Open to opportunities

Emmanuel Chukwurah

@emmanuelchukwurah

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Customer service specialist driving satisfaction and operational efficiencies.

Nigeria

Message

What I'm looking for

I seek a customer-focused role in a collaborative, forward-thinking company where I can improve CSAT, streamline processes, mentor teams, and drive measurable operational improvements.

I am a customer service specialist with over four years of experience delivering high-quality support across chat, email, and social channels in fast-paced, remote environments. I focus on resolving complex issues, improving response times and CSAT, and implementing process improvements that boost retention and operational efficiency.

I have experience monitoring outsourced teams, building performance dashboards, updating knowledge bases, and recommending automation to reduce manual work. Known for empathy, clear communication, and a data-driven approach, I seek to contribute to a forward-thinking organization that values service excellence and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

BPO Operations Specialist

Current

Kaizen Gaming

Apr 2025 - Present (6 months)

Monitor outsourced support teams and maintain service-level targets and KPIs while developing dashboards and feedback reports to identify process gaps and improve service delivery.

Service Operations Performance Dashboards CSAT Process Improvement Documentation CRM

Customer Service Agent

Betano Nigeria

Nov 2023 - Apr 2025 (1 year 5 months)

Delivered multi-channel customer support achieving a 95% satisfaction rate and improved average response times by 20% through proactive follow-up and process optimization.

Live Chat Support Email Support Social Media Support CRM CSAT Escalation Management Response Time Optimization

Customer Service Representative

Marvgallup Travels and Tours

May 2023 - Nov 2023 (6 months)

Provided travel support across channels, reducing average response time by 20% and driving a 15% increase in repeat bookings through effective booking and itinerary management.

Phone Support Chat Support Email Support Customer Retention FAQs Documentation

Chat Moderator

Livespins Ltd

Aug 2022 - Jan 2023 (5 months)

Monitored live chat rooms to ensure compliance and improve response quality scores by 25% while promoting events to boost participation and brand visibility.

Chat Moderation Community Management User Support Content Moderation Remote Collaboration

Customer Service Senior Agent

Parimatch Nigeria

Oct 2021 - Aug 2022 (10 months)

Handled account, payment, and withdrawal queries with fraud checks and KYC verification, improving retention by 15% and reducing average handling time by 20% through training and procedural improvements.

Payments KYC Customer Retention Training Email Support Chat Support Process Optimization

Customer Care Consultant

Kingmakers

Apr 2019 - Aug 2021 (2 years 4 months)

Managed inbound calls and live chats achieving 90% satisfaction and reduced churn by 25% through de-escalation and mentoring new hires to cut training time by 30%.

Inbound Mentoring Training Customer Satisfaction Escalation Analysis Process Improvement

Sales Officer

God’s Grace Ltd

Jan 2017 - Dec 2018 (1 year 11 months)

Strengthened customer loyalty and improved order accuracy and communication, reducing escalations by 30% and implementing tracking systems for credit and account management.

Sales Order Management Communication Problem Solving