Suleman

OSENI SULEMAN DANJUMA
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PROFESSIONAL SUMMARY
Operations, finance, and customer experience professional with 6 years of experience across fintech,
crypto, and digital platforms. Skilled in payment operations, product operations, customer support
operations, and data reporting. At Quidax and Nomba, I supported high-volume transaction systems,
worked closely with compliance and risk teams, resolved complex payment issues, and improved
operational workflows. Known for being detail-oriented, process-driven, and highly reliable in
fast-paced environments.

SKILLS & COMPETENCIES

●​ Payment Operations & Reconciliation: Fiat on/off-ramp operations, payment gateways,
transaction processing, wallet balance accuracy, settlements, reversals, reprocessing, and
account reconciliation using tools like Excel, Google Sheets, and internal payment platforms.
●​ Ticket Triage & Workflow Management: Use of CRM (Customer Relationship
Management) and ticketing systems such as Zendesk, Freshdesk, Jira, or Intercom for
workflow queues, SLA (Service Level Agreement) tracking, issue prioritization, escalation
handling, and end-to-end case ownership.
●​ Customer Support & Experience Operations: Customer issue resolution through chat,
email, and ticketing tools , empathy-driven communication, technical troubleshooting,
onboarding support, and merchant or user activation assistance.
●​ Data Analysis & Reporting: Operational reporting using Excel, Google Sheets, Looker
Studio, and basic SQL for KPI (Key Performance Indicator) dashboards, ticket metrics,
transaction success rates, churn analysis, and performance tracking.
●​ Process Optimization & Documentation: Creation of SOPs (Standard Operating
Procedures), workflow standardization, automation support, and error reduction using tools
like Notion, Google Docs, and internal process documentation systems.
●​ Vendor & Partner Coordination: Daily communication with banks and PSPs (Payment
Service Providers) Flutterwave, Paystack, Stripe, PayPal-type systems, provider onboarding,
dispute resolution, channel health monitoring, and settlement follow-ups using email, CRM
tools, and shared reporting dashboards.
●​ Tools & Platforms: Hands-on experience with Excel, Google Sheets, Looker Studio, basic
SQL, CRM and ticketing systems (Zendesk, Jira, Salesforce Service Cloud, HubSpot Service
 Hub) payment gateways, internal fintech dashboards, and collaboration tools such as Slack,
Notion, Google Workspace, and Zoom.

WORK EXPERIENCE

Quidax (Crypto Exchange)
Fiat Operations Analyst September 2024 - Present
●​ Manage end-to-end fiat operations across multiple payment partners, ensuring service uptime,
accurate wallet balances, and rapid incident resolution.​

●​ Reduced average issue-resolution time from 120 minutes to 63 minutes by streamlining
dispute workflows, improving escalation paths, and enforcing consistent service-level
standards with vendors and agents.​

●​ Built the operational data foundation for Quidax 3.0 by developing Looker Studio
dashboards and performance metrics covering deposits, withdrawals, success rates,
uptime, and ticket-to-transaction ratios; created a Fiat Churn Analysis dashboard to identify
and address user-retention risks.​

●​ Introduced daily operational monitoring and agent performance tracking that cut repeat trade
cancellations and improved accountability through data-driven coaching and rule-based
penalties.​

●​ Led onboarding and integration readiness for new providers (Hydrogen Pay and Squad by
Habari Pay) handling requirements, pricing negotiations, and coordination with Finance and
Legal to expand payment options and system resilience.​

●​ Partner with Product and Engineering to diagnose and resolve bugs, automate manual checks,
and implement small but high-impact feature enhancements that improve reliability and user
trust.

Nomba Financial Services May 2023 – Sept 2024
Product Operation Associate
●​ Maintained reliable transfer services by reprocessing or reversing failed transactions and
tracking vendor channel balances.
 ●​ Built systems to capture and prioritize key user issues, ensuring quick feature enhancements
and fixes.
●​ Created transparency around product roadmaps, sharing progress updates with internal teams
and executive stakeholders.
●​ Researched user feedback, support tickets, and churn trends to inform product strategy and
foster innovation.
●​ Documented best practices, SOPs, and process flows to guide internal teams and improve
operational efficiency.

Nomba Financial Services Dec 2021 – May 2023
Customer Success Associate
●​ Handled technical and transactional inquiries, ensuring customers received timely and
accurate resolutions.
●​ Trained and supported sales teams, offering guidance on product functionalities to strengthen
client relationships and drive product adoption.
●​ Collaborated with internal departments to streamline resolution processes, maintain updated
service knowledge, and recommend new solutions.
●​ Organized onboarding and configuration for new merchants, ensuring seamless integration
and user adoption.

Insurance Supermarket International, Ontario, Canada Jan 2021 – Dec 2021
Customer Relations Expert (Qualifier)
●​ Connected clients with suitable insurance quotes by verifying details, scheduling
appointments, and following up on leads.
●​ Managed inbound and outbound calls for Canadian and American clients, achieving high
satisfaction and conversion metrics.
●​ Utilized strong communication and problem-solving skills to address customer objections,
ensuring policy acceptance and adherence to regulatory standards.

Jumia Nigeria Mar 2020 – Dec 2020
Product Support
●​ Assisted customers with e-commerce platform queries, addressing issues related to payments,
shipping, returns, and promotions.
●​ Gathered customer feedback and collaborated with internal teams to enhance platform
usability and user experiences.
●​ Used CRM tools to track and resolve customer complaints, ensuring prompt follow-up and
Continuous improvement across product lines.
CERTIFICATIONS

●​ Google Data Studio A-Z: Looker Studio for Data Visualization — Udemy (Obtained
October, 2025)

●​ Generative AI Strategic Leader — (Obtained July 2025)
(Comprises: Generative AI Deep Research: Strategic AI Edge for Leaders, Prompt
Engineering for ChatGPT, Generative AI Primer, and Agentic AI and AI Agents: A Primer for
Leaders)

●​ Business Leadership Development Program — Rome Business School (Obtained March
31, 2025)

●​ Become a Product Manager — Udemy (Obtained May, 2023)

EDUCATION

Executive Master’s in Finance (In Progress) — Rome Business School, Rome, Italy​
Expected completion: April 2026​

B.Ed. Adult Education — University of Lagos, Akoka, Lagos State, Nigeria​
Distinction in Social Work, Community Development, Statistics, and English.

Languages: English and Yoruba.
References Available Upon Request

LinkedIn Profile; http://[відкрити контакти](див. вище в блоці «контактна інформація»)