Open to opportunities

emuchay nwachi

@emuchaynwachi

Message

I resolve complex customer issues and improve retention across SaaS, fintech, aviation, and telecommunications.

Nigeria

Message

What I'm looking for

I'm looking for customer support or customer success work where I can resolve complex issues, improve workflows through automation, strengthen retention, and deliver high-quality multichannel customer experiences.

I've supported SaaS and e-commerce customers at ModSquad, resolving complex order, delivery, damaged-goods, and logistics issues across chat, email, and ticketing systems.

At Share Technology, I managed more than 100 fintech clients, raised customer satisfaction to 97%, reduced churn by 15% through workflow automation, and reduced support requests by 25% with self-help resources. I also analyze customer behavior data to improve user experience and retention.

My customer care experience spans Green Africa Airline and MTN Nigeria, where I handled high-volume passenger, network, and billing inquiries, maintained 90%+ satisfaction scores, and resolved over 85% of inquiries on first contact. I bring CRM discipline, technical troubleshooting, clear communication, and a track record of improving response and resolution times.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

MODSQUAD

Dec 2023 - Present (2 years 8 months)

Resolve incoming customer inquiries for SaaS and e-commerce clients across chat support, email support, and sophisticated ticketing systems. Document all support interactions within the CRM platform to maintain accurate record-keeping and facilitate efficient escalation of complex issues.