Summary
Overview
Work history
Education
Skills
Certification
Timeline
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SOPHIE OKONKWO

Bashorun ,Sangotedo, Ajah

Summary

An analytical and customer-focused professional with over 7 years of experience across customer service, banking operations, and AI evaluation. Skilled in data analysis, customer engagement, trend identification and service optimization. Adept at working with people and data to drive insights and deliver value. Passionate about using technology and analysis to improve customer satisfaction and business outcomes.

Overview

8
8
years of professional experience
1
1
Certification

Work history

Freelance AI Evaluator

Confidential Tech Company (Remote)
01.2025 - Current
  • Evaluate outputs from AI systems to assess quality, relevance, and accuracy.
  • Analyze user behavior and provide structured feedback to improve algorithm performance.
  • Collaborate remotely with product teams to ensure AI models align with user expectations and ethical standards.
  • Contribute to the development of more human-aligned AI tools through structured data review and annotation.

Customer Experience Management Personnel

Sterling Bank, Nigeria
Lagos
02.2020 - 08.2024
  • Handled inquiries and dispute resolution for a wide range of customer accounts.
  • Onboarded new customers and introduced them to suitable financial products and services.
  • Monitored accounts for fraud indicators and advised customers accordingly.
  • Issued debit and credit cards to customers.
  • Conducted internal reporting based on customer feedback and interaction trends.
  • Carried out day-to-day duties accurately and efficiently.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.

Universal teller

Sterling Bank, Nigeria
Lagos
06.2017 - 02.2020
  • Performed daily financial transactions including cash management and foreign currency handling.
  • Balanced teller drawers and ATMs while maintaining accuracy and compliance.
  • Processed Remita payments and responded to account inquiries.
  • Delivered prompt and courteous service to over 100 customers daily.
  • Issued certified cheques to serve customer needs.
  • Processed wire transfers or issued traveller's checks resulting in diverse service offerings.
  • Identified counterfeit bills by using detection devices; safeguarded bank's assets.

Education

Bachelor of Science - Political Science and Public Administration

University of Benin
Benin City, Nigeria
/2011 - /2015

Senior School Certificate Examination -

Queen's College
Yaba
/2004 - /2010

Skills

  • Communication and Interpersonal skills
  • Data Analysis and interpretation
  • Conflict Resolution and Problem Solving
  • Customer Relationship Management
  • Time Management and Organization
  • AI Evaluation and Product Feedback
  • Microsoft Excel, Power BI (basic), SQL (beginner)
  • Critical Thinking and Attention to Detail

Certification

  • Data Analytics- Quantum Analytics (2023)
  • Human Resource Management- International Business Management Institute (2021)

Timeline

Freelance AI Evaluator

Confidential Tech Company (Remote)
01.2025 - Current

Customer Experience Management Personnel

Sterling Bank, Nigeria
02.2020 - 08.2024

Universal teller

Sterling Bank, Nigeria
06.2017 - 02.2020

Bachelor of Science - Political Science and Public Administration

University of Benin
/2011 - /2015

Senior School Certificate Examination -

Queen's College
/2004 - /2010

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SOPHIE OKONKWO