Happiness Enuechie

Resourceful and client-focused professional with hands-on experience in relationship management, customer service, and front-office operations. Proven track record of building lasting client relationships, resolving complex service issues, and delivering exceptional customer experiences across banking, fintech, and educational environments. Adept at cross-selling financial products, managing client portfolios, and providing efficient front-desk support.

Holds a B.Sc. in Economics Education from the University of Lagos.

Relationship Manager - Polaris Bank - Lagos, Nigeria

(2021-01 - 2023-12)

• Managed a portfolio of retail and corporate clients, ensuring high satisfaction, retention, and account growth.
• Conducted KYC profiling and onboarding of new clients in line with CBN regulatory requirements.
• Proactively cross-sold banking products including loans, fixed deposits, and insurance products to existing customers.
• Resolved client complaints and inquiries within defined SLA timelines, maintaining customer satisfaction above 90%.
• Collaborated with credit, operations, and compliance teams to facilitate seamless service delivery to clients.
• Prepared and presented periodic client portfolio reports to branch management.

Customer Service Representative - PagaTech - Old Yaba Road, Lagos

(2019-01 - 2021-12)

• Provided first-level support to customers via phone, email, and walk-in channels, resolving payment and transaction issues.
• Processed customer requests including account upgrades, reversals, and dispute resolutions in a timely manner.
• Maintained accurate records of customer interactions using the internal CRM system.
• Educated customers on PagaTech digital payment solutions, driving product adoption and reducing inbound complaints.
• Escalated complex technical and financial issues to relevant departments and followed up to ensure resolution.
• Consistently achieved monthly customer satisfaction targets and contributed to team performance goals.

Receptionist - Five Star Academy - Lagos, Nigeria

(2017-01 - 2019-12)

• Served as the first point of contact for students, parents, and visitors, delivering a professional and welcoming experience.
• Managed front-desk operations including scheduling, correspondence, and records management.
• Handled incoming calls and directed enquiries to appropriate staff members efficiently.
• Maintained student and administrative files, ensuring accuracy and confidentiality.
• Supported management with logistical arrangements for school events and programmes.

Bachelor of Science (B.Sc.) - Economics Education - University of Lagos (UNILAG)