Open to opportunities

Oseremi Topah-Mayaki

@oseremitopah-mayaki

Message

I resolve banking customer issues and improve service operations.

Nigeria

Message

What I'm looking for

I'm looking for a customer-focused banking or financial services role where I can resolve complex client issues, improve service operations, build lasting relationships, and contribute to business growth.

At Access Bank, I resolve customer inquiries across voice, chat, and email while supporting digital banking products, complaint resolution, and revenue through cross-selling.

I developed a proactive escalation framework that reduced complaint resolution time by 25% and earned formal recognition as a top performer. I also organize team training to close knowledge gaps and improve productivity.

Previously at Leadway Assurance, I evaluated client financial portfolios, provided financial guidance, and introduced onboarding and portfolio frameworks that improved satisfaction, policy conversion, risk mitigation, and cross-selling opportunities.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Representative

Current

Access Bank

Nov 2022 - Present (3 years 9 months)

Developed and implemented a proactive escalation framework that reduced complaint resolution time by 25% and elevated customer satisfaction scores. Provided knowledgeable answers to customer inquiries and ensured timely resolution of complaints while adhering to SLAs.

Customer Support Complaint Resolution Cross Selling Upselling CRM Microsoft Office Google Workspace

Financial Analyst

Leadway Assurance Company

Nov 2020 - Jun 2022 (1 year 7 months)

Developed and implemented a streamlined client onboarding process, increasing client satisfaction by 25% and boosting policy conversion rates by 10%. Introduced a financial portfolio evaluation framework that improved risk mitigation strategies and led to a 15% rise in cross-selling opportunities.

Financial Analysis Client Onboarding Risk Mitigation Cross Selling Client Relationship Management

NYSC Department of Cultural Industrial Heritage

Federal Ministry of Information and Culture

Dec 2019 - Oct 2020 (10 months)

Promoted and documented Nigerian cultural heritage through research and publications. Handled file dispatch and documentation efficiently to ensure seamless operations.

Research Documentation File Management

Gallery Assistant

Nike Art Gallery

Jun 2017 - Aug 2017 (2 months)

Assisted in administrative and creative tasks, including exhibit setup and dismantling. Coordinated communication with visitors and external stakeholders during events.

Administrative Support Event Coordination