Charles Oti

I've spent over 12 years connecting technical teams, executive leadership, and end-users through customer success and operations work. I turn complex technical issues into clear updates, enforce responsive SLAs, and improve support experiences across email, live chat, and Zendesk.

At Peace of Mind Electronics, I lead enterprise operations consulting for a tech and e-commerce implementation. I've conducted vendor due diligence, developed SOPs and terms of reference, supported tech hiring, and directed phased UAT to protect business continuity and manage commercial scope.

In my US remote strategy and operations coordination work, I routed critical webmail communications, implemented a proactive 48-hour SLA, configured a WordPress live-chat bot, and organized client knowledge in Dropbox and Google Workspace. Using AI tools for meeting transcription and follow-up tracking, I reduced document retrieval time by 99%.

Previously, I led digital infrastructure and operations initiatives that improved user satisfaction, supported over 300 students, and reduced client-requested rework by 60% across five software projects. I'm focused on building practical workflows that keep clients informed, teams aligned, and operations moving.