Emmanuel Israel
@emmanuelisrael
I improve banking service quality, recover escalated cases, and strengthen operational processes.
NigeriaWhat I'm looking for
I've supported service quality and customer recovery at First Bank Nigeria, monitoring delivery standards across customer care, investment handling, and documentation units. I developed SOPs, prepared management reports, and resolved escalated complaints while maintaining customer satisfaction standards.
At Zenith Hill City Ltd., I coordinate daily operations, documentation, workflows, and reporting while applying banking quality assurance discipline to identify process gaps. I also direct strategic and operational activities for City Inter-Global Services as an independent side venture.
My background spans banking operations, customer support, fleet operations, compliance monitoring, and service delivery. I'm focused on structured processes, clear stakeholder communication, and reliable customer outcomes in remote operations, quality assurance, or customer experience work.
Experience
Work history, roles, and key accomplishments
Operations Specialist
Zenith Hill City Ltd.
Sep 2025 - Present (11 months)
Supports day-to-day operational activities, coordinating documentation and workflow across teams to maintain service continuity. Applies quality assurance discipline to monitor operational accuracy and flag process gaps.
Managing Partner
City Inter-Global Services
Jan 2019 - Present (7 years 7 months)
Directs strategic and operational activities to improve organizational performance as a side venture. Develops operational procedures and service delivery strategies.
Quality Assurance Specialist & Service Recovery Officer
First Bank Nigeria
Jan 2024 - Sep 2025 (1 year 8 months)
Monitored and evaluated service delivery standards across customer care, investment handling, and documentation units. Developed and updated Standard Operating Procedures (SOPs) to improve workflow efficiency and reduce service errors.
Customer Service Support
First Bank Nigeria
Mar 2022 - Dec 2023 (1 year 9 months)
Delivered frontline banking support, handling account inquiries, transactions, and service requests. Educated customers on banking products and digital channels, supporting adoption and reducing repeat inquiries.
Fleet Executive/Operations Manager
Turnlink Investment and Service Limited
Jul 2019 - Jan 2022 (2 years 6 months)
Coordinated daily fleet operations to support uninterrupted business activities. Managed vehicle scheduling, maintenance processes, and operational documentation.
Customer Service Representative
Access Bank Nigeria
Aug 2019 - Aug 2019 (0 months)
Handled customer inquiries and resolved service-related complaints professionally. Educated customers on banking products and services.
Education
Degrees, certifications, and relevant coursework
Federal University of Agriculture, Abeokuta
Bachelor of Agriculture, Agricultural Economics
2012 - 2018
Bachelor of Agriculture in Agricultural Economics from the Federal University of Agriculture, Abeokuta, from 2012 to 2018.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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