Ekene Okpalauwaekwe
Magodo, Lagos,Nigeria
Summary
As a child, I enjoyed constructing intricate Lego designs and solving complex math problems. My passion for innovation and leading teams to achieve strategic objectives without seeking credit, coupled with my enthusiasm for technology and staying up-to-date with the latest industry advancements, has been a part of my life.
Professionally focused on improving payment processing by automating and streamlining manual processes while balancing business goals with user needs and dedicated to delivering exceptional results while making a real difference wherever I work.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Payments Operations Manager
Chipper Cash
05.2022 - Current
- I played crucial role in the successful launch of virtual cards and the Chipper payment service in new countries (US, Rwanda, Uganda and South Africa). This included implementing an international payments system and launching a crypto service, which gave customers access to a new and exciting asset class that has the potential to transform the financial landscape. As a result, the company's TPV increased by 68.1%, attracting new investors to the company.
- As a key stakeholder in the launch of the Chipper Cash Nigerian micro-finance bank (currently ongoing), I revamped the KYB and KYC process, identified opportunities for merchants to use Chipper Cash as a payment method, and created a payment alert system for float management. These efforts resulted in a smoother customer experience, increased revenue, doubled user base size, improved reach for Chipper Cash, and better cash flow management.
- Onboarded Payment Service Solution Providers (PSSPs) and Mobile Money Operators in order to streamline the payment process and increase platform reliability. This resulted in a 23% reduction in payment processing costs and an 89.2% platform reliability rate. The initiative was successful in providing users with a wider range of payment options and improving customer satisfaction and retention.
- I have excellent communication skills and am able to translate technical requirements to key stakeholders. I can collaborate and drive change across a variety of stakeholders, including senior leadership and cross-functional teams, using data-driven analysis and optimal solutions based on product health.
- Implemented a highly effective OKRs management systems that drove accountability, enhanced team morale, and increased productivity, improving KPIs such as first response time, time to close, and customer satisfaction.
- By automating simple and repetitive support requests through CRM tools, I was able to increase user self-service and reduce wait times from 3 hours to 20 minutes within a quarter. This initiative was based on a thorough analysis of customer support data, which also allowed the support team to focus on more complex issues. As a result, customer satisfaction scores improved by 20% and resources were reallocated to other areas of the business.
- Additionally, I have experience in administering and integrating various software and tools, including but not limited to Salesforce, Notion, Amplitude, Retool, Metabase, Datafold, Mode, Intercom, Zendesk, Looker (or Tableau/other business intelligence tools), JIRA, Linear, Snowflake, and more.
- Proven ability to develop and implement creative solutions to complex problems while delegating tasks and providing feedback.
Customer Operations Team Lead
Chipper Cash
03.2021 - 04.2022
- I oversaw the complaint processes to ensure they aligned with the specific requirements of each country. This involved a comprehensive examination of existing procedures and regulations, and the development of new protocols where necessary. As part of this process, I collaborated with key stakeholders to identify potential areas of improvement and implemented a range of measures to enhance the effectiveness and efficiency of the system. Through these efforts, we achieved a 100% compliance rate, providing our clients with the highest level of service and support.
- In Q2 of 2021, had the opportunity to work with a talented team to improve our app store ratings. Our efforts have resulted in a significant increase in our ratings, from 3.1 to 4.1.
- Proactively identifying patterns and trends in relation to payments issues. Creating, documenting and updating processes and procedures related to our payment’s products.
- Responsible for developing and maintaining strong relationships with all payment processing partners and vendors to ensure that our payment processing capabilities are cutting-edge and that we are providing the best possible experience for our customers.
- Collaborated seamlessly with cross-functional teams, including Country Directors, TechOps, Engineering, Growth and Marketing, LRC, and Product Managers, to resolve complex issues and system glitches, ensuring endless operation.
Senior Customer Operation Analyst
Chipper Cash
10.2020 - 03.2021
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Assist with testing new payment product features and document findings.
- Work within our systems to resolve ongoing payment-related issues until they can be resolved by the Engineering team.
- Deliver fair and well-reasoned responses to our customers, making sure that your response is clear and understood.
Team Lead, Customer Support
OPay
06.2019 - 09.2020
- Collaborate with department heads to implement processes aimed at improving customers' experiences and overall service, in line with established KPIs.
- Increased first-time response rate from 60% to 91.5% by implementing Performance Improvement Plans (PIPs), which also improved agent efficiency from 40% to 97%.
- Achieved 100% visible growth in agents' response and communication skills by enforcing weekly training and the use of macro and script templates.
Customer Service Representative
Jumia
12.2018 - 05.2019
- Managed a large volume of inbound and outbound calls in a timely manner, following communication scripts for handling various issues.
- Handled complaints, providing appropriate solutions and alternatives within time limits, and followed up to ensure resolution.
- Received positive feedback and commendations from customers on multiple occasions.
English Teacher Volunteer
Urban Girls Secondary School
01.2018 - 09.2018
- I was responsible for preparing weekly lesson notes and a lesson guide for students. This made learning easier for the students.
- I coordinated examinations for students, which helped reduce incidents of malpractice among them.
Customer Service Intern
Bet9ja
02.2017 - 09.2017
- Managed, prioritized and monitored the company’s correspondence including calls, emails, reports and documents
- Met customer call guidelines for service levels, handle time and productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Secretary Intern
UVO Engineering and Construction Company, Nigeria Limited
08.2016 - 11.2016
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Supported executives and boosted team productivity by creating presentations and updating spreadsheets.
Education
B.A - English Language
Anambra State University
Nigeria2016
Skills
- Customer-obsessed
- Business Analyst
- SQL
- Product experience
- Third-Party Vendor Management
- Digital Payments
- Project Management
- Customer Service Management
- Product
Certification
- Recurring digital payments - Udemy - 2023
- The Ultimate MySQL Bootcamp: Go from SQL Beginner to Expert - Udemy - 2023
- Payment Operations and fraud prevention - Udemy - 2022
- Digital Payment Operation - Udemy - 2022
- Customer complaint policy overview - Udemy - 2022
- UDAPP Expectation - Udemy - 2022
- How to Manage & Influence Your Virtual Team - Udemy - 2021
- Coaching Skills for Engagement & Inclusion - Udemy - 2021
- The Manager's Guide to Effective One on One Meetings - Udemy - 2021
Timeline
Payments Operations Manager
Chipper Cash
05.2022 - Current
Customer Operations Team Lead
Chipper Cash
03.2021 - 04.2022
Senior Customer Operation Analyst
Chipper Cash
10.2020 - 03.2021
Team Lead, Customer Support
OPay
06.2019 - 09.2020
Customer Service Representative
Jumia
12.2018 - 05.2019
English Teacher Volunteer
Urban Girls Secondary School
01.2018 - 09.2018
Customer Service Intern
Bet9ja
02.2017 - 09.2017
Secretary Intern
UVO Engineering and Construction Company, Nigeria Limited
08.2016 - 11.2016
B.A - English Language
Anambra State University
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