Okoya Mariam

I am a results-driven Service and Experience Management Executive with over five years of professional experience spanning customer service, operations, human resources, and administrative management. Throughout my career, I have demonstrated a strong ability to drive service excellence, streamline processes, and deliver impactful business outcomes by combining strategic thinking with hands-on execution.

In my current role at Page Financials, I have led quality assurance initiatives and operational process improvements that resulted in a 20% reduction in customer complaints and a 15% increase in retention. I manage critical backend functions such as account opening, loan processing, reconciliations, and customer correspondences—all with a strong commitment to timeliness and accuracy. My dual experience in customer experience and HR operations makes me an adaptable professional capable of supporting both internal teams and external clients effectively.

I bring a broad set of competencies that include customer service excellence, process optimization, talent onboarding, data reporting, and CRM management. My experience extends to preparing compliance reports, coordinating cross-functional teams, mentoring staff, and using ticketing systems to ensure prompt resolution of service issues. I am well-versed in tools such as Microsoft Office Suite,Zoho CRM, and Freshdesk.

What sets me apart is my ability to work across diverse functions with efficiency and empathy. I approach challenges with analytical thinking and a solutions-focused mindset, which enables me to resolve bottlenecks and improve operational flow. I’m also passionate about learning and development, both for myself and others, often taking the lead in training initiatives, employee engagement programs, and succession planning efforts.

I hold a B.Sc. in Public Administration from Obafemi Awolowo University and am currently pursuing a Masters in Industrial and Labor Relations at the University of Lagos. I am also an aspiring Associate member of the Chartered Institute of Personnel Management (ACIPM).

I thrive in dynamic environments where collaboration, innovation, and customer satisfaction are prioritized. As someone who values integrity, excellence, and continuous improvement, I aim to be a key contributor to organizational growth and long-term success. Whether supporting internal operations or driving customer-focused initiatives, I bring dedication, skill, and a commitment to making a measurable difference.