Precious Nwachukwu
Lagos
Summary
Customer Support Specialist with over six years of experience in fintech, spanning Afriex, OhentPay, and Raenest, with a focus on delivering reliable support across both B2B and B2C ecosystems. Experienced in managing the full lifecycle of cross-border transactions, from initiation to resolution, within fast-paced, compliance-driven environments. Proven track record supporting global payment corridors including China and the United States, resolving complex transaction failures, and handling KYC/AML-sensitive cases with accuracy and discretion. Known for driving clarity in high-pressure situations and serving as a critical link between merchants, customers, and internal teams to maintain payment continuity, operational efficiency, and platform trust.
Overview
8
8
years of professional experience
Work History
Customer Support (B2B / Merchant Support)
Raenest
12.2025 - Current
- Provide dedicated support to business clients using Raenest for international payments and financial operations.
- Support execution of cross-border payments to China, the United States, and other global corridors, ensuring accuracy and compliance.
- Investigate and resolve payment failures, delays, and transaction discrepancies impacting business operations.
- Assist merchants using Raenest for global payouts, treasury operations, and financial workflows.
- Support users on investment-related features, simplifying complex financial processes.
- Collaborate with engineering, compliance, and product teams to resolve high-priority merchant issues.
- Handle sensitive, high-value transactions with strong attention to risk, compliance, and customer trust.
Customer Success Senior Agent (Retention)
OhentPay
10.2024 - 12.2025
- Designed and implemented customer retention and reactivation strategies, reducing churn.
- Analyzed transaction behavior and user activity using Freshdesk analytics dashboards.
- Identified at-risk users and executed targeted engagement campaigns.
- Collaborated with product teams to improve payment experience and user journey flows.
- Generated weekly/monthly reports on CSAT, churn trends, and support performance metrics.
Customer Support Team Lead
Afriex
06.2023 - 09.2024
- Led a team of 8 agents handling high-volume fintech support operations.
- Managed escalations involving cross-border transfers, failed transactions, and KYC/AML issues.
- Developed SOPs for payment issue resolution and escalation workflows.
- Analyzed support data to identify recurring transaction issues and improve platform performance.
- Ensured compliance with regulatory standards in all customer interactions.
Customer Support Specialist (Tier II)
Afriex
08.2022 - 06.2023
- Delivered Tier II support for complex transaction and account-related issues.
- Resolved issues across deposits, withdrawals, token transactions, and international transfers.
- Escalated technical issues to engineering while maintaining clear user communication.
- Acted as liaison between product, compliance, and engineering teams to improve user experience.
Customer Service / Client Service Lead
Awaba Nigeria
03.2021 - 07.2022
- Played a key role in launching web applications and WhatsApp bot support systems.
- Managed a team handling both prospective and existing customers, driving over 1,000 new user sign-ups.
- Developed multilingual support templates (English + local languages) to improve accessibility.
- Implemented data-driven upselling and cross-selling strategies, contributing to business growth.
- Designed workflows, response templates, and communication structures across platforms.
Call Center Representative
Sunny-Tech Technologies
04.2019 - 03.2021
- Managed inbound and outbound calls, resolving customer complaints and service issues.
- Maintained accurate records of interactions using CRM tools.
- Escalated complex cases and ensured timely resolution.
- Consistently met KPIs for call handling, resolution time, and customer satisfaction.
Live Chat Agent
Jumia Nigeria
01.2018 - 03.2019
- Provided real-time support via live chat for e-commerce customers.
- Assisted with orders, refunds, returns, and product inquiries.
- Maintained detailed chat logs and ensured proper issue tracking.
- Delivered clear, concise, and empathetic communication to enhance customer experience.
Education
B.Sc. - Computer Science
Ignatius Ajuru University
HND - Computer Science
Abia State Polythecnic
Master of Science - Information And Communication Technology
Ignatius Ajuru University
05-2026
Skills
- Merchant & Customer Support
- Cross-Border Payments & FX Transactions
- Payment Issue Resolution
- KYC / AML & Compliance Support
- Escalation & Incident Management
- Customer Retention & Lifecycle Management
- Data Analysis
- Data analysis
- Customer relationship management
- Team leadership
- Cross-functional collaboration
Affiliations
- Intercom | Zendesk | Freshdesk | Slack | Trello | Retool | Power BI | Hootsuite | UXCam
Timeline
Customer Support (B2B / Merchant Support)
Raenest
12.2025 - Current
Customer Success Senior Agent (Retention)
OhentPay
10.2024 - 12.2025
Customer Support Team Lead
Afriex
06.2023 - 09.2024
Customer Support Specialist (Tier II)
Afriex
08.2022 - 06.2023
Customer Service / Client Service Lead
Awaba Nigeria
03.2021 - 07.2022
Call Center Representative
Sunny-Tech Technologies
04.2019 - 03.2021
Live Chat Agent
Jumia Nigeria
01.2018 - 03.2019
B.Sc. - Computer Science
Ignatius Ajuru University
HND - Computer Science
Abia State Polythecnic
Master of Science - Information And Communication Technology
Ignatius Ajuru University