Customer Experience & Customer Operations Specialist
I work on the customer side of a business and on the operations behind it. Over the past four years, I've handled customer issues, coordinated with logistics and production teams, kept CRM records accurate, re-engaged about 6,000 historical contacts, and I now run B2B prospect outreach.
I like finding where a process breaks and fixing it.
[email protected] · Resume · LinkedIn · Case study
Lagos, Nigeria · Open to remote roles, including international teams
| ~6,000 | 20% | 98% | 200+ | 85%+ |
|---|---|---|---|---|
| historical contacts re-engaged over two months (Myprinta) | faster production-to-delivery turnaround (Myprinta.ng) | on-time order fulfilment contributed to (BAFASHION) | customer interactions handled daily (BAFASHION) | First Contact Resolution (Airtel Nigeria) |
I started in call centre support at Airtel, where the job was to solve a customer's problem in the first conversation. I kept First Contact Resolution at 85%+ doing that.
At Myprinta.ng I moved into coordinating between customer support, production, and logistics. The work was less about replying faster and more about finding where communication broke down between teams. Fixing those gaps reduced production-to-delivery turnaround by 20%.
At BAFASHION, I handled 200+ interactions a day across WhatsApp, Instagram, email, and e-commerce channels; coordinated with sales, logistics, and fulfilment via Slack; and flagged recurring customer concerns and bottlenecks, with suggestions to fix them.
Since August 2026, I've been back at Myprinta. I started with a re-engagement project across about 6,000 historical contacts, using Zoho CRM to track responses, status, and follow-ups. I now also plan and run B2B prospect outreach: writing industry-specific messages and call scripts, qualifying leads and arranging appointments.
I try to understand what's behind a customer issue, keep information organised, and follow through.
| Customer Operations | Managing customer information, workflows and issues across the order and delivery lifecycle |
| Customer Success & Experience | Re-engagement, complaint handling, proactive updates |
| CRM Management | Zoho CRM: records, categorisation, lead status, follow-up tracking |
| Process Improvement | Spotting workflow gaps and recommending practical fixes |
| Customer Re-engagement | Reopening conversations with customers who've gone quiet |
| B2B Prospect Outreach | Industry-specific WhatsApp messages and call scripts; identifying prospects and their needs |
| Lead Qualification & Appointment Setting | Following up interested prospects and arranging next steps |
| Workflow Coordination | Working across support, sales, production, logistics and fulfilment |
| Follow-up Management | Tracking responses and next steps so nothing stalls |
| Cross-functional Collaboration | Coordinating through Slack with sales, logistics and fulfilment teams |