emmanuel olapoju

I’m a versatile Customer Support Professional with over three years of experience in the financial services sector. I’m currently expanding my technical capabilities through dual-track training in IT Support and Python Automation. I bring a strong blend of communication and technical troubleshooting to help customers move past issues fast.

At Ecobank Nigeria, I managed multi-channel customer inquiries across phone, email, and digital platforms. I resolved an average of 50+ complex queries daily with high accuracy, while providing troubleshooting and navigation support for digital banking platforms to increase user adoption and reduce friction points.

I collaborate with technical and back-office teams to escalate and resolve intricate account, transactional, and service issues. I documented detailed customer interactions and feedback in the internal database, supporting improvements to service delivery and product offerings, and I consistently met and exceeded KPIs for first-contact resolution (FCR) and customer satisfaction (CSAT).

I’m adept at system administration and leveraging automation tools to optimize workflows. I’m excited to leverage my strong communication skills and growing IT automation capabilities in a remote Technical Customer Support or Help Desk role.