Glory Nkemakolam
@glorynkemakolam
Customer Experience Specialist with 4+ years delivering fast, empathetic support and measurable improvements.
NigeriaWhat I'm looking for
I’m a Customer Experience Specialist with 4+ years delivering exceptional support across live chat, email, social media DMs, and scheduled calls in fast-paced digital environments. In fintech and digital banking contexts, I’ve built user confidence by resolving complex technical issues, translating technical jargon into clear written guidance, and owning problems end-to-end with a can-do attitude.
I’ve consistently improved the customer journey—maintaining 95%+ customer satisfaction, reducing onboarding time by 20%, and keeping 100% accuracy in digital record-keeping and CRM database updates. I collaborate cross-functionally with product, operations, partnerships, and technical teams (via tools like Slack) to relay up-to-date changes, escalate unresolved complaints promptly, and apply actionable insights from outbound customer interviews and trend analysis to drive measurable improvements.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
We Fly Travel Agency
Jan 2023 - Feb 2025 (2 years 1 month)
Delivered multi-channel customer support (live chat, email, and scheduled calls) and maintained 95%+ customer satisfaction while resolving real-time platform and booking issues. Reduced user onboarding time by 20% and coordinated with partnerships and operations teams to share up-to-date travel regulation information.
Digital Support Officer
First City Monument Bank (FCMB)
Jul 2019 - Jul 2022 (3 years)
Supported customers during digital banking transitions across internal messaging and in-person channels, identifying recurring pain points and escalating structured feedback to the technical team. Maintained 100% accuracy in digital record-keeping/CRM updates and coordinated between customers and internal departments to resolve complex issues.
Education
Degrees, certifications, and relevant coursework
Anambra State University
Bachelor of Arts, English and Literature
Earned a B.A. in English and Literature from Anambra State University.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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