Amasiaku Chikosolu

MELTUS CHIKOSOLU AMASIAKU Port Harcourt, Nigeria |- |-linkedin.com/in/chikosolu-m-amasiaku-a74b88171 Remote-Ready | Customer Support Specialist | CRM & Workflow Expert PROFESSIONAL SUMMARY Results-driven Customer Experience Strategist with 5+ years of progressive expertise leading end-toend customer support operations in dynamic fintech, betting, and SaaS environments. Expert in building high-performing remote teams, leveraging automation tools (Zapier, Airtable), and scaling CRM systems (Salesforce, HubSpot, Zoho CRM) to elevate customer satisfaction. Proven ability to implement data-driven processes, reduce churn, and drive service excellence across global markets. Highly adaptable in fast-paced, digital-first companies and consistently recognized for leadership, innovation, and impact. KEY SKILLS & TOOLS        Customer Support: Chat, Email, Phone, Social Media, Conflict Resolution, Retention CRM & Helpdesk: Salesforce, HubSpot, Zoho CRM, Zoho Desk, Pipedrive, Intercom, Zendesk, Go High Level, Freshdesk, Tidio Workflow & Project Tools: Zapier, Airtable, Asana, Trello, Monday.com, ClickUp, Notion, Zoho To Do Lead Generation: Apollo.io, Yellow Pages, Yelp, Instant Data Scraper, Realtor.com Email Marketing & Automation: Mailchimp, ActiveCampaign, Klaviyo, Zoho Campaigns, HubSpot Website Tools: Shopify, Website Builders (Mailchimp, HubSpot, Zoho, Google Sites) Office Tools: Microsoft Office, Google Workspace, Time Management, Empathy, Typing PROFESSIONAL EXPERIENCE Digital Witch Community – Remote | Customer Support & Virtual Assistant Specialist Feb 2023 – Present    Provide remote customer support through email and community platforms, resolving inquiries and guiding users with a 98% satisfaction rate. Manage calendars, inboxes, task tracking systems (ClickUp, Notion), and internal communication for multiple digital teams. Conduct research, data entry, and CRM updates using tools like Apollo.io, Zoho CRM, and Instant Data Scraper. SportyBet Internet Ltd – Lagos, Nigeria | Senior Customer Support Team Coach Sep 2024 – Jan 2025    Effectively supervised and coached a team of 8+ customer support agents to ensure consistent, high-quality service across live chat, email, and phone channels. Monitored conversations for quality, provided regular performance feedback, and maintained detailed reports and dashboards. Analyzed key metrics (CSAT, resolution time, ticket volume) to optimize team performance and support strategies. SportyBet Internet Ltd – Lagos, Nigeria | Customer Service Associate Jan 2023 – Aug 2024    Managed 100+ daily inquiries across multiple channels with a 95% resolution rate. Maintained CRM documentation to improve tracking and data accuracy. Elevated customer loyalty through empathy-driven, fast, and knowledgeable support. Guaranty Trust Bank Plc – Lagos, Nigeria | Customer Service Representative Sep 2019 – Jan 2023    Managed a high-volume pipeline of 60+ banking service requests daily, maintaining top-tier compliance and satisfaction ratings. Collaborated with cross-functional teams using customer data insights to develop customer-first service enhancements. Consistently exceeded upselling KPIs through persuasive, trust-driven communication and proactive client engagement. EARLIER EXPERIENCE    Guaranty Trust Bank Plc – Lagos |Branch Administrative Coordinator |Jan 2018 – Aug 2019 Abibat Mogaji Millennium Secondary School – Lagos | Assistant Teacher | Nov 2016 – Oct 2017 Siblark Nuel Associate – Enugu | Accountant / Secretary | Mar 2012 – Feb 2013 EDUCATION   HND, Microbiology – Federal Polytechnic Oko, Anambra | 2013 – 2015 ND, Science Laboratory Technology – Federal Polytechnic Oko, Anambra | 2010 – 2012 CERTIFICATIONS      In-Demand IT Skills – 2025 Asana Workflow Specialist – 2025 AI Career Essentials – 2024 GTBank Customer Service Tenets – 2020 Google Digital Marketing Fundamentals – 2020 AWARDS & COMMUNITY   Sporty Star – Nigeria’s Highest Call Time per Day, SportyBet (2024) Member – Digital Witch Community