Open to opportunities

chiamaka major

@chiamakamajor

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Customer Support Specialist delivering calm, empathetic multichannel solutions.

Nigeria

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What I'm looking for

I’m looking for a customer support role where I can deliver multichannel service with empathy, strong CRM/ticketing discipline, and measurable SLA/quality outcomes—while continuing to grow my problem-solving skills in a fast-paced, customer-first team.

I’m a Customer Support Specialist with 9+ years of experience delivering multichannel support through live chat, email, and phone in fast-paced environments. I handle customer inquiries and complaints resolution while conducting first-level issue investigation and escalating advanced cases—always with a calm, empathetic, professional tone.

I bring strong CRM and remote-work discipline, using tools like Microsoft 365 Dynamics and Freshdesk, plus ticket management and customer records to maintain quality assurance and SLA adherence. Across insurance, banking, and remote support roles, I’ve supported retention-focused service quality, achieved a 90%+ policy renewal rate, and consistently delivered high customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant

Current

Haelsoft Inc.

Mar 2025 - Present (1 year 5 months)

Provided multichannel customer support via email and chats, performing prompt first-step investigations and escalating advanced cases to relevant teams. Maintained accurate customer records in CRM tools and ensured consistent, quality-assured guidance with a calm, empathetic tone.

Escalation Management Customer Support Live Chat Email Support CRM Troubleshooting

Visual Content Researcher

Klarecon

May 2025 - Feb 2026 (9 months)

Researched and sourced topic-matched images for slide-based editorial articles, selecting visuals from Wikimedia Commons, Getty Images, and other public archives. Managed workflows in Monday.com, uploaded to WordPress/CMS, and performed image QA to meet ~192 images/day production targets.

Wikimedia Commons Getty Images Monday.Com WordPress CMS Publishing Editorial Support

Senior Technical Officer

Giant Strides Insurance Brokers

Feb 2022 - Jan 2025 (2 years 11 months)

Managed relationships with business owners and corporate clients, contributing to policy renewal rates above 90% through consistent follow-up.

Insurance Sales Support Customer Retention Compliance Reporting

Customer Service Support Specialist

African Alliance Insurance Plc

Jun 2019 - Feb 2022 (2 years 8 months)

Provided live chat, email, and phone support for product inquiries and account issues, building loyalty through empathetic customer communication. Supported onboarding and training of new hires on customer support best practices while serving as a Sales Associate.

Empathy Live Chat Email Support Phone Support Customer Onboarding Sales Support