Akunna Okorie-Tanko
Calgary,AB
Summary
Strategic and results-driven Customer Support and Success Leader with 6+ years of experience scaling and optimizing customer support functions within high-growth fintech environments. Proven ability to lead global teams, enhance customer experiences, and drive operational excellence. Adept at implementing data-driven strategies to improve CSAT, NPS, and response times. Expertise in risk mitigation, and fintech-specific customer support processes. Passionate about building customer-centric cultures that foster loyalty and business growth.
Overview
8
8
years of professional experience
3
3
Certification
Work History
Head of Customer Support & Success
Afriex
01.2021 - Current
- Scaled the customer support team from 3 to 56+ international agents, enhancing efficiency and coverage.
- Designed and executed a data-driven customer success strategy, leading to a 30% increase in retention rates.
- Reduced ticket resolution time by 40% through process optimization, AI-powered chatbots, and workflow automation.
- Developed and enforced AML/KYC compliance protocols, successfully mitigating fraud risks by 35%.
- Spearheaded the creation of an internal and external knowledge base, reducing inbound queries by 20%.
- Optimized shift scheduling and coverage, improving response times by 50%.
- Led the hiring, onboarding, and training of new team members, increasing productivity and engagement.
Customer Support Manager
RockWallet
04.2024 - 12.2024
- Led a 5-member international support team, achieving a 85% CSAT score.
- Launched a customer feedback loop that directly contributed to product enhancements, improving user experience.
- Implemented structured onboarding for premium customers, increasing adoption rates by 25%.
- Developed a knowledge base and self-service resources, reducing support ticket volume by 15%.
- Established a weekly training program to enhance team expertise and maintain service excellence.
Customer Success Specialist
Oze
02.2022 - 09.2022
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Collaborated with cross-functional teams to build loan repayment structure for consumers.
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Loan underwriting to check for eligibility and amount they are eligible for.
Customer Support Advisor
ModSquad
04.2021 - 02.2022
- Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
- Demonstrated adaptability by quickly learning new software tools and technologies, allowing for seamless transitions between various support systems.
- Managed high chat volume while maintaining a professional demeanor and ensuring first-call resolution.
- Recognized patterns in customer inquiries, suggesting relevant updates to company''s FAQs section on website to reduce future tickets volume.
- Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
Customer Support Manager
QuickCheck
02.2018 - 03.2021
- Led customer support operations, driving a 50% improvement in response and resolution times.
- Built and optimized a multi-channel support system (chat, email, phone, and ticketing), improving accessibility.
- Developed performance metrics and KPIs that enhanced team accountability and effectiveness.
- Integrated AI-driven chatbots and IVR, automating 30% of inquiries and improving efficiency.
- Conducted training and mentoring programs that increased team retention and performance.
Customer Service Specialist
3CHUB
10.2016 - 09.2017
- Handled frustrated customer calmly, finding resolutions that satisfied both the company and the customer's needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Education
Master of Science - Economics
Abia State University
Nigeria11-2019
Bachelor of Science - Banking And Finance
Abia State University
Nigeria09-2015
Skills
- Customer Experience Optimization
- Global Team Leadership & Development
- Process Automation & Efficiency
- Fintech Compliance (AML, KYC, KYB)
- Data-Driven Decision Making
- Knowledge Base & Self-Service Strategies
- CRM Implementation & Optimization
- Stakeholder Management & Cross-functional Collaboration
Certification
- Foundations of Project management -2025
- Generative AI for sales and service professionals -2024
- BSA,AML&OFAC Compliance -2024
- Anti-Money Laundering Concepts: AML, KYC, and Compliance -2023
Timeline
Customer Support Manager
RockWallet
04.2024 - 12.2024
Customer Success Specialist
Oze
02.2022 - 09.2022
Customer Support Advisor
ModSquad
04.2021 - 02.2022
Head of Customer Support & Success
Afriex
01.2021 - Current
Customer Support Manager
QuickCheck
02.2018 - 03.2021
Customer Service Specialist
3CHUB
10.2016 - 09.2017
Master of Science - Economics
Abia State University
Bachelor of Science - Banking And Finance
Abia State University
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