FAVOUR IFEOMA EZEANUNA
Mississauga
Summary
Tech-savvy customer service professional with over 5 years of experience delivering exceptional client support in fast-paced, multicultural environments. Proven track record in managing customer and vendor relationships, supporting sales teams, and implementing process improvements that enhance customer satisfaction. Adept at using CRM platforms, Microsoft Office Suite, Oracle Basel II, ProcessMaker, and Jira to streamline operations and maintain service excellence. Internationally experienced, adaptable, and highly organized, with a strong ability to communicate effectively across departments and uphold high compliance standards.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
EasyWell Consumer Products Inc.
01.2025 - Current
- Delivering outstanding service to a client base of over 1,000+ customers, resolving inquiries and product-related concerns with 95%+ satisfaction ratings.
- Supporting the sales and relationship management teams by preparing and validating customer documentation, contributing to faster account setup and approval processes.
- Maintaining meticulous records and updated client data in CRM systems, ensuring 100% compliance with internal policies and audit standards.
- Handled escalated customer issues with professionalism and tact, resulting in a 30% improvement in first-call resolution rates.
- Provided detailed reporting and feedback to management on recurring client issues, leading to process improvements and enhanced service delivery.
Assistant Customer Service Manager
HIDEA LTD
12.2023 - 12.2024
- Spearheaded the onboarding of over 500+ new clients, ensuring smooth documentation and compliance with internal credit and service policies.
- Streamlined communication between customer service, and back-office teams, reducing turnaround time on client requests by 30%.
- Consistently achieved 95%+ customer satisfaction ratings by resolving high-volume service queries with a proactive and solutions-oriented approach.
- Implemented a follow-up and tracking system that improved application and document processing accuracy, decreasing errors by 40%.
- Supported the sales team by generating real-time reports and actionable insights on customer interactions, aiding in client retention and upselling strategies.
- Trained and supervised a team of 5+ front-line staff, improving customer handling efficiency and ensuring compliance with service standards and regulatory protocols.
Graduate Trainee
GYPSY CAPITAL LTD
11.2019 - 01.2022
- Contributed to achieving business targets in loan origination, credit product uptake, and customer onboarding, helping drive overall portfolio growth.
- Collaborated with cross-functional teams to resolve issues related to credit products, repayment processes, and customer support, ensuring efficient service delivery.
- Enhanced customer satisfaction by resolving over 35 service-related issues through prompt, informed, and empathetic communication.
- Developed a solid understanding of consumer credit operations including credit risk assessment, loan processing systems, regulatory compliance, collections, and customer lifecycle management.
- Maintained strong communication with internal departments and third-party partners, streamlining coordination and improving workflow across credit and servicing teams.
- Built effective relationships with colleagues and clients through hands-on experience across key units such as underwriting, customer support, sales, and collections during departmental rotations.
Education
Master of Science - International Business
University of Ulster
Birmingham, United Kingdom02-2023
Bachelor of Arts - Religious Studies
University of Lagos
LAGOS, NIGERIA10-2019
Skills
- Sales proficiency
- Customer engagement
- Customer relations
- Client documentation handling
- Application processing
- Compliance and regulatory awareness
- Inventory control
- Account management
- Management support
- Research and due diligence
- Microsoft Office Suite(Word, Excel, Outlook)
- CRM software
Certification
- Business Analysis and Process Management
- Google Project Management Professional Certificate
Timeline
Customer Service Specialist
EasyWell Consumer Products Inc.
01.2025 - Current
Assistant Customer Service Manager
HIDEA LTD
12.2023 - 12.2024
Graduate Trainee
GYPSY CAPITAL LTD
11.2019 - 01.2022
Master of Science - International Business
University of Ulster
Bachelor of Arts - Religious Studies
University of Lagos
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