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Mary Ojo

@maryojo

Banking operations professional at Zenith Bank who prevented ₦10M+ in fraudulent transactions.

At Zenith Bank Plc, I prevented ₦10M+ in fraudulent transactions through KYC enforcement, transaction monitoring, and fraud risk controls. I opened and managed 1,500+ retail and SME accounts in compliance with CBN and KYC requirements.

I also achieved 98% first-contact resolution on disputes and escalations, reducing compliance-related complaints by 30%. Previously, at Fibernet Broadband Ltd, I supported customers across voice, email, and social media, contributing to an 87% customer satisfaction score.

Experience

Work history, roles, and key accomplishments

Customer Service & Operations Officer

Zenith Bank Plc

Jan 2022 - Aug 2026 (4 years 7 months)

Prevented ₦10M+ in fraudulent transactions through rigorous KYC enforcement and transaction monitoring. Opened and managed 1,500+ retail and SME accounts with 100% CBN and KYC compliance, achieving 98% first-contact resolution on disputes.

KYC AML Fraud Prevention Regulatory Compliance CBN Internal Controls Operational Risk Dispute Resolution CRM Digital Banking Microsoft Office Excel Team Leadership

Customer Service Representative

Fibernet Broadband Ltd

Jan 2021 - Jan 2022 (1 year)

Managed 100+ daily customer interactions across voice, email, and social media channels. Achieved 87% customer satisfaction and increased client engagement by 40% through effective support.

Customer Service Communication Skills Social Media Email Support Issue Resolution Documentation