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Amarachi ikpeoha

@amarachiikpeoha

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Technical / Operations Support Specialist at Grey Finance improving cross-border payment resolution and reconciliation.

Nigeria

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What I'm looking for

I'm open to fully remote global roles in fintech, Web3, and SaaS.

At Grey Finance, I manage cross-border transaction lifecycles across ACH, SEPA, SWIFT, and card rails. I support customers through Intercom, email, and social channels, and work with engineering, operations, product, compliance, and finance teams to resolve payment and settlement issues.

I reduced first-response time from 10 minutes to 3 minutes through macro optimization and workflow restructuring. I also support settlement and reconciliation across fiat and cryptocurrency rails and monitor transactions for suspicious activity.

At IleeroPay, I conducted KYC and AML reviews and investigated cross-border transactions with payment partners. Earlier, at Transsnet Financial (PalmPay), I led a team of 20 customer service representatives and improved first-contact resolution and team productivity through performance coaching and process optimization.

Experience

Work history, roles, and key accomplishments

Current

Technical / Operations Support Specialist

Current

Grey Finance

Jul 2023 - Present (3 years 4 months)

Manage end-to-end lifecycle of cross-border transactions across ACH, SEPA, SWIFT, and card rails. Provide technical and transactional support via Intercom, email, and social channels while maintaining SLA and CSAT performance.

ACH SEPA Swift Card Payment Intercom Notion Slack Reconciliations AML Fraud Detection Dispute Resolution Chargebacks Visa Mastercard

Customer Support Lead / KYC Analyst

IleeroPay

Aug 2021 - Jun 2023 (1 year 10 months)

Conducted KYC and AML reviews for customers, investigated cross-border transaction issues, and performed daily ledger reconciliation. Managed escalations via Zendesk and Intercom and prepared compliance reports.

KYC AML Zendesk Intercom Reconciliations Compliance Fraud Prevention Slack

Customer Support Team Lead

Transsnet Financial (PalmPay)

Nov 2019 - Jul 2021 (1 year 8 months)

Led a team of 20 customer service representatives, monitored KPIs including SLA, AHT, FCR, and CSAT, and managed escalated transaction disputes. Delivered performance reports and designed training materials.

Team Leadership SLA Management KPI Monitoring performance reporting Training Process Optimization

Customer Care Agent

AvantGarde Management Services

Nov 2018 - Oct 2019 (11 months)

Managed high-volume emergency communication lines, assessed and prioritized critical incidents, and coordinated responses with emergency agencies. Maintained incident logs and ensured proper escalation.

Incident Management Communication Skills Escalation Handling Coordination