EDEmmanuel Danso
@emmanueldanso
Customer support specialist with 5+ years in fintech and banking.
NigeriaWhat I'm looking for
I am a customer-first support expert with over five years of experience in the banking and fintech sectors, specializing in international remittance and SaaS customer service. My proven ability to deliver excellent service through live chat, email, and social media in high-volume, remote settings has consistently driven customer satisfaction and retention.
In my current role as a Senior Support Specialist at Ohentpay Limited, I lead escalations for critical support issues across multiple regions, ensuring compliance with international financial regulations. My achievements include managing over 200 high-priority cases monthly with a 98% success rate and improving customer satisfaction scores by 20% through process enhancements. I am passionate about leveraging technology to streamline operations and enhance the customer experience.
Experience
Work history, roles, and key accomplishments
Senior Support Specialist
Ohentpay Limited
Jan 2024 - Present (1 year 7 months)
Led escalations for high-impact support issues in international remittances across multiple countries. Delivered timely support across various channels to ensure customer satisfaction and liaised with Compliance and Operations teams to resolve sensitive settlement delays.
Customer Success Executive
Ohentpay Limited
Oct 2022 - Present (2 years 10 months)
Provided live chat support for cross-border money transfers and mobile app onboarding, escalating technical cases via Trello for timely resolution. Resolved KYC, transaction, and user journey issues using Intercom and Trello, collaborating cross-functionally to reduce customer wait time and churn.
Customer Experience Lead
United Bank For Africa
Feb 2021 - Present (4 years 6 months)
Managed a team handling over 350 daily customer interactions, delivering actionable reports from user feedback for service upgrades. Coached team members, monitored performance KPIs, and handled complaints related to account setup, mobile usage, and transaction issues.
Customer Experience Lead
United Bank For Africa
Feb 2020 - Present (5 years 6 months)
Handled support requests via Facebook, WhatsApp, Twitter, and Instagram using Conversocial and Freshdesk. Escalated complex inquiries to relevant teams and tracked resolution using CRM tools, recognized for calm, empathetic handling of high-pressure complaints.
Education
Degrees, certifications, and relevant coursework
Southwestern University
Bachelor of Business Administration, Business Administration
2024 -
Studied business administration principles and practices. Focused on developing skills in management, marketing, and finance.
Lagos State Polytechnic
Higher National Diploma, Banking and Finance
2011 - 2017
Completed a Higher National Diploma in Banking and Finance. Gained expertise in financial operations, banking practices, and economic principles.
Availability
Location
NigeriaAuthorized to work in
Job categories
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