Looking for a job

Chikamma Ekechi

@chikammaekechi

Payment Operations Analyst at Paga Group Ltd who cut dispute resolution time from 72 hours to 24.

At Paga Group Ltd, I monitor transaction queues and resolve failed, pending, and inconclusive payments, including during provider downtime. I re-query and retry transactions, coordinate reversals, and switch processors when needed to keep payments moving.

I improved CSAT from 40% to 70% by introducing proactive monitoring in Grafana and streamlining resolution workflows. I also reduced dispute resolution time from 72 hours to 24 and recurring system-related issues by 30% through escalation improvements and root cause analysis with Engineering.

Earlier at Paga Group Ltd, I resolved customer queries across transaction disputes, failed payments, and reconciliation requests. At Outcess Solutions Nigeria Ltd, I supported customers on the Airtel process, educating them about product features and network solutions.

Experience

Work history, roles, and key accomplishments

Current

Senior Analyst, Operations Support

Current

Paga Group Ltd

Feb 2022 - Present (4 years 8 months)

Monitors transaction queues and resolves failed transactions, improving CSAT from 40% to 70% and reducing dispute resolution time from 72 to 24 hours. Coordinates with Finance, Engineering, and Product to resolve issues within SLA.

Grafana Jira Freshdesk Internal Admin Portal Onafriq Card Portal Transaction Monitoring Re Query Retry Reversal Payment Processor Switching Card Disputes Root Cause Analysis Incident Management SLA Monitoring Process Improvement Customer Experience Optimization

Customer Service Representative

Paga Group Ltd

Jul 2019 - Feb 2022 (2 years 7 months)

Resolved 90% of customer queries at first contact, handling 70-80 tickets daily and achieving 98% resolution accuracy. Reduced escalation rates by 30% through product knowledge and analytical problem-solving.

Customer Support Ticket Management SLA Compliance Problem Solving Communication Skills Escalation Management Reconciliations

Call Centre Representative (Airtel Process)

Outcess Solutions Nigeria Ltd

Oct 2018 - Jul 2019 (9 months)

Handled up to 100 inbound calls daily, maintaining quality assurance scores above 85% and driving a 15% increase in customer satisfaction. Escalated unresolved concerns and tracked them to closure.

Inbound Calls Customer Satisfaction Quality Assurance Escalation Management Communication Skills