Client Relations & Customer Success
Resume:
Grace Ekpa
Customer Relations
Client Account
Management Customer
Support Virtual Assistant
Ibeju-Lekki, Lagos
**********@*****.***
Customer-focused professional
with 5+ years of experience
across Customer Relations,
Client Management and Client
Support. I specialize in
delivering effective solutions
that meet client needs, driving
high customer satisfaction and
adding value to organizational
growth.
Skills
•Zoho Suite
•Odoo ERP
•Cuoral Application
•Mixpanel Analytics
•HubSpot CRM
•Google Workspace
•Microsoft Suite
•Data Entry
•Relationship Management
•KYC/KYB Verification
•CDD/EDD Risk Assessment
•User Education
•Problem-Solving
•Multitasking
•Negotiation
•Communication skills
Professional Experience
Customer Success & Account Manager,
Novac Payments
03/2025 – 04/2026 Lagos
•Served as the primary point of contact for assigned portfolio of key accounts.
•Provided timely and helpful support to clients,
answering their questions and resolving issues
efficiently.
•Conducted thorough KYC/KYB due diligence,
ensuring a seamless onboarding experience for
corporate clients.
•Carried out regular business reviews to understand merchants' evolving needs, challenges, and goals
and identify potential areas for improvement.
•Identified potential upsell and cross-sell
opportunities within existing merchant accounts.
•Collaborated with sales and product departments
to promote account growth.
•Conducted surveys, gathered and analyzed clients' feedback and insights for product and service
improvement.
B2B Client Service Officer, The Corinth Mart
02/2022 – 12/2024 Uyo
•Process large-volume, recurring orders,
coordinating with the logistics team to ensure
timely and accurate delivery.
•Liaise with the procurement/inventory team to
ensure stock availability.
•Document and reconcile client invoices and also
track outstanding payments..
•Address client enquiries and complaints, escalating complex issues to the right departments.
•Inform clients proactively of price changes, new
products, potential issues as stock shortage or late delivery.
•Monitor client's order patterns and identify
opportunities to recommend new or
complementary products.
•Conduct regular check-ins and business reviews to assess client needs and overall satisfaction.
•Document client feedback for management review
and application.
Customer Service Representative (Contract),
MTN Nigeria
09/2020 – 09/2021 Calabar
•Collaborate with the Sales unit to implement
subscriber acquisition strategies and conducting
outreach campaigns to promote network packages.
Education
Bachelor of Arts in History &
International Relations /
Second Class Upper,
University of Calabar
2015 – 2019
Professional Development
Customer Relationship
Management in Business
Services, Alison Learning
B2B Customer Success
Management, Alison Learning
Developing Quality Customer
Service Skills, Allison Learning
Working With A Ticketing
System,
Coursera Project Network
Essentials of Business
Continuity, Alison Learning
Creative Problem Solving &
Decision Making,
Alison Learning
•Onboard new subscribers and ensure a seamless
transition to the network.
•Educate existing or potential subscribers on
product offerings to ensure full understanding of
benefits and terms.
•Promote the activation of relevant voice, data, and value-added services to new and existing
customers.
•Maintain accurate customer records and databases.
•Liaise with technical support teams to address and resolve customer complaints, ensuring customer
satisfaction.
•Generate reports on customer registration,
inquiries, complaint resolution and feedbacks.
Achievements
•Spearheaded the creation of educational videos to clarity account tiers and KYC requirements;
simplifying the onboarding process and reducing
documentation errors.
•Sustained a Customer satisfaction score above 70% through prompt issue resolution, feedback
implementation and continuous service
improvements.
•Improved client satisfaction, hence securing from them both video and written testimonials for
brand awareness purpose.
•Executed Enhanced Due Diligence (EDD) for high-
risk accounts, identifying and mitigating potential financial crime risks.
•Revived dormant and at-risk accounts accounts by
implementing regular health checks, engagement
and win-back strategies.
•Penetrated new sales territories, driving subscriber growth and increased product adoption through
excellent customer service and dedicated
marketing.
Contact this candidate