Onyinyechi Nwachukwu

ONYINYECHI NWACHUKWU Customer Success Specialist | Technical Support Specialist 12 Obokwu, Avu, Owerri, Imo, Nigeria. - nwachukwuonyinyechi79@g mail.com https://linkedin.com/in/nwac hukwuonyinyechic PROFILE SUMMARY SKILLS Experienced Technical Support and Customer Service Professional with 5+ ​Financial Transactions years of solving complex customer issues via phone, email, and live chat. Processing & Error Resolution. Skilled in diagnosing and troubleshooting hardware/software issues, handling fintech-related transactions, and providing backend support. Trained in software engineering by ALX-Africa with hands-on experience in building APIs, debugging backend services, and working collaboratively ​CRM Tools (Zendesk, Monidesk). ​Customer Relationship using GitHub. Adept at managing CRM systems, improving support Management. workflows, and delivering excellent service in fast-paced environments. ​Empathy, Conflict Resolution & Stress Management. EXPERIENCE ​Written & Verbal Communication. Moniepoint, Abia State — Business Relationship Manager ​Git, GitHub, Postman, MySQL May 2023 - PRESENT (via ALX Projects). Successfully onboarded and supported clients, ensuring a seamless and informed start to their journey through clear guidance and attentive service. Built strong, trust-based relationships with agency and service-based clients, fostering loyalty and long-term engagement. Monitored client account and proactively resolved technical and operational issues before they escalated. KEY ACHIEVEMENTS Achieved 95% first-contact resolution rate in customer support cases. Maintained organized records and internal systems, ensuring no task or customer detail was overlooked. Streamlined the POS Designed and conducted field training for sales agents and merchants on product usability and error prevention. reducing turnaround time by complaint resolution system, 40%. Hoba Classic Services, Imo state — Technical Finance Support Specialist Maintained strong client Oct 2019 - March 2023 referral-based client Provided real-time support for fintech services including error transactions, failed dispenses, and account reconciliation. acquisition. Diagnosed and resolved backend API issues relating to payment processing platforms. Processed and validated high-volume financial transactions including deposits, POS issues, returns, and refunds. Liaised with banking institutions and payment gateways to escalate unresolved cases. Maintained organized records using CRM software and internal ticketing systems. Led periodic technical reviews with the finance department to improve transaction processes and reduce errors. relationships, leading to 30% CERTIFICATIONS ALX-Africa: ●​ Software Engineering Program. ●​ Financial modelling and Data Analyst. ●​ Business Intelligence and Data Analysis. TRAININGS ●​ Education Stress Management and Building Resilience in the Federal University of Technology, Owerri, Nigeria — B.tech Sept 2012 - July 2017 ●​ ●​ Royal Crown Academy, Nsukka — WAEC Sept 2009 - July 2012 Key Projects Built and tested RESTful APIs using Python and Node.js. Implemented database integration using MySQL and PostgreSQL. Used Git and GitHub for version control and collaborative development. Participated in weekly stand-ups, code reviews, and agile sprints. Troubleshot system-level bugs and debugged live API requests using Postman. ●​ Workplace. Handling Difficult Customer Interactions. Business Communication Etiquettes for Business Relationship Managers. Technical Product Support Fundamentals (Internal Training, Moniepoint). LANGUAGES English (Fluent), Igbo (Fluent)