Monica Onofa
@monicaonofa
Digital Customer Engagement Specialist driving retention and engagement in FinTech and Web3.
NigeriaWhat I'm looking for
I am a proactive, detail-oriented Digital Customer Engagement Specialist with over four years' experience across FinTech, Web3/Blockchain, and financial services. I excel at managing client communications, social media analytics, CRM workflows, and onboarding users to decentralized applications while improving retention through personalized support.
I combine data-driven analysis (Excel, Power BI) with hands-on customer support—handling live chat, email, and social channels—to boost engagement and operational efficiency. Notable achievements include improving email response efficiency to raise retention and contributing to a 10%+ increase in LinkedIn engagement during product campaigns.
Experience
Work history, roles, and key accomplishments
Digital Customer Engagement Specialist
CratD2C Decentralized Autonomous Smartchain
Mar 2024 - Present (1 year 9 months)
Manage inbound/outbound communications and onboarding for DeFi users, analyzed social media metrics to optimize content strategies, and supported a TestNet launch that increased user participation and LinkedIn engagement by over 10%.
Relationship Manager
Ojirehprime Financial Services
Apr 2023 - Mar 2024 (11 months)
Resolved customer inquiries across phone, WhatsApp, and email while promoting products to drive account growth and maintain consistent client communication and satisfaction.
Customer Care Executive
PayBuyMax Tech
Oct 2022 - Jan 2023 (3 months)
Handled customer complaints, processed transactions and crypto verifications, and prepared payslips while collaborating with operations to optimize transaction speed and reduce errors.
Customer Service Representative
Outcess Solutions Nigeria Limited
Jan 2020 - Jan 2021 (1 year)
Managed high volumes of inbound/outbound calls, identified customer needs to propose tailored solutions, and maintained accurate interaction records in CRM to support retention and cross-selling campaigns.
Front Desk Coordinator
Institute of Information Management (IIM Africa)
Jan 2016 - Jan 2017 (1 year)
Managed front desk operations and membership administration, processed registrations and receipts, and assisted in organizing training sessions while preparing monthly payroll records.
Education
Degrees, certifications, and relevant coursework
Skillaheed Solutions
Data Analytics Certification, Data Analytics
Completed a Data Analytics certification focused on Excel and Power BI for data analysis and reporting.
Moshood Abiola Polytechnic
Higher National Diploma, Office Technology and Management
2017 - 2020
Completed a Higher National Diploma in Office Technology and Management with focus on administrative systems and office operations.
Institute of Information Management (IIM Africa)
Professional Member (PMIIM), Information Management
Professional membership (PMIIM) indicating engagement with professional development and information management practices.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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