Customer Experience Specialist with Banking Background
Resume:
KOGBARA LEZOR PAMELA
***********@*****.**.**
Personal Profile
Customer-focused Banking and Administrative Professional with over 15 years’ experience delivering exceptional service across face-to-face, telephony and digital channels. Adept at resolving customer queries, supporting financial transactions, guiding customers through digital banking tools and promoting a positive, compliant banking experience. Strong background working in high-pressure environments within the Central Bank of Nigeria. Known for relationship-building, problem-solving and maintaining a high standard of accuracy and risk awareness. Seeking to bring these strengths to your company as a Customer Experience Advisor.
Core Competencies
Face-to-Face & Telephony Customer Service
Cash Handling & Transaction Support
Digital Banking Assistance & Troubleshooting
Fraud & Scam Awareness
Customer Issue Resolution
Risk & Compliance Awareness
Relationship Building & Empathy
Multitasking in Fast-Paced Environments
Strong Communication & Listening Skills
Accurate Documentation & Record Handling
Employment History
Warehouse Operative
Major Recruitment Ltd, Bradford, UK
March 2024 – Till Date
• Picked and packed single/multiple orders accurately using picking sheets and handheld scanners.
• Prepared items for dispatch while meeting daily productivity and quality targets.
• Collaborated with team members to meet performance goals.
• Communicated order statuses professionally to internal teams.
• Assisted with unloading deliveries and ensured proper storage.
• Reported discrepancies and maintained accuracy in documentation.
• Supported administrative warehouse tasks and ensured a clean and compliant working environment.
Customer Service Advisor / Banking Operations Specialist
Central Bank of Nigeria
Jan 2016 – Dec 2024
Delivered high-quality customer support across multiple banking departments, resolving enquiries on payments, transfers, account issues and documentation.
Acted as a trusted first point of contact for internal and external customers, providing clear guidance and accurate information.
Supported customers using digital and electronic payment systems by providing step-by-step assistance and troubleshooting.
Ensured strict compliance with banking regulations, risk frameworks and operational guidelines.
Led and supervised a team of 30 staff, promoting an excellent service culture and ensuring consistent achievement of performance targets.
Identified service improvement opportunities and contributed to process enhancements to improve customer experience.
Office Administrator
National Collateral Registry / Central Bank of Nigeria
Jan 2010 – Dec 2015
Delivered consistent front-of-house support, welcoming customers and visitors, handling enquiries, and ensuring smooth branch operations.
Assisted customers in using digital platforms, providing guidance on online services, helping with registrations, troubleshooting issues, and improving their confidence in technology.
Supported accurate record management by maintaining precise documentation, ensuring compliance with internal policies, and managing sensitive data securely.
Collaborated with internal teams to streamline processes, reduce waiting times, and enhance overall customer experience.
Education
MSc Applied Project Management – University of West London, UK 2014 – 2015
MBA Business Administration – Nasarawa State University, Nigeria 2011 – 2014
BSc Marketing – University of Uyo, Akwa Ibom State Nigeria 1998 – 2005
Certifications & Training
Customer Service Excellence Training
Fraud Awareness & Risk Management
Banking Operations & Digital Payment Systems
Records & Administrative Management Certificate
References
Available on request.
Contact this candidate