Fumnanya I-Nwanze
@fumnanyainwanze
Client-focused professional with 8 years in stakeholder management.
What I'm looking for
I am a client-focused and data-driven professional with over 8 years of progressive experience in client engagement, communications, and stakeholder relationship management across the fintech, academic, and public sectors. My career has been marked by a commitment to building trust with diverse clients and leading high-performing teams. I have successfully utilized CRM systems and data insights to drive strategic improvements, adeptly navigating complex regulatory environments while delivering consistent, high-quality service.
At Mercury Technologies Inc, I excelled as a Risk Investigator-Chargeback Analyst, where I created impactful presentations for the risk leadership team and built issuer-side dispute workflows that significantly improved resolution times. My previous roles have honed my skills in customer service, where I maintained high customer satisfaction scores and led training initiatives to enhance team communication. I am passionate about leveraging my expertise to foster strong client relationships and deliver client-centric solutions.
Experience
Work history, roles, and key accomplishments
Risk Investigator-Chargeback Analyst
Mercury Technologies Inc
Feb 2023 - Present (2 years 5 months)
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%.
Customer Service Analyst/Rep
Mercury Technologies Inc
Jun 2021 - Present (4 years 1 month)
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.
Customer Support Specialist
BMO-Single Point
Sep 2019 - Present (5 years 10 months)
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.
Project Manager
Institute for Public Policy and Social Research
Jul 2018 - Present (7 years)
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.
Socio-Economic Development Strategy Consultant
United Nations-Economic Commission for Africa
Jul 2017 - Present (8 years)
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.
Communications and Strategy Consultant
United Nations-Office for the Coordination of Humanitarian A
Jul 2013 - Present (12 years)
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.
Education
Degrees, certifications, and relevant coursework
Michigan State University
Bachelor of Arts, Economics
2005 - 2009
Completed a Bachelor of Arts in Economics, focusing on economic principles and their application. Gained a strong foundation in economic theory and analytical methods.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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