Rebecca Duncan
Ballyclare,County Antrim
Summary
Customer Service Specialist with 8+ years' experience across fintech, telecoms, travel, and retail. Skilled in complex complaints resolution, regulatory compliance (FCA/DISP), multi-channel customer care, and real-time social media incident response during service outages.
Overview
8
8
years of professional experience
Work History
Customer Service Advisor & Social Media Operations
Monzo
01.2025 - Current
- Managed public customer enquiries and monitored brand sentiment across X, Facebook, and Instagram to ensure positive customer engagement.
- Managed social media accounts to strengthen brand visibility and foster community interaction.
- Resolve complex queries across account security, payment disputes, and transactions under FCA rules.
- Coordinate live incident communications and reassurance during service disruptions and app outages.
Evolve Complaints Handler
Monzo
02.2024 - 01.2025
- Conducted root-cause investigations and delivered final responses adhering to FOS standards, ensuring customer concerns were addressed effectively.
- Collaborated with product teams to offer actionable feedback, contributing to product enhancements and better customer satisfaction.
Customer Service Advisor
Monzo
11.2023 - 02.2024
- Resolved digital banking customer inquiries at first contact through in-app chat, enhancing customer satisfaction.
- Maintained strict compliance with UK GDPR and banking regulations while managing sensitive account data, ensuring customer trust.
Technical Advisor
Telecoms
11.2022 - 09.2023
- Diagnosed broadband and hardware faults, reducing call handling times and sustaining high fix rates.
Customer Advisor
HGS
08.2022 - 11.2022
- Managed sensitive healthcare enquiries and national vaccine booking systems with empathy and accuracy.
Travel Consultant (Placement)
Travel Solutions
01.2022 - 08.2022
- Quoted and booked international itineraries using Amadeus GDS; resolved booking disruptions with suppliers.
Retail Assistant
Home Bargains
06.2018 - 04.2022
- Delivered customer service on the shop floor, managed stock displays, and trained new team members.
Education
Foundation Degree - Hospitality & Tourism
Belfast Metropolitan College
06-2022
Level 3 Extended Diploma - Travel & Tourism
Northern Regional College
Newtownabbey06-2020
GCSEs -
Ballyclare Secondary School
06-2018
Skills
- Customer engagement
- Social media management
- Regulatory compliance (FCA, FOS, GDPR)
- Case management/ Investigation
- Problem solving
- Team collaboration
- Product knowledge
- Live chat handling
Timeline
Customer Service Advisor & Social Media Operations
Monzo
01.2025 - Current
Evolve Complaints Handler
Monzo
02.2024 - 01.2025
Customer Service Advisor
Monzo
11.2023 - 02.2024
Technical Advisor
Telecoms
11.2022 - 09.2023
Customer Advisor
HGS
08.2022 - 11.2022
Travel Consultant (Placement)
Travel Solutions
01.2022 - 08.2022
Retail Assistant
Home Bargains
06.2018 - 04.2022
Foundation Degree - Hospitality & Tourism
Belfast Metropolitan College
Level 3 Extended Diploma - Travel & Tourism
Northern Regional College
GCSEs -
Ballyclare Secondary School