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Chiagozie Nzurike

@chiagozienzurike

Customer Support Specialist crafting empathetic, multi-channel service and brand content that boosts satisfaction and retention.

Nigeria

Message

What I'm looking for

I’m looking for a customer-first, fast-paced role where I can own multi-channel support, resolve issues within SLAs, and contribute brand communication and content that keeps customers satisfied and engaged.

I’m a results-oriented Customer Support Specialist with over 4 years of experience delivering exceptional service across digital, e-commerce, fintech, and remote platforms. I manage client relationships, streamline support processes, and maintain a 95%+ customer satisfaction rate with a customer-first mindset.

In my recent role at Finecraft.co, I provide responsive and empathetic support for fintech customers, resolving inquiries about transactions, accounts, and product features within defined SLAs. I document recurring issues, escalate product bugs to technical teams, and support onboarding of new users through guided communication to help reduce early-stage drop-off.

Beyond support, I bring brand communication and content creation strength from contract work as a Brand Specialist / Content Creator for ADAM Academy—developing brand communication strategies, creating social media and newsletter content, and driving community engagement. I also have remote virtual assistant experience leading day-to-day customer service for 3+ clients, training assistants, and managing social media engagement growth up to 35%.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Finecraft.co

Jan 2024 - Present (2 years 6 months)

Provided responsive, empathetic customer support for a fintech platform, resolving inquiries about transactions, accounts, and product features. Managed complaints within SLAs, documented recurring issues for escalation, and supported user onboarding through guided communication.

Customer Management SLA Management Customer Escalation Fintech Customer Support Account Support Transaction Support User Onboarding Zendesk Intercom

Current

Freelance Virtual Assistant

Current

Various Clients

Apr 2021 - Present (5 years 3 months)

Led day-to-day customer service for 3+ clients, providing prompt and personalized support while training and managing junior assistants. Created support scripts, email templates, and helpdesk workflows, and supported social media and administrative operations such as scheduling, reporting, and bookkeeping.

Customer Support Team Leadership Training Social Media Management Scheduling Reporting Bookkeeping Administrative Operations Time Management

Customer Support Representative

ByTonye

Jan 2024 - Dec 2024 (11 months)

Provided multi-channel customer support (email, chat, phone) for an online retail brand. Resolved order tracking, returns, and escalations while maintaining 95%+ customer satisfaction, and contributed to onboarding guides and FAQs that reduced response time by 20%.

Customer Support Order Tracking Returns Escalation Management Customer Satisfaction Zendesk HubSpot Time Management

Quantity Surveyor (NYSC)

Jonky Engineering Services

Apr 2021 - Feb 2022 (10 months)

Managed procurement processes and cost control for engineering projects. Handled conflict resolution with contractors and vendors to improve stakeholder trust.

Procurement Cost Control Conflict Resolution Stakeholder Management

Brand Specialist / Content Creator

Adam Academy

Developed and executed brand communication strategies to strengthen ADAM Academy’s online presence. Created engaging written and visual content for social media, newsletters, and marketing campaigns, and managed community engagement while aligning content with brand identity and tone.

Brand Communications Content Creation social media engagement Newsletter Writing Marketing Campaigns Community Engagement Content Alignment

Customer Support Specialist

Zeen

Delivered multi-channel customer support via email, chat, and phone for Zeeen’s customer base. Resolved product and service inquiries, escalated complex issues to internal teams, and maintained detailed interaction records for quality assurance.

Customer Support Customer Escalation Email Support Chat Phone Support Zendesk Intercom