Grace Ochuwa

With over five years of experience in customer service, I have built a strong reputation as a strategic problem-solver, an advocate for efficiency, and a professional committed to delivering top-tier customer experience. My expertise lies in streamlining operations, and implementing innovative solutions that contribute to business growth and customer satisfaction.

Currently, I work in the Fintech industry, where I specialize in resolving complex customer issues, including Bank Verification Number (BVN) discrepancies, transactional disputes, fraud prevention, and compliance-related challenges. My role demands a strong understanding of financial security protocols, regulatory requirements, and customer engagement strategies. By ensuring seamless service delivery and upholding industry standards, I contribute to both customer retention and operational excellence.

Beyond traditional customer service, I am passionate about process automation and optimization. I have expertise in using CRM tools, Microsoft PowerPoint, Microsoft Word, and Excel functions, including automation tools that enhance operational efficiency, reduce errors, and provide data-driven insights for decision-making. My ability to optimize workflows has led to measurable improvements in response times, accuracy, and overall service quality.

One of my key contributions in my current role has been the automation of manual processes, which has significantly reduced turnaround time for resolving customer complaints. Additionally, I played a role in implementing a centralized system that integrates various customer resolution platforms, making access to critical information more seamless and improving productivity across departments.

I take pride in being an innovative thinker with a results-driven approach. My experience extends beyond problem-solving; I am also committed to mentorship and knowledge sharing, equipping both colleagues and aspiring professionals with the tools they need to excel in customer service and operational roles. Whether improving workflows, implementing security measures, or leading process innovations, I bring a proactive mindset that fosters long-term success.

Core Competencies

·        Customer Service Excellence – Delivering seamless, customer-focused experiences that drive satisfaction and retention.

·        Process Improvement & Automation – Implementing workflow optimization strategies to increase operational efficiency.

·        Fraud Prevention & Risk Management – Ensuring compliance and safeguarding financial transactions.

·        Communication & Leadership – Effectively collaborating across teams and mentoring professionals for career growth.

My ability to bridge customer service, technology, and operational excellence makes me a valuable asset to any organization focused on innovation, efficiency, and customer satisfaction.