality Assurance Loft 2.0 Remote Work Attention To Detail LOFT 2.0

Customer Experience Personnel

Guaranty Trust Bank

May 2018 - May 2022 (4 years)

Resolved 70+ customer issues per shift via calls, email and chat, contributing to a ~10% monthly team productivity increase and helping the bank maintain leading customer service ratings.

Customer Service CRM Data Entry MS Excel Database Management

Administrative Officer

Access Bank Plc

Mar 2017 - Mar 2018 (1 year)

Documented administrative processes, managed office inventory and customer account uploads, and produced reports on outstanding customer documents and stock-taking.

Office Administration Records Management Inventory Control Report Writing Customer Onboarding Compliance

Marketing Executive

Greensky Tours Limited

Sep 2015 - Feb 2017 (1 year 5 months)

Planned and executed marketing campaigns for aviation clients, coordinated promotions and trade shows, and managed flight booking services to achieve client revenue goals.

Marketing Campaigns Client Servicing Campaign Optimization Event Coordination Sales Customer Relationship Management

Education

Degrees, certifications, and relevant coursework

University of Lagos

Bachelor of Science, Marine Biology

2009 - 2014

Grade: Second Class Upper Division

Completed a Bachelor of Science in Marine Biology, graduating with Second Class Upper Division and coursework focused on marine ecosystems and biological sciences.