Open to opportunities

Chinweuba Christopher Ndubueze

@chinweubachristopher

Client-centric fintech customer service specialist improving journeys with IBM enterprise design thinking and data-driven support.

Brazil

Message

What I'm looking for

I’m looking for a fintech or payments team where I can combine customer empathy, IBM Enterprise Design Thinking, and data-driven support to reduce friction, improve NPS/CSAT, and help customers succeed end-to-end.

I’m a client-centric customer service specialist with 14+ years building high-trust relationships across fintech, digital payments, and banking. I deliver empathetic, high-accuracy resolution for complex customer needs—translating support conversations into loyalty-building outcomes while improving NPS/CSAT and reducing re-contacts. I’ve resolved 1,000+ cross-border payment cases and applied human-centered service design techniques (empathy mapping, journey analysis, and HMW frameworks) to surface friction at the source.

My work blends disciplined service operations with practical analytics: I investigate transaction failure root causes, strengthen KYC/AML verification quality, and drive systematic improvements through proactive resolution and SLA-focused execution. Through roles spanning global payments support, business development, branch leadership, and client relationship management in SME banking, I’ve improved satisfaction metrics, streamlined onboarding to reduce time-to-first-product, and improved customer experience through CRM-driven lifecycle engagement. Certified in IBM Enterprise Design Thinking and Google AI Essentials, I bring a modern, AI-assisted approach to triage and service recovery—always centered on empathy and clarity for the customer.

Experience

Work history, roles, and key accomplishments

Current

Fintech Support Specialist

Current

Foundever (Wise Operations)

Jan 2025 - Present (1 year 5 months)

Delivered empathetic, high-accuracy resolution for 1,000+ cross-border payment cases, including transfers, card disputes, and KYC/AML verifications, across multichannel queues. Applied IBM Enterprise Design Thinking to identify recurring service friction and used transaction failure root-cause analysis to reduce repeat contacts through proactive resolution.

Customer Support Cross Border Payments KYC AML Compliance Dispute Resolution IBM Enterprise Design Thinking Customer Journey Mapping Service Recovery Root Cause Analysis

Business Development Manager

Citizenship Bay

Jan 2022 - Jan 2023 (1 year)

Provided high-touch client service to internationally mobile professionals navigating complex global mobility processes, maintaining strong satisfaction through empathetic, proactive communication. Managed client retention using CRM-driven lifecycle engagement and data-informed follow-ups tailored to individual client journeys.

Client Relationship Management Client Retention Service Recovery Data Informed Follow Ups Customer Journey Mapping

SME Banking Branch Manager

Fidelity Bank

Jan 2020 - Jan 2022 (2 years)

Led branch-level customer service for a $5M+ SME banking portfolio, delivering relationship-led experiences supported by CRM data and disciplined process management. Improved satisfaction metrics and reduced service friction by 10% through workflow redesign and operational improvements.

SME Banking CRM Systems Process Management Service Improvement Workflow Design Customer Satisfaction Quality Assurance

Business Banking Relationship Manager

Standard Bank Group

Jan 2017 - Jan 2020 (3 years)

Managed end-to-end client relationships across SME and corporate banking portfolios as the primary service contact for account queries, escalations, and issue resolution. Improved NPS by streamlining onboarding and reducing time-to-first-product to ensure clients had clarity and confidence from day one.

Relationship Management Escalation Handling Onboarding & Support NPS Client Lifecycle Management Service Recovery

Education

Degrees, certifications, and relevant coursework

SENAI

Professional Diploma, Technical, Systems Development (AI, Software Dev, Robotics)

2026 -

In progress Professional Diploma focused on Technical, Systems Development with coursework spanning Artificial Intelligence, Software Development, and Robotics.