Victory Nwachukwu

Nwachukwu Victory Lagos, Nigeria Customer Support Specialist | Fintech Support Customer Support Specialist with 3+ years of experience supporting customers across fintech, technology, and service industries. Skilled in resolving payment issues, wallet funding errors, and account verification inquiries through chat, email, phone, and social media channels. Proficient in CRM and helpdesk platforms with a strong track record of maintaining high customer satisfaction and meeting SLA targets. Key Achievements ● Maintained 98% customer satisfaction (CSAT) while handling high-volume fintech support inquiries. ● Resolved 90% of customer issues on first contact, reducing escalation rates. ● Managed 80+ customer interactions daily across chat, email, phone, and WhatsApp Core Skills ● ● ● ● ● Customer Support & Client Relations Ticket Management &Helpdesk support Live Chat, Email & Phone Support Customer Issue Troubleshooting Conflict Resolution & Customer Issue Escalation ● ● ● ● ● CRM & Ticketing Systems Customer Satisfaction (CSAT) Time Management & Organization SLA & Response Time Management Remote Communication & Collaboration Tools & Support Channels ● ● ● ● ● Freshworks Intercom Tidio Jivochat Slack ● ● ● ● ● Google Workspace Microsoft Office Suite Email Support Whatsapp and Phone support Teams Professional Experience Customer Support Associate (Fintech) February 2025 - Present Redbiller Technologies, Lagos ● Respond to 80+ customer inquiries daily across phone, email, live chat, WhatsApp, and social media while maintaining a 95% SLA response rate. ● Assist customers with failed payments, wallet funding issues, and account verification, ensuring fast and accurate resolution. ● Utilize internal knowledge base and support documentation to provide accurate and consistent customer solutions. ● Maintain 98% customer satisfaction (CSAT) by providing timely and solution-oriented support. ● Resolve 90% of customer inquiries on first contact, minimizing escalations and improving overall support efficiency. ● Collaborate with sales and product teams via Slack to identify recurring issues, leading to a 15% boost in retention. ● Manage and track support tickets using Freshworks CRM, improving issue resolution time by 30%. Executive Assistant & Secretary Generation for Societal Change , Lagos September 2023- December 2024 ● Managed email and phone inquiries, ensuring timely responses and professional communication with stakeholders. ● Coordinated calendars, scheduled meetings, and organized organizational activities. ● Prepared reports and documentation to support internal operations and leadership decision-making. ● Maintained organized records, databases, and spreadsheets for efficient information management. Social Media Manager (Remote) Quineks Global Limited, Port-Harcourt December 2022 - August 2023 ● Managed company social media platforms and maintained consistent audience engagement. ● Responded to customer inquiries, comments, and messages across social media channels. ● Assisted customers with service questions and directed them to appropriate support channels. Social Media Manager (Remote) Topnotch Brand & Communication ,Lagos October 2019 – October 2022 ● Managed social media platforms and responded to customer inquiries via messages and email. ● Engage with audiences to address questions, concerns, and feedback. ● Collaborated with marketing teams to improve brand communication. Customer Service Representative Csohams Impex Resources , Owerri April 2018 – October 2018 ● Provided customer support via phone, email, and in-person interactions. ● Addressed customer complaints and inquiries regarding company services. Education Bachelor of Art in Education BA(Ed) in Educational Foundations and English Nnamdi Azikiwe University, Awka Additional Training & Certifications ● Udemy -Customer Relationship Management ● Digital Witch Academy (IT Support Training) ● ALX Virtual Assistant Training ● Jobberman Soft Skills Training ● Google Digital Marketing 2021 -