Urewuchi Favour

Customer Support Representative with 4+ years experience in fintech providing multi-channel support via email, chat, and phone. Proven track record of 95% SLA adherence, 96% CSAT, and 90% First Contact Resolution. Expert in Zendesk, Moniedesk, billing inquiries, transaction failures, and knowledge base documentation.

Skilled in communicating clearly and professionally, staying calm under pressure, solving customer problems efficiently, and working effectively in a remote environment. Experienced supporting US hours.

Customer Service Representative - Moniepoint

(2022 - 2026)

• Delivered multi-channel customer support to 80+ customers daily via email, chat, and phone in a high-volume fintech environment
• Handled customer inquiries via real-time chat, email, and phone; processed orders, refunds, applications, and service requests with 90% First Contact Resolution
• Maintained accurate records of customer interactions, managed and updated customer accounts, and collaborated with internal teams to resolve concerns efficiently
• Conducted customer satisfaction follow-ups and analyzed feedback to identify trends and suggest improvements to support processes
• Stayed up to date with product knowledge, company policies, and procedures to provide accurate information and escalate complex issues when necessary
• Recognized for communicating clearly and professionally while staying calm under pressure to solve customer problems efficiently in a fully remote environment
• Maintained 95% SLA and 96% CSAT while achieving 90% First Contact Resolution on billing, account, and transaction issues
• Investigated complex issues using API logs and browser console data, then documented reproducible steps for Product and Engineering escalation
• Reduced repeated escalations by 60% through detailed case notes and clear communication with technical teams
• Authored 40+ self-service articles and knowledge base updates that decreased repeat ticket volume by 25%

Bachelor of Science - Marketing - Imo State University, Owerri (2020)