Suleman

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

PROFESSIONAL SUMMARY

An experienced product specialist with expertise in strategic planning, business development, and customer relationship
management. With a proven track record of achieving revenue and growth targets, identifying new business
opportunities, and driving product innovation. With strong communication and collaboration skills and a passion for
staying informed on industry trends, positioned to make valuable contributions to organizations in these areas.

SKILLS AND COMPETENCIES

 Data Analysis: Proficient in using SQL and querying databases with tools like Tableau, Mode, and Zendesk
Explore.
 Customer Relations: Skilled in building and maintaining strong relationships with customers and internal
stakeholders.
 Problem-Solving: Analytical thinker with a keen eye for identifying trends and opportunities for process
improvements.
 Technical Proficiency: Experienced in using CRM software (Zendesk, Zohodesk, Salesforce), Microsoft
Office, and digital banking technologies.
 Communication: Excellent verbal and written communication skills, with the ability to present technical
findings to non-technical stakeholders.

WORK EXPERIENCE

Nomba Financial Services
Product Operation Associate May 2023 - Till Date

 Building and iterating on systems that inform the product team of key user issues and seeing through their resolutions.

 Monitor and manage the reliability of the Transfers service, including reprocessing/reversal of failed transactions,
and consistent monitoring of the company balance across various vendor channels.

 Proactively identifying & resolving issues relating to assigned products.

 Creating accountability systems that better track and circulate the status of feature development to inform internal
teams

 Documenting existing processes and systems within the product team for broader circulation.

 Engaging Internal stakeholders on feature requests and updating them appropriately on its status

 Summarizing trends and themes from feature requests, support tickets, and churn reasons

 Compiling reports on recent feature requests and upcoming launches to share with internal stakeholders.
 Improving the visibility of Nomba’s product roadmap to both internal and external stakeholders.

 Monitoring, gathering and analyzing product data, surfacing to relevant teams to inform the direction and
understanding of key features.

Nomba Financial Services
Customer Success Associate Dec 2021 - May 2023

 Resolving technical issues related to transaction processing, monitoring and analyzing transaction data to
identify potential issues.

 Identifying opportunities for product enhancements, ensure compliance with regulatory requirements, and
deliver a high level of customer satisfaction.

 Providing training and support to internal stakeholders, such as sales teams, to help them effectively promote and
sell the platform's services.

 Onboarding merchants on the business banking platform.

 nterface with Internal Stakeholders to ensure an effective resolution process for customers/stakeholders.

 Maintain Updated knowledge of the organization’s products, services and customer service policies.

 Recommending new services/solutions or make suggestions for improvements by identifying relevant features and
benefits.
 Collaborating and strategizing with the business and engineering teams.

 Learning Products to configure the platform to meet the needs of new users.

Insurance Supermarket International, Ontario, Canada.

Customer Relations Expert (Qualifier) Jan 2021 - Dec 2021

 Ensure customer satisfaction by sharing the best Insurance quotes to them through Licensed
Advisors

 Verify, fill in detail client’s profiles, and book appointments with one of the company’s Licensed Life
Insurance Advisors at the client’s location

 Responsible for making and taking outbound and inbound calls from both Canadian and American
clients, respectively.

 Meet personal/customer service team sales targets and call handling quotas, and handling
objections by employing the mirroring technique as one of the skills

Jumia Nigeria Product Support March 2020 - Dec 2020

 Providing technical assistance and support to customers who are using the company's ecommerce platform.

 Resolving issues related to order placement, payment processing, shipping, and returns, as well as responding to
inquiries related to product information, pricing, and promotions.

 Contacting potential or existing customers to inform them about a product or service.
 Responsible for monitoring and analyzing customer feedback and identifying opportunities for improvement to
enhance the overall user experience on the ecommerce platform

 Train and engage client on how to use company’s IT service.

 Record client’s complaints and assign method for theirresolution using CRM tools.

 Collaborating with internal teams such as marketing, logistics, and development to troubleshoot and resolve
technical issues or product defects, as well as coordinate with external vendors or partners as needed.

CERTIFICATIONS

PROJECT SAFETY AND MANAGEMENT INSTITUTE
Human Resources Management Professional (HRMP) May 2021

Health, Safety and Environmental Management Level 1&2 (HSE) May 2021
National Youth Service Corps (NYSC) October 2021
UDEMY “Become A Product Manager” Certification. May 2023

EDUCATION

University of Lagos, Akoka, Lagos State, Nigeria November 2019

B.Ed. Adult Education

• Distinction in social work, community development, statistics and English.

Languages: English and Yoruba.

References Available Upon Request