Nosirat O.
Mid-Level Customer Service Specialist
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About
Nosirat M. is a seasoned Customer Service & Customer Experience Professional with over three years of experience, specializing in high-volume, multi-channel support within the banking and Fintech environments in Lagos. She manages 80-100 customer interactions daily, adeptly resolves complex issues, and maintains a 95%+ customer satisfaction rate. Her expertise in customer onboarding, digital adoption, and complaint resolution is complemented by a strong adherence to compliance and confidentiality standards. A former Finance Officer, Nosirat improved financial reporting accuracy by 30% and reduced complaint rates by 25%. At Maple Pay Exchange, she improved complex issue turnaround times by 30% through effective collaboration with compliance and technical teams. Proficient in tools such as Microsoft Excel, CRM Systems, and Zendesk, she is skilled in optimizing service workflows and ensuring seamless customer experiences.
Experience
CUSTOMER SERVICE & ADMIN SPECIALIST
Maple Pay Exchange · 2026 — 2026Handled 60–80 daily customer interactions through live chat, email, and messaging platforms, addressing inquiries regarding transactions, account access, and payment confirmations while upholding high service standards. Resolved transaction-related complaints by investigating issues, escalating complex cases to the technical team, and ensuring timely follow-ups. Maintained adherence to company policies, AML awareness, and data confidentiality when managing sensitive customer and transaction information. Provided insightful feedback on customer interactions to enhance service quality and response accuracy. Collaborated with Compliance, Operations, and Technical teams to address escalated payment and verification issues.CUSTOMER SERVICE REPRESENTATIVE
Access Bank Plc · 2023 — 2025Delivered comprehensive customer support across 80–100 daily interactions via calls, email, and live chat, consistently achieving 95%+ customer satisfaction. Assisted in customer onboarding and promoted the adoption of digital banking platforms, contributing to a significant increase in usage. Listened to customer concerns to diagnose issues and provide tailored, first-contact resolutions. Documented over 1,000 customer interactions monthly using CRM tools, which contributed to a noticeable reduction in repeat complaints. Escalated complex service issues, monitored progress, and ensured timely resolutions and follow-ups. Adhered strictly to SLAs, compliance standards, and data confidentiality requirements.FINANCE OFFICER
Trolub Women Socio-Economic Involvement Initiative · 2021 — 2022Implemented digital financial tracking systems that enhanced reporting accuracy and minimized delays. Offered financial counselling to over 100 beneficiaries on areas such as budgeting and fund utilization. Prepared financial records and documentation to promote transparency and accountability. Trained and supervised three junior staff, resulting in decreased data entry errors and improved workflow efficiency. Supported program operations through meticulous financial documentation and compliance monitoring.INDUSTRIAL TRAINING STUDENT
Olabisi Onabanjo University Teaching Hospital · 2019 — 2019Engaged in a data analytics simulation that involved data cleaning and fraud analytics, along with dashboard development. Created a Tableau dashboard to enhance clarity of operational insights while significantly reducing analysis time. Conducted data analysis to pinpoint key trends and performance drivers. Compiled a succinct business report summarizing insights for leadership evaluation.
Skills & Expertise
Education
- Bachelor of Science (B.Sc.) - Home & Hotel ManagementOlabisi Onabanjo University · — — 2021
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