Uche Okwechime
Lagos,Nigeria
Summary
Forward-thinking Operations Specialist bringing 5 years of expertise in Business Operations, Sales Support, and Chargeback/Dispute resolution for Financial Technology sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems through data analysis, and deliver innovative improvement strategies. Proficient in Excel and Salesforce.
Overview
5
5
years of professional experience
Work History
Operations Support Specialist
PayU Nigeria
Ikoyi, Nigeria
12.2020 - Current
- Created and maintained well-organized electronic and hard copy files to support business processes.
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Prevented and minimized processing errors by analyzing trends and implementing feedback from managers.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Monitor collections for Bills Payment solution
- Analyzed and evaluated operational issues and determined cost-effective solutions.
- Merchant onboarding and setup on Bills pay solution
- Ensure optimal performance of Bills pay solution by working closely with Technology team
- Escalate issues spotted on any payment channel with Technology team
- Manage business relationship with all merchants (Bills payment and Payment service ) as well as ensure their complaints and feature requests are attended to in timely manner.,
Chargeback Analyst
PayU Nigeria
Victoria Island, Lagos, Nigeria
11.2017 - Current
- Defined and documented chargeback processing guidelines.
- Established Fraud investigation request procedures.
- Oversaw design and implementation of chargeback automation system which has reduced chargeback processing time by 95%
- Trained new merchants on best practices to avoid/reduce chargeback notifications which increased chargeback win rate for merchants to 98%.
- Engage merchants on fraud and chargeback prevention measures as well as how to properly investigate and prepare rebuttal documents for chargebacks.
- Resolved disputes by processing refunds and debits to cardholders or merchants
- Identified fraud and reported suspected cases to appropriate contact
- Investigated disputed credit or debit card transactions
- Maintained relationships with vendors and managed invoices for Bills Pay Product
- Identified and suggested remedies for areas of improvement based on detailed daily reports and analysis
- Supported management by processing invoices and documents with consistent on-time delivery
Customer Support Specialist, Sales Support
PayU Nigeria
Victoria Island, Lagos, Nigeria
02.2017 - 12.2020
- Established customers support procedures for B2C complaints which are still being used to date.
- Defined escalation points for support issues which reduced turnaround time for resolution of customer complaints to less than 24 hours.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections
- Learned and frequently used multiple sales systems to investigate, track and correct customers' issues
- Provided primary customer support to internal and external customers
- Maintained and managed customer files and databases
- Developed working knowledge of CRM to effectively track sales leads and activities
- Received and organized vendors samples for use by sales team
- Coordinated responses and resources to handle special client requests
- Completed monthly sales reports to highlight trends and help with team strategizing
Education
Bachelor of Science - Electrical, Electronics Engineering
Kwame Nkrumah University of Science And Technology
Ghana07.2016
Skills
- Data Analysis
- Customer Relations
- Problem-Solving
- Critical Thinking
- Excellent Communication
- Organization and Time Management
- Interpersonal Communication
- Onboarding Design
- Unified Communications Integration
- Resource Planning and Scheduling
- Flexible and Adaptable
- Multitasking Abilities
Personal Information
Analytical Skills
Critical thinking
Problem solving abilities
Effective communication skills
Self motivated
Timeline
Operations Support Specialist
PayU Nigeria
12.2020 - Current
Chargeback Analyst
PayU Nigeria
11.2017 - Current
Customer Support Specialist, Sales Support
PayU Nigeria
02.2017 - 12.2020
Bachelor of Science - Electrical, Electronics Engineering
Kwame Nkrumah University of Science And Technology
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