Fumnanya I-Nwanze

Created slide decks for the risk leadership team on qualitative and quantitative operational performance. Built and scaled issuer-side dispute workflows, supporting a 3x increase in client cases while improving resolution time by 40%.

Acted as a Subject Matter Expert (SME) for Mastercard dispute resolution, guiding cross-functional partners on rule changes and pre-arbitration requirements. Maintained a 98% customer satisfaction score while managing 60+ daily inquiries across a digital banking platform.

Managed a high-volume caseload within service level agreements with critical attention to detail. Resolved client concerns and escalations in high-volume environments while maintaining a 95% CSAT.

Directed complex, large-scale survey research projects from design to data delivery, serving public, nonprofit, and academic clients. Managed multimodal survey administration including web, telephone, and mail distribution to increase response rates and data representativeness.

Served as a Subject Matter Expert for the African Peer Review Mechanism, a continental governance platform. Developed policy briefs, impact assessments, and talking points for the head of office during UN/AU summits and diplomatic engagements.

Developed communication strategy and managed all advocacy products, including daily briefs to the African Union Support to the Ebola Outbreak in West Africa. Conceptualized, planned, and implemented program activities for 3 consecutive World Humanitarian Day celebrations.

Completed a Bachelor of Arts in Economics, focusing on economic principles and their application. Gained a strong foundation in economic theory and analytical methods.