oma Ezeamaeke

I’m a result-driven Customer Support Operations Specialist who enjoys building smooth customer onboarding, resolving issues fast, and continuously improving how teams work. I bridge between departments to keep communication flowing, protect customer satisfaction, and strengthen operational efficiency.

In my current role at Urello Technologies, I manage end-to-end customer support operations, handling 50–100 enquiries weekly while maintaining 95% SLA compliance. I design internal workflows—SOPs, onboarding documents, and feasibility reports—so support scales with consistency, and I conduct KYC verification to ensure 100% compliance with onboarding policy. I also monitor tickets, prioritize cases, and drive speed targets (under 2 hours response time and under 24 hours average resolution) while gathering user feedback through structured market research for ongoing feature improvement.

Earlier, as a Business Support Specialist at Nimerex, I led product onboarding and training, tracked KPIs like response times, resolution rates, and CSAT to refine positioning, and created high-converting promotional content using Canvas and Zapier. At Jiji, I managed client relationships through CRM tools, supported initial setup and implementation, recommended the best packages, and helped drive sales performance by executing sales strategies and maintaining long-term customer satisfaction and retention.