Looking for a job

Akilah Wilson

@akilahwilson

I improve customer operations, implementation, and retention through scalable workflows, reporting, and team leadership.

United States

Message

What I'm looking for

I'm looking to lead customer operations, implementation, and customer success initiatives where I can improve lifecycle experiences through scalable processes, automation, reporting, cross-functional partnership, and team development.

I'm currently improving onboarding, lifecycle support, and service outcomes for more than 500 student customers annually at Charles R. Drew University. I partner with IT and cross-functional stakeholders to turn customer feedback and operational data into measurable service improvements.

I build KPI dashboards, standardize workflows and training, automate manual work with Python, and lead escalation resolution through root-cause analysis. Previously at Los Angeles Unified School District, I managed complex client needs, stakeholder relationships, service continuity, and escalations.

At New York Film Academy, I led five staff members supporting more than 3,000 active customers across onboarding, support, records operations, and service delivery. I also led workflow redesign, improved turnaround times, and directed compliance audits with no findings.

Experience

Work history, roles, and key accomplishments

Current

Assistant Registrar | Strategic Account Management & Customer Operations Lead

Current

Charles R. Drew University

Jan 2025 - Present (1 year 8 months)

Oversee onboarding, lifecycle support, and service outcomes for a portfolio of more than 500 student customers annually. Collaborate with IT and cross-functional stakeholders to deliver process and system enhancements aligned with business priorities.

Customer Success Customer Operations Onboarding Lifecycle Support KPI development Dashboard Reporting Workflow Automation Python Stakeholder Management Escalation Management Training Mentorship Compliance

Account Management & Client Success Associate

Los Angeles Unified School District

Jan 2019 - Dec 2024 (5 years 11 months)

Built trusted relationships across diverse stakeholder groups while driving engagement, service continuity, and customer satisfaction. Managed competing priorities and complex customer needs while maintaining operational accountability and service excellence.

Account Management Client Success Stakeholder Management Relationship Building Conflict Resolution Communication Skills Escalation Management

Registrar | Account Management & Customer Operations Liaison

New York Film Academy

Oct 2014 - Mar 2015 (5 months)

Led a team of five staff members responsible for onboarding, customer support, records operations, and service delivery for more than 3,000 active customers. Managed end-to-end customer lifecycle processes, ensuring timely service delivery and positive customer experiences.