FE

Open to opportunities

Faith Ekwonwa

@faithekwonwa

I resolve complex customer issues across Microsoft 365, banking, and sales environments while improving satisfaction and retention.

What I'm looking for

I'm looking for customer experience, customer success, or service-focused roles where I can resolve customer challenges, improve end-to-end journeys, collaborate across teams, and contribute to digital transformation and service excellence.

At TeKnowledge, I support Microsoft 365 enterprise customers across Outlook, SharePoint, Teams, and OneDrive, resolving complex issues while meeting SLA targets in a high-volume queue.

I've worked across technical support, banking, and sales, building customer relationships, diagnosing pain points, and communicating tailored solutions with empathy. At Lotus Bank, I managed retail and SME customer relationships, supported product cross-selling, and maintained zero KYC compliance breaches.

My experience also includes phone-based customer support at Lucy & Partners, where I guided customers through purchasing and after-sales journeys, maintained CRM records, and resolved concerns on the first interaction to reduce escalations.

Earlier, I conducted financial and operational audit reviews at Fidelity Bank and collaborated with automation teams to improve workflow consistency. I'm interested in customer experience design, service excellence, digital transformation, sales and marketing strategy, and public speaking.

Experience

Work history, roles, and key accomplishments

TE

Technical Support Engineer

TeKnowledge

Jun 2024 - Jun 2026 (2 years)

Provided frontline support for Microsoft 365 enterprise customers, resolving issues and maintaining high satisfaction. Collaborated with engineering teams on escalations and documented troubleshooting workflows.

Microsoft 365 Outlook SharePoint Teams Customer Satisfaction Escalation Management Documentation SLA Management

LB

Account Officer

Lotus Bank

Nov 2023 - May 2024 (6 months)

Managed relationships with retail and SME customers, identified needs, and cross-sold banking products. Ensured KYC/AML compliance and served as liaison between compliance and retail teams.

Customer Relationship Management Cross Selling KYC AML CFT Compliance

LP

Customer Support Representative

Lucy & Partners

Aug 2022 - Oct 2023 (1 year 2 months)

Managed the full customer lifecycle via phone, guiding purchases and providing after-sales support. Maintained CRM records and resolved complaints to retain loyalty.

Phone Support CRM Customer Service Conflict Resolution After Sales Support

FB

Quality Assurance Analyst

Fidelity Bank

Sep 2021 - Jun 2022 (9 months)

Conducted audit reviews of financial and operational processes to ensure compliance and service quality. Collaborated with automation teams and communicated findings to management.

Audit Regulatory Compliance Process Improvement Data Analysis Reporting

ML

Secretary

Midane Logistics Co. Ltd

Managed schedules, documentation, and filing systems. Handled receptionist and client-facing duties with professionalism.

Administrative Support Scheduling Documentation

Education

Degrees, certifications, and relevant coursework

AP

Abia State Polytechnic

Higher National Diploma, Public Administration

2018 - 2019

Pursued a Higher National Diploma in Public Administration, gaining knowledge in administrative processes and public sector management.

Tech stack

Software and tools used professionally

Salesforce

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