Rebecca Frankscott

Motivated and detail-oriented customer service professional with hands-on experience in customer support and client relations at a manufacturing organisation. Skilled in resolving customer inquiries, managing complaints, maintaining accurate customer records, and coordinating service documentation with precision and confidentiality. Committed to enhancing customer satisfaction, streamlining service processes, and contributing to effective customer relationship management and organisational growth.

Customer Service Representative at Neveah Limited (2025-05 – Present)

• Serve as the first point of contact for customers, addressing inquiries, resolving complaints, and providing accurate product and service information via phone, email, and live chat.
• Maintain and update customer records and interaction logs, ensuring accuracy, completeness, and strict confidentiality across all customer files.
• Support new customer onboarding, guiding customers through account setup, product usage, and service expectations for a smooth start.
• Process customer documentation including orders, service requests, and account changes in line with company policy.
• Coordinate order tracking, delivery follow-ups, and issue escalation to ensure timely resolution and accurate customer reporting.
• Prepare customer service reports and maintain internal databases to support management decision-making on service quality.
• Collaborate across departments to ensure smooth, consistent customer experience and compliance with internal service procedures.

Customer Care Associate (Remote) at Riel Innovations (2024-02 – 2025-04)

• Delivered remote customer support via phone, email, and live chat, handling inquiries, technical issues, and service requests for a fully distributed customer base.
• Managed and updated the CRM system remotely, ensuring customer records, interaction history, and support ticket statuses were accurate and current.
• Communicated with customers across different time zones, sending status updates, resolution timelines, and follow-ups in a timely, professional manner.
• Tracked and resolved customer complaints and escalations remotely, coordinating with internal teams to ensure timely turnaround.
• Coordinated virtual support sessions and video calls with customers, including scheduling around availability and remote troubleshooting.
• Compiled customer feedback and support documentation, including resolution summaries and satisfaction reports, for management review.

B.Sc. in Sociology – University of Lagos (2024)