Open to opportunities

Rebecca Dupe Arowosegbe

@rebeccadupearowosegb

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Customer Experience specialist delivering empathetic support, retention, and high CSAT.

Nigeria

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What I'm looking for

I’m looking for a customer-focused role where I can own case resolution, maintain strong CSAT, and improve processes through customer insights. I want a team that values empathy, escalation management, and cross-functional collaboration.

I’m a Customer Experience and Support professional with 5+ years supporting B2B and B2C customers across e-commerce, banking, fintech, and education. I combine empathy, ownership, and practical problem-solving to improve customer satisfaction, retention, and operational efficiency in remote environments.

In my current role as a Customer Experience Specialist, I deliver personalized support across email and chat while managing 60+ customer interactions daily and maintaining a 95% CSAT. I own the end-to-end order lifecycle—handling order placement, billing, shipping, delivery, returns, replacements, and post-purchase support—and I resolve complex cases from first contact through to resolution.

Previously, I worked as a Customer Service Executive, building strong client relationships through responsive, proactive communication. I documented and tracked customer interactions in CRM, gathered feedback, and collaborated with internal teams to address recurring service issues and improve the overall customer experience.

Earlier, as a Customer Support Specialist at a bank, I achieved a 90% first-contact resolution rate while handling high-volume enquiries and guiding customers through account opening and digital banking enrollment. Across roles, I stay focused on escalation management, SLA-driven service, accurate records, and cross-functional collaboration to turn challenging situations into positive outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

De Négoce

Jun 2025 - Present (1 year 1 month)

Delivered personalized customer support across email and chat, managing 60+ interactions daily while maintaining a 95% CSAT and meeting service-level targets. Owned the customer experience across the order lifecycle, including order processing and delivery exceptions, using Shopify and ShipStation and partnering to resolve issues with empathy.

Customer Experience Customer Support Customer Success Customer Management Customer Satisfaction Order Management Account Management Customer Onboarding SLA Management Email Support Chat Phone Support Process Improvement Cross Functional Collaboration Shopify ShipStation Delivery Exception Resolution

Customer Service Executive

Zedcrest Wealth

Apr 2024 - Jun 2025 (1 year 2 months)

Provided empathetic, personalized customer support and built client relationships through responsive and proactive communication. Documented enquiries and resolutions in CRM, gathered customer feedback to identify recurring service issues, and collaborated with Finance, Treasury, and Marketing to resolve customer requests while supporting accurate transaction verification and compliance.

Customer Service CRM Customer Satisfaction Customer Retention Complaint Resolution Escalation Management Customer Feedback Analysis Cross Functional Collaboration Verification Compliance Support Salesforce Zendesk Intercom Zoho CRM

Customer Support Specialist

Polaris Bank Limited

May 2021 - Apr 2024 (2 years 11 months)

Handled high-volume customer enquiries across banking products, achieving a 90% first-contact resolution rate through empathetic communication and troubleshooting. Supported account opening and digital banking enrolment, investigated and resolved complaints using active listening, and maintained compliant records while prioritizing urgent and complex cases.

Customer Support Customer Service Customer Satisfaction First Contact Resolutions Digital Banking Support Account Opening ATM Services Activation Product Education Complaint Resolution De escalation Compliance Customer Contact Records Flexcube Microsoft Dynamics 365 Salesforce Zendesk

Customer Service Representative

St. Michael’s International Academy

Jan 2020 - Apr 2021 (1 year 3 months)

Served as a primary point of contact for parents and prospective students, supporting admissions, programs, payments, course duration, and enrollment requirements. Guided onboarding and account setup and provided responsive support across digital channels while collaborating internally to ensure a consistent enrollment experience.

Customer Service Admissions Support Enrollment Customer Onboarding Digital Support Cross Functional Collaboration Email Support