Open to opportunities

Joshua Chukwuma

@joshuachukwuma

Customer Support Specialist with 3 years in finance, driving retention and satisfaction through fast, proactive issue resolution.

Nigeria

Message

What I'm looking for

I’m looking to leverage my customer support and finance experience to enhance customer success—build long-term relationships, improve satisfaction and retention, and deliver exceptional customer experiences through proactive issue resolution.

I’m a Customer Support Specialist with 3 years of finance-industry experience, focused on improving customer satisfaction and loyalty. I built a systematic approach to resolve inbound calls and mails quickly and effectively, improving customer satisfaction to 97% in 2023.

I also strengthened retention by implementing proactive regular check-ins and personalized follow-ups, raising customer retention to 93% in Q1 2024. I resolved billing discrepancies, product problems, and financial disputes while preventing unnecessary escalations, and I created tailored repayment plans that contributed to a 25% increase in successful loan repayments.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

GlobalSeam Technologies Ltd

Apr 2023 - Jan 2026 (2 years 9 months)

Developed a systematic approach to resolve inbound calls and emails, improving customer satisfaction to 97% in 2023. Increased customer retention to 93% in Q1 2024 via proactive check-ins, created tailored repayment plans that boosted successful loan repayments by 25%, and managed 60+ individual and corporate accounts.

Intercom Zendesk Customer Retention Repayment Management CRM Support Process Improvement Customer Onboarding Customer Satisfaction

Marketing Partner

First Spaces Ltd

Oct 2017 - Jan 2022 (4 years 3 months)

Crafted and executed go-to-market strategies to strengthen brand positioning and drive omnichannel lead generation. Collaborated with stakeholders to align marketing initiatives with business objectives while analyzing market and competitor trends to identify expansion opportunities.

Go To Market Strategy Positioning Lead Generation Digital Marketing Optimization Stakeholder Management Market Intelligence Competitor Analysis