Open to opportunities

ebuka nelson

@ebukanelson

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Operations Manager focused on customer retention, root-cause fixes, and people-led service delivery.

Nigeria

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What I'm looking for

I’m seeking a mid-level operations, customer success, or support management role where I can lead hands-on, prevent churn through analysis, improve workflows using root-cause fixes, and coach teams to perform reliably under pressure.

I’m an Operations Manager with 4+ years leading a 10-person team and delivering high-volume service averaging 25–45 customers daily. I diagnose operational breakdowns fast, run root cause analysis, and translate informal data into actionable decisions that protect customer outcomes.

In my current role, I’ve recovered revenue after a major customer churn event by running two-tier customer feedback interviews, pinpointing pricing as the root cause, and designing a “Travelers Pack” that restored full sales volume within 2 weeks. I also manage crises without service disruption—sourcing replacements within 1 hour and personally covering operations when staff walkouts happen—while keeping performance standards consistent through onboarding, training, proactive team check-ins, and detailed operational logs.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Chibest Cuisine

Nov 2021 - Present (4 years 7 months)

Led daily operations for a food service business serving 25–45 customers per day and managing a 10-person team across kitchen, service, and support functions. Restored sales volume within 2 weeks after a customer churn event by identifying pricing as root cause and launching a Travelers Pack, and resolved a staffing crisis within 1 hour without service disruption.

Operations Management Root Cause Analysis Team Leadership Crisis Management Customer Segmentation Technical Troubleshooting

NYSC Service Corps Member

Benue State University

Mar 2019 - Mar 2020 (1 year)

Coordinated university exam hall scheduling and readiness under tight timelines, managing competing priorities with minimal supervision. Managed transcript requests for past students with strict confidentiality and supported records processing through cross-department coordination.

Scheduling coordination Records Management Confidentiality Administrative Support Process Adherence

IT Support Intern

Scientific Equipment Development Institute

May 2016 - Nov 2016 (6 months)

Provided Tier 1 IT support, handling an average of 2 support requests daily and escalating unresolved issues via a structured ticketing workflow. Performed software maintenance (updates and configuration checks) and assisted with hardware diagnostics for troubleshooting computing and scientific equipment.

Tier 1 Support system updates Technical Documentation Basic Software Maintenance

Education

Degrees, certifications, and relevant coursework

Caritas University

Bachelor of Science, Computer Science & Information Technology

Bachelor of Science in Computer Science & Information Technology at Caritas University. Covered software engineering, systems architecture, database design, networking, and hardware fundamentals.