Aliyu Haruna

Own end-to-end client communication, technical onboarding and account support for the platform. Built proactive retention and account-management workflows that raised long-term client retention and trust.

Delivered frontline live chat and helpdesk support for global wallet users under strict SLAs, maintaining a 95%+ resolution rate. Grew community activity through structured Telegram and Discord moderation and partnered with engineering to log, track and escalate recurring platform bugs.

Led frontline support and community moderation across authentication, transaction verification and account inquiries. Reduced user drop-off 15% within 90 days by building proactive user guides and a streamlined onboarding path, and grew African community engagement 10% with targeted campaigns.

Supervised, trained and mentored a remote team of 30+ support ambassadors on response protocols and quality standards. Coordinated onboarding and verification campaigns that activated 5,000+ users.

Ran customer support and marketing initiatives that drove a 15% lift in app sign-ups in 5 months. Guided new users through digital savings, payments and account setup.

Completed Web3 Community & Client Management certification from DK Academy in 2024.

B.Sc. in Microbiology from Federal University Dutse, completed in 2024.

Completed Social Media Marketing Specialization from Coursera in 2023.

Completed Digital Marketing & Advertising certification from DK Academy in 2023.