Cecilia Nwaisu

As a Results-driven Customer Support Specialist with 4+ years of experience fostering engaged online communities and delivering top-tier technical support. Skilled in troubleshooting, user education and conflict resolution while maintaining brand voice across social media, forums and help desks. Strong ability to bridge the gap between users and product teams, ensuring seamless customer experiences. Passionate about building trust, driving engagement and optimizing support processes. Am proficient in Microsoft Office Suite, Content Creation &

• User Education, Community Engagement &

• Moderation, Technical Troubleshooting &

• Help Desk Support, CRM &

• Support Tools (Zendesk, Freshdesk, etc.), Social Media Management, Content Creation &

• User Education and Customer Advocacy &

• Feedback Analysis.

Customer Support Specialist at Tradesyncer (2023-01 – Present)

• Managed and engaged with a community of 1,296+ members on Discord and Telegram.
• Reduced conflict and policy violations by enforcing clear guidelines and active moderation.
• Coordinated with project leads to run campaigns and increase user activity.
• Resolved user issues quickly via chat, maintaining a high standard of communication.

Customer Support Specialist at My Funded Futures (2020-01 – 2021-12)

• Provided real-time support to users and ensured smooth communication during campaigns.
• Developed engagement strategies that helped grow the user base by 25%.
• Escalated technical or user-sensitive issues to appropriate teams for resolution.
• Created onboarding guides and FAQs to help new community members.

Customer Support Specialist at Coach Esther Konsult (2020-01 – 2021-12)

Develop and execute comprehensive marketing strategies and campaigns that align with the company's goals and objectives.

• Booking appointments, running ads, creating contents and managing a high-performing marketing team, fostering a collaborative and results-driven working environment.
• Monitoring brand consistency across all the marketing channels, receiving calls and replying clients messages across all the social media platforms.

Diploma in Nursing (R.N) in Nursing – School of Nursing Mater Misericordiae Hospital Ebonyi State (2021-01 – 2023-12)