Chinyere Ezema
Lagos,Nigeria
Summary
Resourceful and empathetic Customer Support Specialist with a strong track record of delivering five-star service, particularly within the financial and tech space, including cryptocurrency platforms. Skilled in using tools like Salesforce, Zendesk, Service Desk, Crisp, Freshdesk etc. to resolve complex issues with speed and accuracy. Experienced in working remotely with cross-functional teams across multiple time zones. Renowned for turning challenging interactions into positive customer experiences through clear communication, problem-solving, and a resilient, customer-first mindset.
Overview
8
8
years of professional experience
18
18
years of post-secondary education
Work history
Customer Support, Trade Management Specialist and KYC Analyst
CoinClan OÜ
Remote, Estonia
11.2023 - 06.2025
- Responding to live chat messages across multiple platforms simultaneously.
- Managing client trade requests on various trading platforms, including verifying order details.
- Collaborating with different departments to resolve customer concerns.
- Reviewing and handling bank statements from multiple accounts to provide required information to customers and platform management, and updating bank sheets.
- Conducting KYC (Know Your Customer) checks by verifying customer identities using SumSub, and reviewing documents such as passports, IDs, and proof of address to ensure compliance with AML (Anti-Money Laundering) regulations.
- Ensuring adherence to regulatory requirements for customer verification to maintain platform integrity.
- Utilizing tools such as Sling, Lark, Hubstaff, Remote Desktop, Respond.io, SumSub, Google Sheets, and Google Workspace for efficient workflow management.
- Addressing information requests from customers and partner banks.
- Monitoring ads to ensure they remain active, meet set conditions, and adjust pricing as necessary.
- Assisting with the release or refund of trades and payments.
- Escalating complex or suspicious issues to senior team members for further investigation.
Technical Lead
Tek-Experts
Lagos, Nigeria
05.2023 - 10.2023
- Supervised and addressed technical escalations across the Azure App Service network, encompassing a wide range of issues including performance, configuration, and connectivity.
Technical Support Specialist. Level 2
Tek-Experts
01.2022 - 05.2023
- Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
- Engaged Customers via Microsoft Teams remote sessions, email, chat, and phone calls to solve application issues in a production environment.
- Troubleshooted and resolved 89.2% of Level 2 technical issues without escalating to technical advisors.
- Drive customer satisfaction by escalating unresolved issues to appropriate internal teams. (e.g., SMEs, Technical Advisors, and Product engineering teams).
- Documented customer communications, technical processes, and solutions using support ticket management software to facilitate seamless ticket handovers across time zones.
- Attended feedback meetings with the Quality Assessment Team (QA) to improve case health.
Billing and Subscription Support Specialist. Level 1
Tek Experts
11.2019 - 12.2021
- Supported Microsoft Azure customers globally on subscription and billing-related queries which are mostly escalated and require deeper review and intensive team engagement.
- Reproduced the customer's environment to identify the possible root cause of a problem and then escalate to the appropriate team.
Customer Support Representative
Union Bank of Nigeria Plc.
04.2017 - 06.2019
- Managed a large volume of incoming calls, chats, and emails from customers.
- Provided detailed information on the bank's products and services while cross-selling relevant offerings to customers.
- Processed account opening and debit card requests using the Omni Flow Application, generating A02 and AMF forms for submission to the Authorizer for approval.
- Conducted KYC (Know Your Customer) checks by verifying customer identities in compliance with the bank's regulations, ensuring that all documents such as IDs, utility bills, and other personal data are accurate and valid before account activation.
- Identified and escalated complex issues for resolution when necessary.
- Completed transactions and handled customer queries efficiently, maintaining a high standard of service quality.
- Made outbound calls to follow up on customer inquiries and other necessary communications.
- Performed data entry and updated customer information in the bank's system or database.
- Handled the sorting and routing of incoming mail and other inter-office communications.
Education
MBA - Masters of Business Administration
Obafemi Awolowo University
Ile-Ife, Osun State 04.2001 - 01.2019
BSc - Sociology and Anthropology
University of Nigeria
Skills
- Empathy
- Good Research Abilities
- 50WPM Typist
- Customer Centricity
- Good problem-solving skills
- Clear Communication skills
- Interpersonal Skills
- Time management skills
- Problem Solving Skills
- Trade Management
- Good Drafting skills
- Excellent Analytical skills
- Excellent Negotiation and Interpersonal Skills
Accomplishments
2024 • Full Security & Compliance - Sumsub
2023 • Microsoft Certified Trainer.
2022 • Microsoft Azure Administrator Associate. (AZ-104)
2021 • 5 Star hero! Issued by Tek-Experts, for exceptional services rendered to Customers.
2020 • Microsoft Certified Azure Fundamentals (AZ900) certifications • CyberArk Certified Trustee Certification. • ICSI| Certified Network Security Specialist. Certificate of Completion. • Fortinet's Network Security Expert, NSE Network Security Associate.
2018: Customer service experience, Certificate of Completion.
References
References available upon request.
Timeline
Customer Support, Trade Management Specialist and KYC Analyst
CoinClan OÜ
11.2023 - 06.2025
Technical Lead
Tek-Experts
05.2023 - 10.2023
Technical Support Specialist. Level 2
Tek-Experts
01.2022 - 05.2023
Billing and Subscription Support Specialist. Level 1
Tek Experts
11.2019 - 12.2021
Customer Support Representative
Union Bank of Nigeria Plc.
04.2017 - 06.2019
MBA - Masters of Business Administration
Obafemi Awolowo University
04.2001 - 01.2019
BSc - Sociology and Anthropology
University of Nigeria
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