Open to opportunities

Amarachi Ikechukwu

@amarachiikechukwu

Message

Customer service leader driving team performance, process improvement, and outstanding customer experiences.

Nigeria

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, implement process improvements, leverage CRM expertise, and drive measurable customer success and retention.

I am a customer service and support specialist with a track record of leading high-performing teams and improving service operations across banking and distribution sectors.

I led and supported onsite/remote teams of 50 agents, revamped reporting and scheduling processes, and authored standardized operating procedures that boosted team efficiency, reduced handle times, and maintained 95%+ SLA compliance.

My hands-on experience spans live chat, email, inbound call support, and Tier 1–2 application support, with measurable outcomes such as a 92%+ CSAT, reductions in repeat tickets, and decreased system downtime through issue escalation.

I pursue continuous professional development in customer success and CX strategies and bring a customer-first mindset, strong CRM expertise, and a focus on coaching, process improvement, and measurable service excellence.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Self-Employed

Jun 2025 - Present (4 months)

Provide freelance phone, email, and chat support for clients while implementing process improvements and completing CX/customer success certifications to enhance service delivery.

Customer Support Freshdesk HubSpot Phone Email Chat Support Process Improvement Client Communication Troubleshooting

Customer Service Team Lead

Access Bank PLC

Dec 2021 - May 2025 (3 years 5 months)

Led a 50-agent onsite/remote customer service team, improving quality scores by 8% and reducing average handle time by 12% through reporting, scheduling, and SOP improvements while maintaining 95%+ SLA compliance.

Team Leadership Customer Support SLA Management Process Improvement Escalation Management Coaching

Live Chat/Email Support Rep

Access Bank PLC

Dec 2019 - Dec 2021 (2 years)

Handled 90+ daily chat and email inquiries, decreased first-response time by 15% and resolution time by 10%, and sustained a CSAT of 92%+ while reducing repeat tickets by 7%.

Live Chat Support Email Support Customer Experience CSAT Troubleshooting Knowledge Base Collaboration

Inbound Customer Service Rep

Access Bank PLC

Dec 2017 - Dec 2019 (2 years)

Managed 70+ inbound calls daily for account and transaction inquiries with 98% compliance accuracy, improving customer loyalty and driving a 10% increase in repeat business.

& Compliance Active Listening Customer Retention Banking Operations Communication

Application Support Specialist

Access Bank PLC

Jun 2016 - Dec 2017 (1 year 6 months)

Provided Tier 1–2 support for a mobile banking app, identified 200+ recurring issues leading to a 15% downtime reduction, and developed user guides that cut ticket volume by 8%.

Application Support Mobile Banking Ticketing Systems Root Cause Analysis

Customer Relations Executive

MGB Integrated Ventures

Dec 2013 - May 2016 (2 years 5 months)

Managed front-desk and client relations for a Nigerian Breweries distributor, improving client satisfaction and retention by 15% through timely assistance and coordinated operations.

Client Relations Customer Service Relationship Building