Emmanuel

Experienced customer success, data management, operations business analysis, and technical account management professional with over seven years of post-qualification experience in fintech, financial services (pensions), and telecoms. Excellent reputation for resolving problems, improving client satisfaction and retention, critical thinking, reporting, and driving overall business objectives.

Technical Account Manager - Visa - Reading, United Kingdom

(2024-10)

• Client Relationship Management – Act as a trusted advisor to key accounts, understanding their business objectives, payment processing challenges, and technical requirements achieving a 98% CSAT.
• Technical Support & Issue Resolution – Provide hands-on support for technical issues related to payment processing, integrations, and compliance, ensuring minimal downtime and seamless operations.
• Product Implementation & Integration – Lead and support clients in integrating payment solutions (APIs, SDKs, payment gateways) into their platforms, ensuring a smooth onboarding process.
• Project Management – Oversee the end-to-end delivery of technical projects, coordinating across internal teams (engineering, compliance, risk, sales) and external stakeholders to ensure timely execution and client satisfaction.
• Voice of the Customer – Act as an advocate for clients by gathering feedback, identifying recurring pain points, and collaborating with internal teams to drive product improvements and enhance the overall customer experience to achieve an 80% NPS score.
• Performance Monitoring & Optimization – Analyze transaction data, identify inefficiencies, and recommend solutions to improve payment success rates, reduce fraud, and optimize costs.
• Compliance & Security Advisory – Educate clients on regulatory requirements (PCI DSS, PSD2, EMV), fraud prevention strategies, and security best practices to maintain compliance and mitigate risks.
• Cross-functional Collaboration – Work closely with sales, product, and engineering teams to escalate and resolve client issues, influence product roadmaps, and enhance service delivery.

Technical Account Manager - Flutterwave - Remote

(2021-06 - 2023-05)

• Managed technical API integration, systems engineering program management, customer support, and program management.
• Managed a diverse portfolio of merchants across different market segments, consistently meeting company demands which resulted in achieving a 98% customer satisfaction score.
• Performed in-depth data analysis on merchant transaction data to identify trends, uncover insights, and provide actionable recommendations to improve client operations and enhance product offerings. Utilized SQL, excel and data visualization tools to support data-driven decision-making and strategic planning.
• Recommended changes, improvements, or enhancements in products to the product team based on customer feedback to ensure the delivery of payment experiences to our customers.
• Acted as liaison for merchants by collaborating with key internal stakeholders/teams including product, engineering, product, compliance, account management and other departments.
• Supported the development, execution, and improvement of the customer success life cycle management process which resulted in less than 10% of my portfolio frequently requesting help.
• Assessed technical issues and worked with resources/personnel toward resolution contributing to a 30% increase in customer support ticket resolution times.
• Partnered with the sales team to explore opportunities to grow and expand customer relationships.
• Built long-term, trusted partner relationships to manage stakeholder expectations and met revenue growth goals with a 10% increase.
• Identified and proposed upsell and renewal opportunities and communicated value proposition to reduce churn by enterprise customers to less than 1%.
• Facilitated the collection of client requirements through in-depth analysis and stakeholder consultations, ensuring alignment with product capabilities and business objectives.

Data Management Associate - ARM Pension Funds Managers Limited - Lagos, Nigeria

(2018-08 - 2021-05)

• Provided operational support to the business support and customer service teams.
• Ensured all incoming client data and KYC documents meet regulatory standards.
• Provided support for data integrity initiatives and overall organizational data governance.
• Planned and implemented in-depth studies on data quality management, data-driven business decision-making, and data science trends.
• Managed master data, including creation, updates, and retrieval.
• Reviewed regulator publications and explained them to business units to aid ease of understanding
• Assisted with database upgrades, system enhancements, and migrations by performing user acceptance testing (UAT).
• Collected, reviewed, and analyzed data from diverse departments for reporting needs.
• Managed quality assurance programs on data evaluations, data cleanup, and imported data.

Customer Care Executive - 9mobile (Formerly Etisalat Nigeria) - Lagos, Nigeria

(2016-03 - 2018-07)

• Improved customer experience by engaging customers and facilitating growth through inbound and outbound calls.
• Took ownership of customer complaints and followed problems through to resolution within the contracted SLA.
• Sold additional services by recognizing opportunities to up-sell accounts; explaining new features of products and services.
• Kept accurate records and documented customer service actions and discussions in the CRM tool.
• Mentored customer service agents and nurtured an environment where they could excel through encouragement and empowerment.
• Controlled resources and utilized assets to achieve qualitative and quantitative targets.

Master of Science - Business Analytics and Big Data - University of Dundee (2023-01 - 2024-01)

Bachelor of Science - Computer Science - Niger Delta University (2009-11 - 2014-02)