Mmaduabuchi Chigozie
@mmaduabuchichigozie
I improve high-volume customer support operations across fintech, SaaS, e-commerce, and travel tech.
NigeriaWhat I'm looking for
I've delivered live chat support for Holafly's international eSIM customers across EMEA, achieving 90% CSAT and 90% first-contact resolution while reducing average handle time by 20% through streamlined troubleshooting.
At EasySpend, I maintained 100% SLA compliance for payment disputes, refunds, and verification cases, supervised support agents, and reduced intern onboarding time by 40% with SOPs and knowledge-base documentation. I also managed social media content and proactive retention outreach in HubSpot.
Across Bet9ja, NexaLink Digital Services, and RemoteJobs.Ninja, I've resolved high-volume billing, transaction, KYC, account, and technical cases across phone, chat, and email. I'm comfortable working remotely across time zones and use CRM workflows, clear documentation, and calm de-escalation to keep customers informed and cases moving.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Holafly
Jun 2026 - Jul 2026 (1 month)
Provided live chat support via Intercom for international customers, achieving 90% CSAT and 90% FCR. Reduced average handle time by 20% by streamlining troubleshooting steps for eSIM installation and APN configuration.
Customer Support Supervisor & Social Media Manager
EasySpend (Tocata Technologies)
Jan 2024 - Jan 2026 (2 years)
Supervised support team, maintained 100% SLA compliance on payment disputes and refunds, and coached agents to improve FCR and CSAT. Managed social media accounts and content to increase engagement.
Customer Support Agent
Bet9ja
Jan 2022 - Jan 2024 (2 years)
Resolved customer inquiries across call, chat, and email via Zendesk, covering deposits, promotions, and account transactions. Conducted KYC and identity verification checks and handled payment disputes.
Customer Support & Operations Assistant
NexaLink Digital Services
Jan 2020 - Jan 2022 (2 years)
Managed high-volume chat and email inquiries, verified customer identity and account details, and resolved billing and service disputes. Logged tickets in Zoho CRM and contributed to internal documentation.
Customer Service Representative
RemoteJobs.Ninja
Feb 2018 - Aug 2020 (2 years 6 months)
Resolved 40-60+ customer issues daily via inbound and outbound calls, using de-escalation techniques to preserve satisfaction. Maintained accurate call logs and met quality assurance benchmarks.
Education
Degrees, certifications, and relevant coursework
Digital Witch IT Support School
Certificate, Information Technology
Completed in-demand IT skills training.
Alison Online Courses
Certificate, Customer Service
Completed courses in Customer Service and Support.
National Open University of Nigeria
Bachelor of Science, Computer Science
Completed a Bachelor of Science in Computer Science.
Amanda Computer College
Certificate, Computer Studies
Completed computer training.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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