Nmesoma Okeke
@nmesomaokeke
Customer Service Specialist with 3+ years' banking experience improving CSAT and ensuring regulatory-compliant solutions.
NigeriaWhat I'm looking for
I am a highly motivated Customer Service Specialist with over three years of experience in banking and administrative roles, known for resolving high-volume client interactions and improving customer satisfaction. At Access Bank I reduced average resolution time by 20% and consistently surpassed First-Time Resolution and CSAT targets while ensuring KYC/AML compliance.
I have onboarded 123+ clients, reduced complaints by 20%, and improved data accuracy through process improvements. I manage CRM systems, email and ticket resolution, and support loan applications; I seek to bring this customer-focused, detail-oriented approach to a growth-oriented banking or fintech team.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Access Bank Plc
Mar 2024 - Present (1 year 7 months)
Resolved inbound and outbound customer issues for mobile banking and account queries, improving average resolution time by 20% and surpassing FTR and CSAT targets. Conducted KYC/AML due diligence and handled PL2/PL3 escalated emails while supporting loan application processing.
Assistant Admin Officer
Maxbe Solution Outlet
Jan 2020 - Jan 2022 (2 years)
Processed daily invoices and financial transactions with 100% accuracy, identified and corrected discrepancies, and improved data documentation systems to minimize errors.
Sales & Relationship Officer
Keystone Bank Plc
Jan 2023 - Present (2 years 9 months)
Advised customers on savings, credit, and mortgage products and onboarded 123+ new clients, contributing to branch growth and reducing client complaints by 20% through proactive service and support.
Customer Service Officer
Jordan Diagnosis Services
Jan 2022 - Present (3 years 9 months)
Welcomed and registered patients, ensuring 100% accuracy in data entry and reducing documentation errors by 75% while maintaining professional and confidential handling of patient information.
Education
Degrees, certifications, and relevant coursework
NUNnamdi Azikiwe University
Bachelor of Science, Cooperative Economics and Management
Completed a Bachelor of Science in Cooperative Economics and Management at Nnamdi Azikiwe University, graduating in 2021.
Fountain of Knowledge Model Secondary School
Senior School Certificate (WAEC), General Secondary Education
Obtained the Senior School Certificate (WAEC) from Fountain of Knowledge Model Secondary School in 2015.
National Youth Service Corps (NYSC) - Jordan Diagnosis Services
National Youth Service Corps (NYSC), Customer Service
2022 -
Completed mandatory NYSC placement at Jordan Diagnosis Services in Delta State in 2022, performing customer service duties and ensuring accurate patient data entry.
AAALX Africa
Certified Virtual Assistant, Virtual Assistance
2025 -
Completed the Certified Virtual Assistant program through ALX Africa in 2025.
Flame Academy & Keystone Bank
Strategic Retail Banking Training, Retail Banking
2023 -
Completed Strategic Retail Banking training with Flame Academy and Keystone Bank in 2023.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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