Suleman

OSENI SULEMAN DANJUMA​
📧 [відкрити контакти](див. вище в блоці «контактна інформація») | 📞 [відкрити контакти](див. вище в блоці «контактна інформація»)​
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PROFESSIONAL SUMMARY

Customer Support and Operations Specialist with 6+ years of experience across fintech, crypto,
e-commerce, and digital platforms. Skilled in handling high-volume support requests, resolving
complex user issues, and managing workflows across multiple systems. Experienced in account
support, transaction handling, CRM tools, and data tracking using tools like Google Sheets. Known
for strong written communication, attention to detail, and a customer-first approach. Able to quickly
adapt to new products and industries while maintaining high-quality support and efficient problem
resolution.

CORE SKILLS

Fintech & Payments Operations

●​ Fiat on/off-ramp operations
●​ Transaction processing & reconciliation
●​ Payment gateway integrations
●​ Wallet balance monitoring
●​ Settlement operations

Customer & Product Operations

●​ CRM and ticket management (Zendesk, Freshdesk, Intercom, Jira)
●​ Customer support operations
●​ Merchant onboarding and activation
●​ Product issue triage and escalation management

Data & Operational Analytics

●​ Excel & Google Sheets analytics
 ●​ Looker Studio dashboards
●​ KPI monitoring and reporting
●​ Operational performance analysis
●​ Basic SQL querying

Operations Management

●​ SOP documentation
●​ Process optimization
●​ Workflow automation
●​ Vendor and PSP coordination

PROFESSIONAL EXPERIENCE

Customer Support and Operations Specialist

Quidax(Crypto Exhange) Sept 2024 – Present

●​ Provide customer support to users via chat and ticketing systems, resolving issues related to
deposits, withdrawals, and account access.​

●​ Investigate crypto transaction issues including incorrect network usage, delayed deposits, and
wallet discrepancies.​

●​ Manage and review user accounts, ensuring accuracy of transactions and resolving
user-related concerns.​

●​ Process and track manual transactions, including deposit confirmations and withdrawal
follow-ups.​

●​ Communicate clearly with users, providing step-by-step guidance on resolving issues and
using the platform.​

●​ Monitor transaction statuses and escalate complex issues to technical teams when required.​

●​ Maintain detailed records of user issues and resolutions to ensure consistency and accuracy.​

●​ Use Google Sheets and internal tools to track issues, analyze patterns, and support reporting.
Product Operations Associate

Nomba Financial Services​
May 2023 – Sept 2024

• Maintained reliable transfer services by managing failed transaction reversals, reprocessing
workflows, and vendor channel balances.

• Built internal systems to capture customer issues, support tickets, and operational insights for
product improvement.

• Provided operational reporting and feedback to product teams to improve transaction success rates
and user experience.

• Documented operational workflows, SOPs, and internal process documentation to improve team
efficiency.

Customer Success Associate

Nomba Financial Services​
Dec 2021 – May 2023

• Managed technical support and payment-related customer inquiries through CRM ticketing systems.

• Assisted merchants with onboarding, system configuration, and platform adoption.

• Worked cross-functionally with internal teams to resolve complex transaction issues and improve
support workflows.

• Supported sales teams by providing product knowledge and technical support during merchant
onboarding.

Customer Relations Expert

Insurance Supermarket International — Ontario, Canada​
Jan 2021 – Dec 2021
• Assisted North American clients in identifying suitable insurance plans by verifying personal and
financial information.

• Managed inbound and outbound calls while maintaining high customer satisfaction and conversion
metrics.

• Addressed client objections and compliance requirements during the insurance onboarding process.

Product Support Specialist

Jumia Nigeria​
Mar 2020 – Dec 2020

• Supported customers with e-commerce platform queries related to payments, shipping, returns, and
promotions.

• Documented customer feedback and collaborated with product teams to improve user experience.

• Managed support tickets using CRM systems and ensured timely issue resolution.

EDUCATION

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

Bachelor of Education (Adult Education)​
University of Lagos — Lagos, Nigeria

CERTIFICATIONS

• Generative AI Strategic Leader​
• Google Data Studio (Looker Studio) for Data Visualization​
• Business Leadership Development Program — Rome Business School​
• Become a Product Manager — Udemy
TOOLS & TECHNOLOGIES

Excel • Google Sheets • Looker Studio • SQL • Zendesk • Jira • Salesforce Service Cloud • HubSpot •
Notion • Slack • Google Workspace

LANGUAGES

English (Fluent)​
Yoruba (Native)

REFERENCES

Available upon request