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Daniel Acquah

@danielacquah

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Customer Success Lead at Cadana who raised CSAT to 98–99% and cut average resolution time to about 8 hours.

Ghana

Message

At Cadana, I lead customer operations for enterprise clients and their contractor and employee workforces across EMEA, Latin America, Asia-Pacific and the US. I launched 24/7 support coverage, helped raise CSAT to 98–99%, and reduced average resolution time to about 8 hours.

I also oversee payment reviews and partner investigations, and work with compliance on KYC/KYB reviews and fraud cases. I authored customer support playbooks and redesigned the escalation matrix, while earlier at Cadana I supported customer success and generated B2B pipeline for payroll APIs and white-label products.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Lead

Current

Cadana Inc.

Jan 2025 - Present (1 year 9 months)

Leads customer operations for enterprise clients and their contractor and employee workforces across EMEA, Latin America, Asia-Pacific and the US. Launched 24/7 support coverage, raised CSAT to 98-99%, and reduced first response time to under 15 minutes.

Customer Success Associate

Cadana Inc.

Jan 2024 - Dec 2024 (11 months)

Resolved issues for clients' contractor and employee users through Zendesk, investigated and retried failed transactions, and completed KYC reviews. Supplied compliance documentation to payment partners and wrote help-centre articles.

Zendesk KYC Compliance Help Center Content Product Training

Growth Associate

Cadana Inc.

Mar 2021 - Dec 2023 (2 years 9 months)

Generated B2B pipeline for Cadana's payroll APIs and white-label products among global hiring platforms through account research, outreach, discovery calls and product demos. Consistently exceeded monthly targets.

B2B Sales Pipeline Generation Account Research Outreach Product Demonstrations

Accounts & Ticketing Sales Representative

Seaweld Limited

Sep 2017 - Feb 2020 (2 years 5 months)

Issued and managed airline tickets on IATA ticketing platforms. Reconciled accounts, processed transactions and prepared invoices, and supported payroll preparation and petty-cash management.

IATA Ticketing Account Reconciliation Invoicing Payroll Support

Customer Care Officer

Access Bank Ghana PLC

Aug 2016 - Aug 2017 (1 year)

Resolved customer enquiries and complaints in branch and by phone. Supported teller operations and compiled weekly and monthly branch reports.

Customer Service Teller Operations Reporting

Education

Degrees, certifications, and relevant coursework

Kwame Nkrumah University of Science and Technology

Bachelor of Business Administration, Accounting

2018 - 2020

Pursued a Bachelor of Business Administration in Accounting, with a thesis on the role of internal audit in financial management at Korle-Bu Teaching Hospital.