Suleman

OSENI SULEMAN DANJUMA
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
LinkedIn: [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY

Customer Support and Operations Specialist with 6+ years of experience across customer service,
fintech, crypto, insurance, e-commerce, and subscription-based services. Experienced in managing
customer accounts, resolving complex enquiries, improving customer retention, processing payments,
handling collections, scheduling services, and supporting high-volume customer interactions across
phone, chat, email, and CRM platforms.

Strong background in customer loyalty and retention, with experience identifying customer concerns,
resolving service issues, managing billing enquiries, and finding appropriate solutions to prevent
cancellations. Skilled in CRM tools, operational workflows, transaction support, escalation
management, and data tracking. Known for clear communication, problem-solving, empathy, and the
ability to confidently manage difficult customer conversations while protecting both the customer
experience and business relationship.

CORE SKILLS

Customer Service & Account Management

● Customer account management
● Customer retention & loyalty
● Cancellation prevention
● Customer enquiry resolution
● Appointment scheduling & service coordination
● Billing and payment support
● Collections & outstanding balance management
● Complaint handling & de-escalation
● Phone, chat & email support

Fintech & Payments Operations

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

Customer & Product Operations

● CRM & ticket management
● Zendesk, Freshdesk, Intercom & Jira
● Merchant onboarding & activation
● Product issue triage
● Escalation management
● Cross-functional issue resolution

Data & Operational Analytics

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

Operations Management

● SOP documentation
● Process optimization
● Workflow management
● Vendor & PSP coordination

PROFESSIONAL EXPERIENCE

Account Specialist | Customer Support Representative

Insight Pest Solutions — North Carolina, USA Feb 2026 – Present

● Manage customer accounts throughout the service lifecycle, providing support for billing,
appointments, payments, service enquiries, account changes, and pest-related concerns.
● Handle customer retention and loyalty conversations, identifying the underlying reasons
customers want to cancel and providing appropriate solutions to retain accounts and rebuild
customer confidence in the service.
● Manage cancellation requests and proactively address concerns relating to service quality,
pricing, scheduling, billing, or unresolved pest activity before customers discontinue service.
● Schedule and reschedule pest-control appointments while coordinating customer availability
with service schedules to ensure timely service delivery.
● Resolve customer enquiries related to pest activity, treatment expectations, recurring service
plans, technician visits, and follow-up treatments while clearly explaining next steps.
● Manage billing enquiries, payment processing, outstanding balances, and collections, helping
customers understand charges and providing appropriate payment solutions where applicable.
● Contact customers regarding overdue balances and collect outstanding payments while
maintaining professional and respectful customer relationships.

Customer Support and Operations Specialist

Quidax(Crypto Exhange) Sept 2024 – Feb 2026

● 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
Rome Business School — Rome, Italy

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