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Hi, I’m Eberechukwu Chinemeze-Amadi, a customer support professional with 6+ years of experience driving high-volume, omnichannel support across chat, email, and phone. I excel at SLA adherence, ticket prioritization, and achieving high first contact resolution in fast-paced remote environments. I pride myself on clear, empathetic communication and adapting my tone to calm frustrated customers, follow up on open issues, or walk someone through a technical solution step by step. In addition to customer support, I currently train robotics and contribute to AI model evaluation at Micro1. This role sharpens my eye for quality assurance and feedback loops, which I bring into continuous improvement efforts. I also create and maintain process documentation to ensure consistent, high-standard outcomes across teams.…Hi, I’m Eberechukwu Chinemeze-Amadi, a customer support professional with 6+ years of experience driving high-volume, omnichannel support across chat, email, and phone. I excel at SLA adherence, ticket prioritization, and achieving high first contact resolution in fast-paced remote environments. I pride myself on clear, empathetic communication and adapting my tone to calm frustrated customers, follow up on open issues, or walk someone through a technical solution step by step. In addition to customer support, I currently train robotics and contribute to AI model evaluation at Micro1. This role sharpens my eye for quality assurance and feedback loops, which I bring into continuous improvement efforts. I also create and maintain process documentation to ensure consistent, high-standard outcomes across teams.

Eberechukwu Chinemeze-Amadi

Community Manager, Audio Transcriber, Data Annotator

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Hi, I’m Eberechukwu Chinemeze-Amadi, a customer support professional with 6+ years of experience driving high-volume, omnichannel support across chat, email, and phone. I excel at SLA adherence, ticket prioritization, and achieving high first contact resolution in fast-paced remote environments. I pride myself on clear, empathetic communication and adapting my tone to calm frustrated customers, follow up on open issues, or walk someone through a technical solution step by step. In addition to customer support, I currently train robotics and contribute to AI model evaluation at Micro1. This role sharpens my eye for quality assurance and feedback loops, which I bring into continuous improvement efforts. I also create and maintain process documentation to ensure consistent, high-standard outcomes across teams.…Hi, I’m Eberechukwu Chinemeze-Amadi, a customer support professional with 6+ years of experience driving high-volume, omnichannel support across chat, email, and phone. I excel at SLA adherence, ticket prioritization, and achieving high first contact resolution in fast-paced remote environments. I pride myself on clear, empathetic communication and adapting my tone to calm frustrated customers, follow up on open issues, or walk someone through a technical solution step by step. In addition to customer support, I currently train robotics and contribute to AI model evaluation at Micro1. This role sharpens my eye for quality assurance and feedback loops, which I bring into continuous improvement efforts. I also create and maintain process documentation to ensure consistent, high-standard outcomes across teams.

Available to hire

Hi, I’m Eberechukwu Chinemeze-Amadi, a customer support professional with 6+ years of experience driving high-volume, omnichannel support across chat, email, and phone. I excel at SLA adherence, ticket prioritization, and achieving high first contact resolution in fast-paced remote environments. I pride myself on clear, empathetic communication and adapting my tone to calm frustrated customers, follow up on open issues, or walk someone through a technical solution step by step.
In addition to customer support, I currently train robotics and contribute to AI model evaluation at Micro1. This role sharpens my eye for quality assurance and feedback loops, which I bring into continuous improvement efforts. I also create and maintain process documentation to ensure consistent, high-standard outcomes across teams.

Skills

CRM

Experience Level

CRM

Expert

Language

English

Fluent

Igbo

Fluent

Yoruba

Fluent

Work Experience

Customer Support, Operations & Admin Lead at Hacelat Services

June 1, 2022 - October 27, 2025

Respond to customer inquiries via email, chat, and phone while maintaining accuracy and empathy. Troubleshoot and resolve issues promptly and document all interactions in CRM systems.

Customer Accounts Specialist at CJC Markets

May 31, 2022 - May 31, 2022

Managed customer accounts and provided technical and administrative support. Worked closely with internal teams to resolve escalated cases and ensure timely responses.

Customer Checkout Specialist / Admin Officer at GPay Instant Solutions Limited

October 31, 2021 - October 31, 2021

Delivered front-line customer support via calls and in-person interactions, resolving inquiries efficiently and maintaining accurate transaction records.

Robotics Trainer at Micro1

January 1, 2026 - Present

Evaluate AI-generated outputs for clarity, accuracy, and relevance as part of an ongoing quality assurance loop. Provide structured written feedback to improve model performance and contribute to process documentation and quality guidelines. Collaborate across functions to optimise outputs and share insights that drive continuous improvement, while maintaining comprehensive records that mirror CRM interaction logging and documentation discipline.

IT Support Trainee at Digital Witch Community

September 1, 2025 - December 31, 2025

Managed customer interactions across email and chat in a high-volume environment, reducing email response time by 98% by restructuring ticket workflows and prioritisation standards. Enforced a strict SLA ensuring no customer communication went unattended beyond 6 hours. Used canned responses and documented workflows to balance resolution speed with personalized communication. Created and maintained SOPs for ticket management, escalation, and resolution, contributing to the team knowledge base. Participated in QA activities, reviewing support interactions and providing feedback to improve team consistency and outcomes.

Senior Marketing Specialist / Customer and Administrative Support at Toptossam Empire Limited

March 1, 2024 - June 30, 2025

Managed omnichannel customer interactions across email, chat, and phone as the primary point of contact for clients, trainees, and partners. Maintained strict SLA adherence and ticket prioritization across all inbound communications, ensuring timely and accurate responses. Updated and maintained internal documentation and knowledge base content, performed accurate CRM data entry, and captured actionable insights for the team. Identified gaps in support processes and implemented targeted improvements to reduce repeat contacts and enhance customer satisfaction.

Customer Support, Operations and Admin Lead at Hacelat Services

June 1, 2022 - June 30, 2025

Led omnichannel customer support operations, managing 50–100 tickets per day with 300+ interactions during peak periods. Maintained rigorous SLA adherence and ticket prioritization, ensuring consistent resolution timelines. Applied de-escalation techniques to preserve relationships and drive retention. Used Zendesk and Freshdesk to manage interactions with accurate CRM data entry and timely follow-through. Leveraged macros and canned responses to improve resolution speed while maintaining a personalized tone. Developed and maintained knowledge base content and internal documentation; facilitated QA reviews and feedback loops to drive continuous process improvement.

Customer Accounts Specialist at CJC Markets

November 1, 2021 - May 31, 2022

Managed customer account interactions across email and phone, handling inquiries, complaints, billing issues, and account activations with empathy and accuracy. Maintained SLA compliance on all inbound tickets, prioritized urgent cases, and escalated complex issues with full context and documentation. Performed accurate CRM data entry and collaborated with internal teams to resolve escalated concerns efficiently.

Customer Checkout Specialist / Administrative Officer at GPay Instant Solutions Limited

July 1, 2015 - October 31, 2021

Delivered consistent, high-quality omnichannel customer support across a long tenure, managing inquiries, complaints, and follow-up communications with professionalism. Adhered to support protocols and SLA standards, ensuring timely and accurate responses. Maintained accurate customer records and interaction logs with meticulous attention to data quality and CRM completeness. Contributed to internal documentation and support process improvements that enhanced team consistency and service quality over time.