Hi, I'm Adebola
Operations Coordinator & Client Support Specialist
The strategic glue: operations first, support second — and the process documentation that keeps both running.
I find what's not working and fix it. Process design and SOPs, onboarding and offboarding, contract and vendor administration, spend controls, workflow automation — plus the SLA-driven support queue underneath it all.
1,000+ tickets resolved under SLA · 200+ accounts onboarded with zero eligibility gaps · zero disbursement errors as campus Finance Officer · 48-hour ramp-up on new systems. I take ambiguous, unowned workflows and hand them back documented, measurable and repeatable.
Who I work with
Fully remote teams that need operational execution first — and support that holds the line.
Currently open to Operations Associate, Operations Coordinator, Business Ops, People/HR Ops and Customer Operations roles.
Selected work
Real queues. Real accounts. Real outcomes.
1,000+ Tickets Resolved
Processed 1,000+ Freshdesk tickets over 7 months at iSON Xperiences via chat, email and phone — SLA compliance maintained across all customer touchpoints.
Multi-Campus Compliance Recovery
Identified a compliance gap in application card sales across multiple campuses. Proposed and coordinated the approved recovery plan cross-functionally — resolved with zero escalations.
CEO Travel Expense Tracker
Self-initiated practice project — not a paid client engagement. Built a SUMIF budget dashboard for a multi-city executive itinerary scenario. Tracked 11 trips across 3 locations against a $15,000 ceiling and flagged a $750 budget overrun before simulated month-end close.
What I do
Where customer support meets operational execution.
I help teams deliver exceptional customer experiences while keeping operations organized, efficient and aligned with business goals.
Client & Customer Support
Tier-1 and Tier-2 ticket handling across chat, email and phone. SLA compliance, First Response Time discipline, and clean escalations with full context for engineering and partner-facing teams. Guided by the HEART principle: Hear, Empathize, Apologize, Resolve, Thank.
Ticketing & CRM Operations
Zendesk, HubSpot, Freshdesk and internal CRMs — queue triage, macro authoring, tag hygiene, routing rules, and knowledge base upkeep so recurring issues stop being handled from scratch.
Operations Coordination
Cross-functional coordination between support, ops, finance and leadership. Tracker design, status reporting, follow-through on action items, and structure for fast-moving projects.
Records, Data & Reporting
Accurate record-keeping, CRM data hygiene, spreadsheet dashboards (SUMIF, conditional formatting, data validation), and reporting that leadership can actually act on.
Customer Success Handoffs
Onboarding follow-ups, account-health check-ins, documentation of recurring issues, and clean handoffs between support, success and technical teams.
Remote & Async Delivery
Fully remote-ready. English (fluent), Yoruba (native), Mandarin (conversational). Comfortable across time zones with Slack, email and async documentation as the default.
Tools & platforms
I work inside the tools your team already uses.
How I work
Empathy first. Then structure. Then improvement.
Every interaction is an opportunity to build trust — but I also look beyond the immediate issue to improve the process behind it.
I get into your ticketing stack, CRM and internal docs. Map SLA targets, escalation paths, recurring case types and where the queue is losing time.
Live handling of tickets and accounts. Documenting recurring issues into the knowledge base as I go, so the next similar case is faster and cleaner.
Weekly review of FRT, resolution time and recurring patterns. I flag the process problems behind repeat tickets so future customers get a better experience.
Let's talk about your support queue.
Tell me where tickets are slipping, where escalations are stalling, or where operations feel messy — I'll reply with how I'd approach it. No pitch, no pressure.