Ekwunife Ifeanyi Rapheal

Ekwunife Rapheal Ifeanyi Location: Open to Remote Roles Professional Summary Client-focused and result-driven professional with over 5 years of experience in customer service, client success, and relationship management across the banking and technology sectors. Skilled in managing customer relationships, resolving complex issues, and ensuring the successful delivery of services in fast-paced environments. Proven ability to work remotely, handle high-volume communications, and collaborate effectively across departments to drive client satisfaction. Core Skills • Client Relationship Management • Customer Support (Phone, Email & Chat) • CRM Tools (e.g., Salesforce, Zoho, HubSpot) • Remote Communication & Collaboration • Conflict Resolution & Issue Escalation • Multitasking & Time Management • Administrative Support & Data Entry • Empathy & Active Listening Professional Experience Ecobank Nigeria – Relationship Manager May 2021 – Present (2 years) • Built and managed client portfolios, ensuring high levels of satisfaction and retention. • Responded promptly to client inquiries, resolving issues and escalating complex requests. • Coordinated with internal teams to deliver customized financial solutions aligned with client goals. • Maintained accurate client records and schedules using CRM tools and internal databases. Ecobank Nigeria – Customer Service Representative May 2021 – Present • Delivered prompt and professional support through phone, email, and chat. • Assisted clients with transactions, complaints, and inquiries, ensuring seamless experience. • Tracked and resolved service issues while maintaining detailed documentation. • Recognized for exceeding customer satisfaction KPIs. Guaranty Trust Bank – Customer Support Specialist Oct 2015 – Nov 2016 • Supported customer inquiries and resolved product-related issues across multiple channels. • Educated clients on available banking services and digital tools. • Maintained client information with confidentiality and accuracy. Ministry of Aviation, Science and Technology – IT Support (NYSC) Feb 2019 – Feb 2020 Osun State, Nigeria • Provided hardware/software support and troubleshooting for internal staff. • Maintained and updated departmental data systems. • Assisted with training and onboarding new users on digital platforms. Education Federal Polytechnic Bida Higher National Diploma (HND), Electrical Electronics and Telecommunication – 2019 Certifications & Training • Customer Relationship Management (CRM) • Customer Service Certification • Technical Support Certification • Leadership & Management Training • Team Leader Program • Decision-Making Fundamentals • Situational Leadership • Exceptional Presentation • Winning Strategic Opportunities Tools & Platforms • Microsoft Office Suite (Excel, Word, Outlook) • Google Workspace • Slack, Zoom, Microsoft Teams • CRM Tools (Salesforce, Zoho, HubSpot)