Chizoba Elemba
@chizobaelemba
Customer service specialist improving first-contact resolution with secure CRM operations.
NigeriaWhat I'm looking for
I’m a customer-focused specialist with 5+ years resolving high-volume enquiries across healthcare, banking, and technology. I maintain HIPAA-compliant case records, handle phone/email/chat support independently, and improve first-contact resolution while staying on top of SLA and ticket accuracy.
From remote cruise booking support to care-worker payroll issues, I manage complex cases, run structured issue-triage, and escalate the right matters to cross-functional teams to close issues within agreed timelines. I also bring relationship and administrative experience—onboarding customers, handling executive calendars, and building standardized templates and task tracking in Trello and Notion—so I can turn process improvements into measurable satisfaction gains.
Experience
Work history, roles, and key accomplishments
Handled high-volume inbound customer interactions for cruise booking enquiries, itinerary changes, cabin upgrades, and payment processing while maintaining consistent service quality. Managed reservation amendments with rigorous record verification and supported fully remote operations using Slack, Zoom, and internal CRM systems.
Customer Service Agent
Public Partnerships LLC (PPL)
May 2024 - Oct 2024 (5 months)
Resolved client login failures, timesheet discrepancies, and Time4Care app issues for 50+ cases weekly to support accurate, on-time payroll processing. Maintained HIPAA-compliant case notes, guided consumers through self-directed care enrolment, and met SLA targets through structured issue triage and escalations.
Managed client relationships by delivering tailored SaaS product demonstrations and technical walkthroughs addressing prospective customers’ operational challenges. Retained 50+ clients through proactive account check-ins and managed inbound/outbound communications using Slack and Google Workspace with responses under 4 hours on priority accounts.
General Administrative Assistant
VA Group USA
Apr 2022 - Nov 2022 (7 months)
Managed executive calendars, virtual meeting coordination, and travel scheduling across multiple time zones to eliminate scheduling conflicts. Streamlined document preparation using standardized templates and implemented Trello and Notion tracking to improve deadline adherence.
Relationship Manager
United Bank for Africa (UBA)
Mar 2020 - Mar 2022 (2 years)
Managed individual and business client portfolios by handling account enquiries, processing KYC documentation, and onboarding customers to mobile banking and BVN services while maintaining zero compliance breaches. Resolved customer complaints, followed up on unresolved cases within 24 hours using escalation protocols, and supported customer acquisition through personalized product presentations.
Healthcare Assistant
National Hospital Abuja
Jan 2019 - Feb 2020 (1 year 1 month)
Provided daily patient care support in high-traffic wards, assisting with mobility, nutrition, and comfort management for 20+ patient interactions per shift. Monitored and reported patient condition changes to nursing staff in real time to support timely clinical decisions and maintain ward safety.
Education
Degrees, certifications, and relevant coursework
National Open University of Nigeria
Master of Science (Business Administration), Business Administration
Earned an M.Sc. in Business Administration from the National Open University of Nigeria.
Michael Okpara University of Agriculture, Umudike
Bachelor of Science (Economics), Economics
Earned a B.Sc. in Economics from Michael Okpara University of Agriculture, Umudike.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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