Daniel Onoja

I’m a highly analytical Customer Support and Retention professional with 8+ years of experience across Fintechs and customer experience management. I handle complex customer inquiries and drive retention by combining data, technical acumen, and cross-functional collaboration. I also simplify technical concepts so customers can act confidently and feel supported end-to-end.

At Monnify, I deliver day-to-day merchant support with a strong retention mindset, achieving 96% CSAT and 85% FCR while beating SLA targets on P1/P2 issues. I improved resolution speed by cutting average resolution TAT from 8hrs to 2.5hrs through macros and troubleshooting playbooks for top merchant pain points. I also helped reduce chargeback loss rate by 35% through faster evidence collation, merchant education, and alignment with Risk/Compliance teams.

Previously at Payhippo, I grew SME loan portfolio revenue by 42% YoY to ₦380M+ through upselling and cross-selling to qualified clients. I reduced churn from 18% to 6% in 12 months by using proactive engagement, tailored repayment plans, and SLA-driven escalation. I strengthened portfolio health with PAR 30 <4% via early-warning monitoring and risk partnership, while lifting NPS from 31 to 58 through quarterly business reviews that generated ₦60M in referral-driven loans.

Earlier in my career at GTBank, I owned WFM and CX insights—running forecasting and scheduling for 300+ channels, monitoring real-time queues on Avaya CMS, and coaching teams using CSAT/FCR/QA analysis. I’ve also led customer satisfaction initiatives at Kedi Healthcare by training consultants and escalating complex issues to ensure timely resolution. I’m motivated by building scalable processes, improving activation and satisfaction, and turning users into long-term advocates.