As August draws to a close, we introduce Nena Nwachukwu, BitPesa’s Customer Service and Communications Associate!
Who are you?
I’m Nena, short for Nnenna. Too many Ns in one name, so I removed them. (smiles)
Where did you go to school?
I schooled very close to home in Lagos. When I was younger, I attended Pelade Nursery/Primary School. Secondary school was a bit farther. I went to a boarding school called Lagos State Model College, Igbokuta, located on the outskirts of Lagos. Then my parents decided it was time I learnt about my roots, so I had to select the University of Nigeria, Nsukka located in the south-eastern part of the country where we’re from. While here, I pursued a bachelor’s degree in English and Literary Studies. I hope to get an MSc in Communications or Public Relations in the nearest future.
What team are you on?
I’m on the Customer Service and Communications team at BitPesa. I attend to our customers from all over the world, which is awesome! I listen to clients via phone calls, social media platforms, emails and face-to-face meetings sometimes. I do my best to resolve their issues, walk new users through processes and a host of other things. I love talking to people and solving problems.
How did you become part of BitPesa?
I was working at an online retailer at the time and was pretty much satisfied with my job. I first heard about BitPesa through a friend. First thing I asked, like most Nigerians do, is: “What is Bitcoin?!”
So I got curious, dug up all I could about it from the internet (thank you Google!) and I fell in love. The fact that it’s relatively new in Nigeria and the potential of being part of a team that would popularize it and redefine financial technology, not just in Nigeria, but in Africa and the world as a whole, piqued my interest. So here I am teaching others about it. (laughs)
What does a typical day at the office look like for you?
Man! How to answer this question? (laughs) There’s no typical day at the office for me. Every day comes with something new. But basically, I open all the websites I’ll be using for the day, check the customer service phone, my emails, support tickets and WhatsApp to ensure all pending customer issues are resolved. To make this happen, a lot of communication goes on between the tech team, finance team and our payment partners.
Then I move on to liaise with teammates, for ongoing projects. I get on conference calls, meetings and provide feedback from our customers to the team when it’s time for decision making. These include customer follow-ups, content creation and product reviews. No two days are the same in the BitWorld.
What tools do you use on a daily basis? Favourites?
I use Slack, Zendesk, WhatsApp, Skype, calculator and Google apps — especially Google sheets and more Google sheets. (laughs)
My favourite is Slack – it has productivity-inspired features that make interaction between teammates easier. The new call feature is a big plus. These tools are very important as I have to collaborate with team members who are scattered across the globe.
What sites do you spend most of your time on?
Google. There’s always a Google tab opened on my computer and I have the app on my phone’s home screen. I also spend time on news related websites like The Guardian, CNN, Forbes, Nairaland and social media pages like Twitter and Instagram.
What is the next skill set you would like to learn or expand upon?
I’d like to improve on my communication skills, analytics and keep learning about the fintech world. I may also dabble in Journalism, but that’s just a thought.
What’s your least favourite thing about Lagos?
Traffic and the population. Took me months to adjust when I returned from the university.
What is the last movie you watched?
Knock Knock. This is a pretty intense movie that got me thinking of how a single decision can completely ruin one’s life. I also can’t get over Game of Thrones, I re-watch previous episodes from time to time.
What book are you reading?
The Power Of Your Mind by Chris Oyakhilome. It’s a good book about personal development but I hardly have time to read it, so I’ve been on it for days.
Anywhere by the sea with a breathtaking view, specifically the Caribbean.
What’s your favourite part of working at BitPesa?
My favourite part of working at BitPesa is the awesome people here. Everyone is super smart and helpful. We’re a mix of different races and backgrounds from all around the world and have evolved from teammates to family.
What goes on in your life outside of BitPesa?
I spend time with my family and friends and visit as many fun places as possible within the city. I enjoy sightseeing and Lagos is blessed with several interesting spots.
What is your favourite place to hang out in Lagos?
The beach, specifically Lekki Leisure Lake. I love the sea breeze on my face and in my hair. I also like Rhapsody at Ikeja City Mall, they’ve got good music and a pretty rooftop lounge.
Where do you want to be in 15 years?
Married with 3 kids and living in a house by the sea. (smiles) Career-wise, I hope to become a communications/PR expert or become an activist for the less privileged.
Tell us something fun about you!
I like volleyball. I played for my platoon during the 3-week paramilitary NYSC (National Youth Service Corps) camping for fresh graduates in Nigeria. I also take the ‘L’ and ‘R’ on my earphones seriously, in fact, I won’t buy one that doesn’t have that inscription.