Supporting executive leadership across strategic initiatives involving government agencies and private-sector partners; managing stakeholder coordination, implementation readiness and operational execution across high-stakes project environments.
Responsibilities:
Stakeholder lifecycle coordination across government and private-sector strategic initiatives.
Implementation readiness management; documentation, approvals, agreements and milestone tracking.
Cross-functional coordination and workflow tracking to maintain project momentum.
Executive communication management; issue resolution and decision support.
Key Achievement:
Designed workflow coordination systems that improved project execution visibility and stakeholder communication consistency.
Tools Used:
🟢 ClickUp 🟢 Microsoft Teams 🟢 Google Workspace 🟢Trello
Skills:
🔹 Stakeholder Management 🔹 Project Coordination 🔹 Operations Management 🔹 Cross-functional Collaboration 🔹 Process Improvement 🔹 Documentation Management 🔹 Executive Support 🔹 Workflow Management 🔹 Strategic Planning 🔹Business Operation
Aug 2023 – Sept 2025 | Remote
Key Contributions
Managed customer lifecycle operations across onboarding, mobile-app adoption, customer engagement, issue resolution, escalations, and follow-up, helping create a more consistent customer experience.
Led the transition from WhatsApp-based transactions to the CubEx mobile application, supporting customers through inbound customer calls, outbound follow-up calls, onboarding guidance, customer education, and adoption barriers while maintaining an 87% customer retention rate during the transition.
Analysed customer feedback, activity trends, and recurring service issues to identify pain points and improve customer guidance, communication, and support processes.
Redesigned customer support and follow-up workflows, reducing first-response time from 5 minutes to under 1 minute (80% reduction) and customer wait time by 45%.
Built structured customer tracking and escalation processes that improved visibility into outstanding requests, resolution progress, and ownership, while coordinating with Finance, Operations, and Vendor Management to maintain 95%+ service accuracy.
87% - Customer retention maintained during platform migration.
80% - Reduction in first-response time.
45% - Reduction in customer wait time.
4.8/5 - Customer satisfaction maintained during high-volume operations.
Tools Used:
🟢 HubSpot 🟢 Zoho CRM 🟢 Google Workspace 🟢 WhatsApp Business 🟢 Ticketing Tools
Skills:
🔹 Customer Lifecycle Management 🔹 Digital Product Adoption 🔹 Customer Onboarding 🔹 Escalation Management 🔹 CRM Management 🔹 Workflow Optimization 🔹 Process Improvement 🔹 Customer Experience 🔹 Cross-functional Collaboration
Responsibilities:
Coordinated school administrative operations, including records management, communication channels, and staff workflows.
Streamlined parent engagement processes and improved data accuracy in academic reporting.
Supported leadership in scheduling, supervision, and handling correspondence.
Key Achievements:
Reduced administrative processing time by 40% through digital record restructuring.
Improved efficiency in scheduling and reporting for school management.
Skills:
🔹 Administrative Leadership 🔹 Operations Coordination 🔹 Process Improvement 🔹 Record Management 🔹 Team Collaboration
Tools Used:
🟢 Google Workspace 🟢 Microsoft Teams 🟢 Dropbox
Responsibilities:
Provided administrative and operational support across departments.
Managed documentation, report preparation, and internal communication tracking.
Introduced collaboration tools to improve departmental workflows.
Key Achievements:
Improved reporting turnaround time, enabling faster management decision-making.
Implemented collaboration tools that enhanced information flow and reporting accuracy.
Skills:
🔹 Administrative Support 🔹 Operations Coordination 🔹 Documentation Management 🔹 Process Improvement
Tools Used:
🟢 Zoho 🟢 Microsoft Teams 🟢 Google Workspace