Oseremen Osehon
@oseremenosehon
Customer Experience specialist driving measurable satisfaction, SLA compliance, and retention in fintech and banking.
NigeriaWhat I'm looking for
I am a Customer Experience specialist with over six years supporting global fintech, SaaS, and banking clients across Africa and Europe. I combine empathy with operational rigor to deliver seamless chat, email, and voice support.
My work centers on troubleshooting payments and API integrations, managing CRM platforms like Zendesk and Salesforce, and turning product feedback into actionable improvements. I partner closely with Engineering and Product teams to resolve user-impacting issues.
As a supervisor I led a 12-person multilingual team, raised First Contact Resolution from 74% to 90%, and lifted NPS from -2 to +13 through targeted training and workflow changes. Recently I improved customer satisfaction scores from 75% to 96%+ and ensured 100% SLA adherence.
I seek to apply my customer onboarding, knowledge-base optimization, and data-driven problem-solving skills to help product and support teams increase adoption, reduce escalations, and deliver consistent, measurable service improvements.
Experience
Work history, roles, and key accomplishments
Customer Service Associate
AZA Finance
Jul 2024 - Present (1 year 4 months)
Delivered multichannel customer support for fintech clients across Africa and Europe, resolving payment and KYC issues to maintain 100% SLA adherence and reduce escalations by 25%. Improved customer satisfaction from 75% to 96%+ and partnered with engineering to troubleshoot API integration errors.
Events Coordinator
IDP Education
Apr 2022 - Jul 2024 (2 years 3 months)
Managed engagement and event support for 2,000+ international education clients across Nigeria, Ghana, and Kenya, improving event attendance by 30% through multilingual campaigns and digital support. Analyzed feedback to streamline service delivery and boost conversion metrics.
Customer Support Supervisor
Sterling Bank Plc
Nov 2015 - Dec 2020 (5 years 1 month)
Supervised a 12-member multilingual support team, raising First Contact Resolution from 74% to 90% and improving NPS from -2 to +13 by implementing escalation workflows and training. Deployed omnichannel platforms to support 24/7 operations and reduced email response time to under 2 hours.
Education
Degrees, certifications, and relevant coursework
UIUniversity of Ilorin
Bachelor of Science, Sociology
Completed a Bachelor of Science in Sociology at the University of Ilorin, graduating in 2013.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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