Emmanuel Okechukwu
@emmanuelokechukwu1
Customer experience and operations professional driving high-FCR fintech support and process improvements.
NigeriaWhat I'm looking for
I am a customer experience and operations professional with 3+ years supporting high-volume fintech products across chat, email, and phone, consistently maintaining 90%+ First Contact Resolution. I specialize in escalation ownership, regulatory collaboration, and creating knowledge-base documentation that improves handling time and product adoption.
I have led cross-functional initiatives with compliance and product teams to reduce repeat complaints by 15% and driven ~20% feature adoption through customer education. I thrive in fast-paced, high-trust, remote environments and mentor new agents to sustain quality, tone, and regulatory-aware communication standards.
Experience
Work history, roles, and key accomplishments
Customer Experience Officer
Apex Network
Feb 2024 - Present (1 year 11 months)
Maintain 90%+ first contact resolution across chat, email, and phone for fintech users and act as primary escalation point for complex, high‑risk issues, reducing repeat complaints by 15%. Drive knowledge base improvements and onboarding that increased feature adoption by ~20%.
Customer Support Associate
The Place Restaurant
Sep 2022 - Dec 2023 (1 year 3 months)
Resolved escalated billing and service disputes while training junior staff and supporting QA initiatives that contributed to a 20% improvement in customer satisfaction. Preserved brand trust through professional service recovery.
Customer Support Assistant
KC Institute of Computer Science
Aug 2021 - May 2022 (9 months)
Delivered Tier‑1 technical and administrative support resolving 90% of issues without escalation, created user‑friendly documentation, and improved onboarding and administrative turnaround time.
WCExaminer Support Coordinator
West African Examination Council
Jun 2020 - Jun 2020 (0 months)
Coordinated examiner support workflows under strict deadlines and compliance requirements, maintaining 100% accuracy in documentation for high‑stakes processes.
Education
Degrees, certifications, and relevant coursework
University of Calabar
Bachelor of Science, Accounting
Completed a Bachelor of Science in Accounting at the University of Calabar, graduating in 2024.
University of Calabar
Ordinary National Diploma, Personnel Management
Completed an Ordinary National Diploma in Personnel Management from the University of Calabar in 2017.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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