Okoya Mariam

Mariam I. Okoya 8 Samuel Adikamkwu Street, Even Estate, Badore-Ajah, Lagos - |- Service and Experience Management Executive | Operations Officer Professional Summary A strategic Service and Experience Management Executive with over 5 years of robust experience in operations, customer service, HR processes, and administrative management. Proficient in spearheading service excellence programs, operational process improvements, talent management, and cross-functional collaboration. Adept at streamlining workflows, resolving bottlenecks, elevating customer satisfaction, and driving business growth through efficient back-end and front-end coordination. Committed to delivering top-tier performance, fostering team empowerment, and ensuring continuous organizational success. Core Competencies • Operations Management & Process Improvement​ • Customer Service Excellence & Retention​ • Account Opening, Payments & Reconciliation​ • Loan Restructuring & Debit Card Processing​ • Talent Sourcing, on-boarding & Performance Management​ • Training, Employee Development & Succession Planning​ • Employee Engagement & HR Support​ • Data Reporting & CRM Management​ • Diversity, Equity & Inclusion Support​ • Cross-Functional Team Collaboration Professional Experience Page Financials Service and Experience Management Executive | 2019 – Present • Spearhead quality assurance and service improvement programs, resulting in a 20% reduction in customer complaints.​ • Lead operational functions: account opening, payment confirmation, loan part liquidation, debit card requests, and account reconciliations.​ • Mentor and manage internal and external correspondences, ensuring customer acknowledgment and feedback within 2 hours.​ • Collate monthly CBN reports and root cause analyses submitted to compliance units, driving corrective actions.​ • Prepare memos, approvals, and reports addressing exceptional customer issues, achieving a 15% increase in customer retention.​ • Onboard new staff members and verify employment statuses, seamlessly blending operations and HR responsibilities.​ • Collaborate cross-functionally using ticketing systems to address issues and improve operational efficiency. Microfix Nigeria Limited Operations / HR Officer (Part Time) | 2013 – 2017 • Assisted with job postings, candidate sourcing, interviews, and on boarding new hires.​ • Supported performance evaluation processes, including goal setting, feedback, and development planning.​ • Coordinated employee training programs, workshops, and conferences to enhance skills and knowledge.​ • Identified and prepared future officers for key roles through succession planning efforts.​ • Drove employee engagement initiatives such as recognition programs, team-building activities, and staff events.​ • Collaborated in promoting diversity, equity, and inclusion through training and recruitment initiatives.​ • Managed customer support inquiries, documentation, and resolution within CRM platforms. Ste Yafrib International, Benin Republic Operations Officer / Administrative Assistant (Freelance) | 2012 • Managed office inventory by restocking supplies and placing purchase orders to ensure adequate stock levels.​ • Scheduled office meetings, client appointments, and coordinated program logistics and event dispatch.​ • Handled employment verification of former staff, providing critical operational and administrative support.​ • Monitored and maintained calendar schedules for executives.​ • Designed content plans to maintain engagement and organizational visibility. Education Obafemi Awolowo University, Ile-Ife​ B.Sc. Public Administration, 2017 University of Lagos, Lagos​ Master of Industrial and Labour Relations (MILR), In Progress (2025) Certifications • ACIPM (2025) in view • Corporate Ethics & Human Relations – Megarich Networks & Consults, Oct 2011 • Strategic Customer Service & Relationship Management Excellence – Flaircom, May 2021 • Executive Administration, Project & Client Management – The Assistants Hive, Sept 2024 • Achieving Excellence in Customer Service – Kennedia Consulting, March 2025 Technical Skills • Microsoft Office Suite (Word, Excel, PowerPoint)​ • CRM Tools (e.g., Salesforce, Zoho CRM)​ • Ticketing Systems (e.g., Zendesk, Freshdesk)​ • Data Entry, Analysis & Reporting Tools​ Key Attributes • Strong Analytical & Problem-Solving Skills​ • Exceptional Communication & Collaboration​ • Adaptable, Resilient & Detail-Oriented​ • Results-Driven with a Commitment to Excellence​ • Passionate About Continuous Learning & Growth References Available upon request