Grace Oche

I’m a results-driven Customer Experience Specialist with 4+ years of expertise delivering high-tier support across digital and omni-channel environments. I turn user friction into brand loyalty by combining strategic problem-solving with empathetic conflict resolution.

At OmniRetail Africa (OmniPay), I oversee customer experience operations for the OmniPay platform ecosystem, resolving friction points across high-volume digital transactions. I manage end-to-end identity verification and KYC compliance via Zoho CRM, helping securely reactivate restricted, dormant, or flagged wallet accounts.

I also coordinate critical platform security workflows, including device mapping, biometric triggers, and MFA resets for users moving to new devices. When payments fail, don’t reflect, or show ledger mismatches, I diagnose issues by auditing payment gateway logs, transaction reference numbers, and API webhook statuses.

Previously, I worked in customer-facing roles that sharpened my communication and sales execution, including B2B telesales at Nigerian Breweries Plc where I leveraged Anywhere365 and ERP tools to log touchpoints, map preferences, analyze ordering trends, and exceed monthly targets by 25%. I’m certified in Product Management (Enoverlab) and Google Project Management (Wetech), and I bring a continuous-improvement mindset—documenting technical bugs and collaborating directly with Product and Engineering to implement rapid fixes.