Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

Customer Experience Specialist with 7+ years of experience delivering empathetic, client-focused service across SaaS, fintech, immigration, and enterprise platforms. Skilled at owning the end-to-end customer journey from onboarding to issue resolution and renewals while improving workflows and ensuring compliance. Adept at working in fast-paced, remote-first environments, collaborating across global teams, and streamlining processes to enhance customer satisfaction. Strong communicator with proven ability to build trust, resolve complex client needs, and improve service outcomes.…Customer Experience Specialist with 7+ years of experience delivering empathetic, client-focused service across SaaS, fintech, immigration, and enterprise platforms. Skilled at owning the end-to-end customer journey from onboarding to issue resolution and renewals while improving workflows and ensuring compliance. Adept at working in fast-paced, remote-first environments, collaborating across global teams, and streamlining processes to enhance customer satisfaction. Strong communicator with proven ability to build trust, resolve complex client needs, and improve service outcomes.

Claudia Chidimma Ezeani





Customer Experience Specialist with 7+ years of experience delivering empathetic, client-focused service across SaaS, fintech, immigration, and enterprise platforms. Skilled at owning the end-to-end customer journey from onboarding to issue resolution and renewals while improving workflows and ensuring compliance. Adept at working in fast-paced, remote-first environments, collaborating across global teams, and streamlining processes to enhance customer satisfaction. Strong communicator with proven ability to build trust, resolve complex client needs, and improve service outcomes.…Customer Experience Specialist with 7+ years of experience delivering empathetic, client-focused service across SaaS, fintech, immigration, and enterprise platforms. Skilled at owning the end-to-end customer journey from onboarding to issue resolution and renewals while improving workflows and ensuring compliance. Adept at working in fast-paced, remote-first environments, collaborating across global teams, and streamlining processes to enhance customer satisfaction. Strong communicator with proven ability to build trust, resolve complex client needs, and improve service outcomes.

Available to hire

Customer Experience Specialist with 7+ years of experience delivering empathetic, client-focused service across SaaS, fintech, immigration, and enterprise platforms.

Skilled at owning the end-to-end customer journey from onboarding to issue resolution and renewals while improving workflows and ensuring compliance. Adept at working in fast-paced, remote-first environments, collaborating across global teams, and streamlining processes to enhance customer satisfaction. Strong communicator with proven ability to build trust, resolve complex client needs, and improve service outcomes.

Skills

Experience Level

Expert

Expert

Expert

Expert

Language

English

Fluent

Work Experience

Customer Service Representative at Canada Choice Immigration Inc.

February 1, 2023 - October 28, 2025

Respond to 50+ daily customer inquiries through Zendesk, email, and phone while maintaining a 95%+ CSAT. Provide Tier 1 troubleshooting for login errors, portal access, and billing issues; escalate complex cases to engineering and Tier 2 support. Log and document all case activity in Zendesk for accurate reporting and follow-up. Conduct onboarding calls and consultations, guiding clients through setup and documentation requirements. Reduced case backlog by 30% by redesigning workflows in Jira and improving escalation processes. Authored knowledge base resources to improve first-contact resolution and self-service adoption.

Customer Service Representative at First Bank of Nigeria

January 1, 2023 - January 1, 2023

Provided frontline support for account, transaction, and digital banking issues, resolving 80% on first contact. Processed billing adjustments, refunds, and dispute resolutions while ensuring regulatory compliance. Logged 60+ tickets daily in CRM systems with detailed case notes for audit readiness. Educated customers on fintech platforms, card services, mobile banking, and fraud prevention, reducing repeat inquiries. Partnered with compliance and fraud prevention teams to escalate and resolve suspicious transactions. Maintained detailed records of interactions and resolutions in CRM tools to ensure audit-ready documentation.

Customer Support Specialist at Grey Finance

December 1, 2020 - December 1, 2020

Delivered multi-channel SaaS and fintech support across chat, email, and phone for account, KYC, and payment inquiries. Troubleshot payment failures, digital wallet errors, and API integration issues, collaborating with technical teams for resolution. Maintained 85% first-contact resolution by providing accurate, empathetic troubleshooting and step-by-step guidance. Conducted onboarding sessions to guide clients through account setup, verification, and platform navigation. Logged recurring issues and worked with product and engineering teams to improve workflows and eliminate bugs. Contributed to FAQs, tutorials, and knowledge base content, reducing repeat support inquiries by 20%.

Customer Service Officer at Dana Airline

July 1, 2018 - July 1, 2018

Assisted passengers with bookings, rescheduling, and travel inquiries. Resolved disruptions by coordinating with airport and operations teams. Delivered clear communication under pressure, ensuring smooth customer experiences. Processed refunds, credits, and compensation requests in line with airline policies and regulatory standards.