Nosirat Ogunbona

Customer-focused Customer Service and Customer Experience professional with over 3 years of experience delivering high-volume, multi-channel support within a tier-1 banking and Fintech environment. Proven ability to manage 80 - 100 daily customer interactions, resolve complex service issues, and maintain 95%+ customer satisfaction across calls, chat, and email. Strong track record of improving customer onboarding, digital adoption, record accuracy, and complaint resolution workflows, with a collaborative mindset suited to fast-paced, regulated, and remote-ready environments.

Customer Service & Admin Specialist at Maple Pay Exchange (2026-02 – 2026-08)

• Managed 60–80 daily customer interactions via live chat, email, and messaging platforms, resolving inquiries related to transactions, account access, and payment confirmations while maintaining high service standards.
• Investigated and resolved transaction-related complaints, escalating complex cases to the technical team and ensuring timely follow up until resolution.
• Maintained compliance with company policies, AML awareness, and data confidentiality standards while handling sensitive customer and transaction information.
• Provided actionable feedback and recommendations on customer interactions, helping enhance service quality, response accuracy, and customer satisfaction.
• Collaborated with Compliance, Operations, and Technical teams to resolve escalated payment and verification issues, contributing to a 30% improvement in turnaround time for complex customer cases.

Customer Service Representative at Access Bank Plc (2023-02 – 2025-12)

• Delivered end-to-end customer support across 80–100 daily interactions via calls, email, and live chat while maintaining 95%+ customer satisfaction.
• Helped customer onboarding and adoption of digital banking platforms, driving a 30% increase in usage across supported segments.
• Actively listened to customer concerns to diagnose issues, clarify needs, and provide tailored, first-contact resolutions.
• Reviewed and documented 1,000+ customer interactions monthly using CRM tools, contributing to a 25% reduction in repeat complaints.
• Escalated complex service issues to relevant teams, tracked progress, and ensured timely resolution and follow-up.
• Maintained strict adherence to SLAs, compliance standards, and data confidentiality requirements in both onsite and remote settings.

Finance Officer at Trolub Women Socio-Economic Involvement Initiative (2021-07 – 2022-11)

• Implemented digital financial tracking systems, improving reporting accuracy by 30% and reducing delays by 25%.
• Provided financial counselling to 100+ beneficiaries on budgeting, risk management, and fund utilization.
• Prepared financial records, reports, and documentation to support transparency and accountability.
• Trained and supervised 3 junior staff, reducing data entry errors by 40% and improving workflow efficiency.
• Supported programme operations through accurate financial documentation and compliance monitoring.

Industrial Training Student at Olabisi Onabanjo University Teaching Hospital (2019-06 – 2019-11)

• Completed a data analytics simulation involving data cleaning, fraud analytics, and dashboard development.
• Built a Tableau dashboard that improved clarity of operational insights and reduced analysis time by 50%.
• Analyzed datasets to identify key trends and performance drivers.
• Prepared a concise business report summarizing insights for leadership review.

Bachelor of Science (B.Sc.) in Home & Hotel Management – Olabisi Onabanjo University (2021)