Rebecca A.
Mid-Level Banking Customer Service Representative
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Rebecca A. is an accomplished Customer Service Representative with over two years of hands-on experience in the banking industry, primarily at Zenith Bank PLC in Lagos. She has managed daily service operations across several banking channels—including in-branch, digital, and customer care—demonstrating a strong command of KYC compliance and client interaction within financial services. Rebecca notably resolved 95% of customer issues on first contact, reducing escalations and enhancing service level efficiency. Her expertise spans core banking systems such as FLEXCUBE and OBBRN, along with regulatory compliance and financial product expertise. Rebecca has contributed to staff onboarding and supported workflows tied to operational accuracy. Beyond banking, she has also created impactful content for leadership development initiatives in the non-profit sector, emphasizing her versatility and strong problem resolution capabilities.
Experience
Customer Service Representative – Team Lead
Zenith Bank PLC · 2022 — PresentManaged daily customer service operations across various banking channels, including in-branch, digital, and customer care, while ensuring high service quality and compliance. Effectively tackled customer inquiries and transaction issues, achieving a significant resolution rate at the first point of contact. Acted as a liaison between customers and internal departments to facilitate accurate issue resolution and smooth service delivery. Provided support and onboarding for new team members regarding FLEXCUBE and OBBRN workflows.Contributing Writer
Excel Leadership Impact Network Africa · 2018 — 2020Produced and refined written content aimed at supporting leadership development initiatives. Coordinated with volunteer teams to ensure editorial deadlines were met without compromising content quality. Conducted thorough proofreading and reviews to achieve clarity and consistency in published materials, demonstrating strong attention to detail and time management.
Skills & Expertise
Education
- Masters - Business AdministrationAjayi Crowther University · 2024 — Present
- BSc - EconomicsFederal University of Agriculture · 2016 — 2021
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