Chidimma Odionye
@chidimmaodionye
Customer Support Specialist with 4+ years in fintech, delivering fast, SLA-compliant resolutions.
NigeriaWhat I'm looking for
I’m a Customer Support Specialist with over 4 years of experience delivering exceptional customer experiences across fintech, B2B fintech, and retail environments. I’m known for resolving 80+ customer inquiries daily while maintaining 94% First Contact Resolution and 100% SLA compliance.
In remote support environments, I’ve worked with tools like Zendesk, Freshdesk, Salesforce, and Intercom, using structured ticket management and escalation management to drive timely outcomes. I’ve also supported measurable performance improvements—reducing resolution time by 18% and improving customer retention by 30%.
My background includes customer retention and onboarding-focused work, where I achieved 90%+ onboarding completion and maintained CRM accuracy. After NYSC, I was retained as permanent staff based on performance, and I bring that same customer-first, accountability-driven mindset to every interaction.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
FairMoney Microfinance Bank
Nov 2024 - Present (1 year 8 months)
Resolved 80+ customer inquiries daily via email, chat, and phone while maintaining 100% SLA compliance. Reduced resolution time by 18% and educated customers on product features.
Customer Retention Specialist
Crowdforce
Sep 2022 - Oct 2023 (1 year 1 month)
Retained approximately 30% of at-risk customers and achieved 90%+ onboarding completion. Maintained CRM accuracy and shared customer insights with the product team.
Customer Service Representative
Bederco Limited
Jan 2021 - Apr 2022 (1 year 3 months)
Handled customer support across channels and created an onboarding guide. Maintained SLA compliance.
Customer Support Assistant (NYSC)
Bederco Limited
Nov 2019 - Nov 2020 (1 year)
Handled customer inquiries and resolved increasingly complex issues during NYSC service. Was retained as permanent staff based on performance.
Education
Degrees, certifications, and relevant coursework
University of Calabar
Bachelor of Science, Electronics & Computer Technology
2013 - 2019
Earned a B.Sc. in Electronics & Computer Technology at the University of Calabar from 2013 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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