Open to opportunities

Eberechukwu Nwachukwu

@eberechukwunwachukwu

Customer Support and Operations leader with 10+ years driving high-volume contact center performance and customer satisfaction.

Nigeria

Message

What I'm looking for

I’m looking to lead customer support and contact center operations where I can drive escalations to resolution, improve service workflows with clear KPI reporting, and develop teams through coaching—especially in fast-paced, customer-centered environments.

I’m a Customer Support and Operations leader with 10+ years of experience in high-volume telecommunications environments, including leadership roles at 9mobile Nigeria. I’m known for resolving complex escalations quickly, communicating clearly with stakeholders, and improving service workflows that raise customer satisfaction.

As Team Lead, Contact Center Operations, I led a high-volume support team, monitored quality assurance metrics, and implemented performance improvement strategies. I reviewed support workflows to reduce resolution time, facilitated onboarding and training for agents, and collaborated cross-functionally to resolve billing, technical, and product-related issues—consistently maintaining service delivery standards against business KPIs.

In my current role as Specialist, Portfolio Management & Business Analysis, I provide structured reporting and stakeholder updates, track service-related issues, and support smooth implementation of service improvements. Earlier at Etisalat Nigeria, I worked as a Product Management Analyst handling second-level technical support and as a Customer Care Representative, reinforcing my commitment to fast, accurate, customer-centered service in dynamic environments.

Experience

Work history, roles, and key accomplishments

Current

Portfolio Mgmt & Business Analyst

Current

9mobile Nigeria

Mar 2023 - Present (3 years 3 months)

Provided structured reporting and stakeholder updates on product and service delivery while coordinating cross-functional implementation of service improvements. Organized user training for new solutions and tracked service-related issues to ensure timely resolution.

Cross functional Coordination Customer Service Operations

Team Lead, Contact Center Operations

9mobile Nigeria

Sep 2015 - Mar 2023 (7 years 6 months)

Led a customer support team handling high-volume inbound and outbound inquiries, managing escalations to resolve complex complaints. Monitored QA metrics, improved support workflows to reduce resolution time, and facilitated onboarding/training to maintain service standards aligned with business KPIs.

Contact Center Operations Escalation Management Quality Assurance Process Improvement Training & Coaching KPIs Remote Team Leadership

Product Management Analyst - Data Helpdesk

Etisalat Nigeria

Apr 2014 - Sep 2015 (1 year 5 months)

Resolved complex customer data and device-related technical issues across 3G, LTE, Android, and iOS. Provided second-level support for escalated technical complaints, ensuring accurate documentation and ticket resolution.

Technical Troubleshooting Ticket Resolution Documentation Second Level Support

Customer Care Representative

Etisalat Nigeria

Jul 2011 - Mar 2013 (1 year 8 months)

Handled inbound customer inquiries and complaints via phone support, delivering timely resolutions and follow-up communication. Maintained detailed customer records and ensured service compliance while responding to service-related issues.

Customer Support Phone Support Complaint Resolution Timely Follow Ups Compliance