Somtochukwu Nwankwo

I’m a results-driven Customer Service and Trust & Safety professional with 5+ years of experience delivering exceptional customer experiences in fast-paced environments. I’m recognized twice as Employee of the Month for outstanding problem-solving and client relationship management, consistently translating complex issues into clear, actionable solutions.

In my current Senior Safety Support Ambassador role, I manage high-priority safety escalations, de-escalate complex disputes, and enforce policy through risk assessment aligned to global safety protocols and local legal standards. I partner with trust and safety teams to identify recurring safety trends while maintaining the integrity and wellbeing of the community.

Previously, as an IT Support Specialist (Help Desk & Customer Care), I resolved Tier 1 & 2 technical issues across hardware, software, and connectivity, managed identity and access through Active Directory and MFA, and handled tickets end-to-end in Jira/Zendesk with SLA compliance. I’ve also delivered premium customer success for 100+ daily clients, improving resolution efficiency and driving retention through data-informed support and continuous process optimization.