Hi, I'm Adebola
Operations Coordinator & Client Support Specialist
The strategic glue: operations first, support second — and the process documentation that keeps both running.
Process design and SOPs · workflow automation · contract and vendor administration · onboarding and offboarding · compliance and audit trails · SLA governance on high-volume queues.
Caught a broken account-handling process across multiple campus sales points while leadership was offline — escalated cleanly across time zones, structured the recovery timeline, and tracked it through to full resolution with zero panel escalation. Documented, SLA-respecting, no drama.
3+ years. 1,000+ tickets processed. 200+ accounts onboarded. Zero unresolved escalations.
Execution timeline
Ground-floor operator. Repeatable pattern.
The strategic glue: operations first, support second — and the process documentation that keeps both running.
BTR Foundation — Administrative Backbone Built from Zero
Joined at inception to build the administrative backbone from zero — establishing core processes and systems where none existed before, laying the groundwork that carried the organization into its 2026 partnership scale-up. Volunteer commitment concluded.
Iconic Open University — Ibadan Branch Launch
Stepped in at the exact moment the branch opened its doors, leading regional financial operations and building the coordination framework that now drives 2026 activity — the kind of ground-floor entry that demands building structure alongside execution.
Cravings and Cruise — From Early-Stage Chaos to Structured Operations
Joined as a volunteer in the year the venture became partially functional, choosing hands-on, fully remote exposure over a conventional entry point. Helped steer its transition from early-stage chaos into a structured operating unit, contributing to its stabilization as it scaled e-commerce operations across 15+ countries.
Rotaract Club — Revived a Dormant Organization
Took an inactive, effectively dead organization and rebuilt its administrative and operational core — logistics, financial reporting, everything — from zero. Drove it from dormant to a high-output board, and has held a seat on the Advisory Team continuously through July 2026.
Professional summary
I'm the strategic glue — I fix what isn't working.
Operations generalist who has been the first — or only — person owning process, documentation and compliance-adjacent admin in every organization I've supported. From drafting and tracking contracts as a volunteer, to auditing financial disbursements with zero errors, to onboarding 200+ accounts with zero eligibility gaps.
Fewer years in a single formal operations title, but a consistent, provable pattern across multiple concurrent roles: take an ambiguous, unowned problem and turn it into a repeatable process without being asked twice. I pick up new systems fast (48-hour ramp-ups on brand-new tools), use AI to move faster on documentation and research, and work across recruiting coordination, legal and contract administration, business operations, HR operations and people operations.
Process design, SOPs and runbooks, onboarding/offboarding, contract and vendor administration, disbursement audits, trackers and business reviews.
High-volume B2B queues, SLA governance, escalation management, knowledge base and CSAT-safe handoffs.
I notice the unowned workflow, take ownership, and hand it back documented, measurable and repeatable.
Core skills
Organized, not scattered.
- Process design & optimisation
- SOPs, runbooks & workflow documentation
- Business reviews, KPIs & reporting
- Capacity planning & prioritisation
- Cross-functional coordination
- Change management
- Recruiting coordination & ATS pipeline
- Interview scheduling & candidate comms
- Onboarding & offboarding
- Employee records & documentation
- Employee lifecycle documentation
- Contract administration & tracking
- NDA / vendor agreement lifecycle
- Procurement & vendor documentation
- Disbursement review & spend controls
- Compliance & audit trail management
- SLA governance & queue management
- Escalation management & root-cause logging
- Knowledge base & macro maintenance
- Freshdesk · Zendesk · HubSpot CRM
- Google Workspace · Slack · Asana · Trello
- Zapier workflow automation
- AI-assisted ops (Claude, ChatGPT, Perplexity)
Case study
Multi-Campus Compliance Issue — Surfacing & Resolution Support
Role: Administrative / helpdesk support officer. I identified and helped resolve the issue — final decisions sat with leadership.
Application card sales across multiple campuses had an unauthorized process embedded in the workflow. Leadership was abroad. Upper management was pressing for immediate escalation.
- Surfaced the issue to direct command and upper management while leadership was abroad, helping coordinate communications across time zones
- Helped structure a clear recovery deadline and tracked it through to full payment
- Documented all communications for institutional protection and audit trail
Issue resolved without panel escalation. Process subsequently standardized across locations.
Proof of work
Real work. Real tools. Real results.
Automated Support Ticket Triage & Alert System (Self-Initiated)
Self-built proof-of-concept Zapier automation connecting Gmail, Google Sheets, and Slack. Captures every incoming support email, logs it to a centralized tracker with timestamp, sender, subject and status, and fires a real-time Slack alert to the team channel. Skill-proof project — not a paid client engagement — tested successfully end-to-end.
CEO Travel Expense Tracker (Self-Initiated)
Self-initiated practice project — not a paid client engagement. Built a SUMIF budget dashboard for a simulated December 2025 multi-city executive itinerary. Tracked 11 trips across Canada, Texas, and New York against a $15,000 ceiling and flagged a $750 budget overrun before simulated month-end close.
Founder Inbox & Calendar Audit (Self-Initiated Practice Project)
Self-initiated practice project — not a client engagement. Built a methodology for auditing a seed-stage founder scenario: an 847-email backlog and a 23-meeting weekly calendar. Demonstrates a 4-label priority system and time-blocked focus periods.
Exam & Event Scheduling
Coordinated individual student exam unit scheduling across multiple daily sessions at institutional level with zero conflicts.
High-Volume Ticket Management
Processed 1,000+ tickets over 7 months at iSON Xperiences (M-KOPA Support). Chat & email queues with SLA compliance.
Student Records & Admissions
Operated Iconic University's admissions portal — applications, programmes, statuses, referral sources and payment verification.
Student Follow-Up Tracker
Built and maintained an Unregistered Admitted Students sheet tracking IDs, contacts and follow-up dates.
Mass Follow-Up Campaigns
Sent organised, professional follow-up reminder emails to 25+ students per batch via institutional Gmail.
First-Line Technical Support
Resolved account access and technical issues for 50+ students, escalating complex cases with full documentation.
Automation case study
Automated Support Ticket Triage & Alert System
Self-initiated skill-proof project · not a paid client engagement
A self-built proof-of-concept Zapier automation connecting Gmail, Google Sheets, and Slack. Every incoming support email is captured, logged to a centralized tracker with timestamp, sender, subject and status, and fires a real-time Slack alert to the team channel. Tested successfully end-to-end.
Featured practice project
CEO Travel Expense Tracker (Self-Initiated)
Self-initiated practice project · not a paid client engagement
Self-initiated practice project — not a paid client engagement. Built a SUMIF budget dashboard for a simulated December 2025 multi-city executive itinerary. Tracked 11 trips across Canada, Texas, and New York against a $15,000 ceiling and flagged a $750 budget overrun before simulated month-end close.
Why teams work with me
Operational execution first — with support experience behind it. That's where I do my best work.
I've held the line in high-volume support environments — fintech merchant accounts, institutional admissions, and multi-channel ticket queues. I approach every conversation with the HEART principle: Hear, Empathize, Apologize, Resolve, Thank. But I also look past the ticket in front of me to the process behind it — so future customers get a better experience, and the team stops fielding the same issue twice.
How we work together
From backlog to SLA-clean — in 30 days.
I get into your ticketing stack (Zendesk, Freshdesk, HubSpot — whichever you run), map current SLA targets, escalation paths, and recurring case types.
Picking up tickets, owning escalations, and documenting recurring issues into your knowledge base. SLA targets are the baseline, not the goal.
Weekly review of FRT, resolution time, and recurring case patterns. By day 30, your queue is cleaner, your SOPs are tighter, and handoffs to engineering or partner teams are crisp.
How I think & work
Self-assessed work style
Snaphunt psychometric assessment — a self-administered profile of how I approach thinking, executing, connecting, and progressing on the job.
Technical proficiency
Tools I work with.
Zendesk, Freshdesk, HubSpot, Google Workspace, Microsoft 365, Asana and Trello — the stack modern support and operations teams run on.
Work history
Where I've delivered.
- Provided executive and operational support — calendar management, meeting coordination, stakeholder communication and task tracking — earning a signed letter of recommendation from HR Manager Deborah Ajuwon (see below)
- Assisted the HR/Operations Manager in building and coordinating an efficient volunteer team; supported interview preparation and onboarding for new hires and interns
- Coordinated cross-functional operations for a 5-member team, assisting with documentation and research to support decision-making
- Joined at inception and built the organization's administrative backbone from scratch — including its first admin dashboard in Google Sheets — with no prior systems in place
- Sourced, researched and vetted potential partner organizations, compiling contact details and strategic-fit analysis for a storytelling and mental-health awareness project
- Drafted a Confidentiality & Non-Disclosure Agreement to protect sensitive contributor stories, plus volunteer and vendor contracts the organization continues to use
- Prepared strategic partnership meeting briefs for the founder — partner analysis, mutual-benefit framing and talking points ahead of live calls
- Owned onboarding for 200+ new student accounts with zero eligibility or documentation gaps at activation, by screening every application against institutional requirements before account creation
- Onboard and train new students on the iCampus platform, walking them through account setup and core features to ensure a smooth first-week experience
- Maintained financial accountability as campus Finance Officer — zero disbursement errors, by auditing and approving every Payment Request Form before payout
- Cleared 50+ account and access escalations with a 0% unresolved-case rate, troubleshooting directly with students and cross-functional support teams
- Coordinated onboarding and scheduling for 20+ people at once across multiple time zones — 100% on-time delivery, zero conflicts, using Claude AI to cross-check every draft schedule before it was finalized
- Kept 5+ active programmes on track by building and maintaining a centralized client success tracker giving stakeholders up-to-date account-health visibility
- Designed and maintained a student follow-up tracker in Google Sheets; executed mass follow-up email campaigns to 25+ students per batch, tracked and logged per campaign
- Built a simulated inbox audit methodology and cleared a mock backlog of 847 communications to a 100% response rate on critical items, using a 4-label priority system
- Built a self-initiated travel expense tracker in Google Sheets spanning a simulated $15K itinerary and flagged a potential $750 budget overrun before a simulated reporting deadline
- Rebuilt a fragmented mock calendar of 23 disparate meetings into one consolidated schedule, projecting ~11 hours of leadership capacity reclaimed per week
- Handled 1,000+ support tickets over 7 months while consistently meeting First Response and Resolution SLA targets, triaging a high-volume B2B fintech queue across chat, email and phone
- Reached full productivity from day one with zero ramp-up delay, by independently onboarding to Freshdesk, Slack and internal CRM systems within 48 hours
- Investigated and resolved account, payment, device and service issues for B2B partner accounts; escalated complex cases with full documentation and tracked through to resolution
- Built a knowledge repository for recurring account issues and troubleshooting procedures, reducing resolution time and improving handoffs to technical and partner-facing teams
- Designed automated email follow-up workflows that reduced cross-team communication delays by 30%
- Optimized document processing and data validation workflows, contributing to a 15% improvement in reporting turnaround times
- Maintained high-volume administrative databases with 100% data accuracy for government reporting
Letter of recommendation
Recommended, in writing.
Signed recommendation letter from Deborah Ajuwon, Human Resources Manager at Cravings 'N' Cruise Limited, following my completed Executive Assistant Volunteer engagement (May – Aug 2026).
“Consistently displayed the qualities of a high-performing administrative professional, contributing meaningfully to the efficiency and effectiveness of our operations.”
“Her ability to manage multiple priorities while maintaining exceptional attention to detail reflected strong organizational and time-management capabilities.”
“Without reservation, I highly recommend Ladejobi Adebola for employment, internship opportunities, leadership development programs, volunteer positions, or any role requiring strong administrative, organizational, and communication skills.”
— Deborah Ajuwon, Human Resources Manager, Cravings 'N' Cruise Limited · August 31, 2026
Leadership & Governance
Rotaract Club — board, secretariat & projects.
Additional governance and operations experience from multiple elected and appointed roles.
- Led a 30+ member volunteer organization through a full leadership cycle, with consistent delivery across projects, budgets and stakeholder commitments, by running structured weekly accountability meetings and business reviews
- Became the club's primary financial control — adopted club-wide as the standard audit tool — by designing a Google Sheets expense-tracking and reporting system
- Coordinated vendor and stakeholder logistics for a Guinness World Record attempt, including freelance social media support to promote the event
- Coordinated executive meetings, prepared agendas, documented outcomes, and tracked follow-up actions
- Managed stakeholder communications across members, partners, volunteers, and community organizations
- Led cross-functional projects end-to-end — coordinating resources, timelines, and team activities
- Organized events, community initiatives, and volunteer programs requiring detailed scheduling and logistics coordination
- Maintained official records, meeting documentation, reports, and organizational correspondence as Club Secretary
- Supported leadership succession planning, operational continuity, and strategic decision-making as VP and IPP
Availability & Fit
How I show up.
Let's talk about your support queue.
Tell me where SLAs are slipping, escalations are stalling, or operations feel messy — I'll reply with how I'd clean it up. No pitch, no pressure.