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Edoho Lawrence

@edoholawrence

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Customer Support & CRM Operations Specialist using no-code automation and AI to improve CX.

Nigeria

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What I'm looking for

I’m looking for a role where I can run CRM operations and customer support workflows end-to-end, build dashboards and SOPs, and use no-code automation and AI to boost customer experience and operational efficiency.

I’m a Customer Support & CRM Operations Specialist with over 8 years of experience supporting customers, improving business operations, and implementing CRM solutions across retail and remote environments. I love turning messy support and operational workflows into clear, measurable processes that customers actually feel.

My work is hands-on across customer support and CRM administration—live chat, email and phone support, complaint resolution, ticket management, and customer onboarding. I also build workflows, write SOP documentation, manage data, and create dashboard reporting so teams have reliable visibility and faster follow-through.

As a freelance remote specialist, I’ve designed CRM systems and no-code solutions for real operational needs. Projects like BrightDesk (customer support ticket management), Grandeur Suites (guest service workflows and automated notifications), Metro Healthcare (appointment and patient tracking workflows), and Nexus (centralized work management and automation in Monday.com) strengthened tracking, task visibility, and operational consistency.

I’m also actively developing in AI-assisted workflow automation and data analytics—I was recognized as a Star Performer during internships focused on workflow AI, recruitment automation concepts, and support trend analysis using Freshdesk and reporting datasets. I bring a structured, technology-first mindset to improve customer experience and operational efficiency continuously.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & CRM Ops

Current

Freelance

Jun 2025 - Present (1 year 1 month)

Designed CRM systems and improved customer support operations by documenting workflows and implementing no-code business solutions. Built CRM/ticket and work-management workflows and dashboards using Monday.com across multiple client projects.

Customer Support CRM Administration Workflow Design Business Process Improvement Ticket Management Dashboarding Data Management No Code Automation Monday.Com CRM Configuration

Customer Support & Data Analytics Intern

Excelerate

Jan 2026 - Mar 2026 (2 months)

Managed customer support tickets in Freshdesk and analyzed support trends and recurring issues. Organized support datasets to improve reporting accuracy and collaborated on workflow documentation to strengthen customer insights.

Customer Support Freshdesk Data Analysis Trend Analysis Reporting Customer Insights

Smart Automation & Workflow AI Intern

Excelerate

Jan 2026 - Mar 2026 (2 months)

Participated in AI-assisted workflow automation projects focused on HR and recruitment processes using Zoho Recruit. Collaborated on workflow mapping and process documentation and was recognized as a Star Performer.

AI Workflow Automation Zoho Recruit Process Mapping Process documentation

Customer Support Specialist

Brand Hub

Jan 2025 - May 2025 (4 months)

Managed 50+ customer enquiries weekly across email and live chat while maintaining a 97% customer satisfaction rate. Maintained CRM records and coordinated follow-ups and escalations.

Customer Support Live Chat Email Support Customer Satisfaction Follow up Escalation Handling

Customer Insights Analyst

Partner Pro Marketing

Feb 2024 - Dec 2024 (10 months)

Analyzed customer feedback and operational data using Excel and Google Sheets. Produced reports supporting improvements to customer communication.

Customer Insights Data Analysis Excel Google Sheets Reporting Customer Feedback Analysis

Customer Experience Representative

Elz Multipurpose Store

Oct 2018 - Dec 2023 (5 years 2 months)

Managed customer interactions across in-store, phone, WhatsApp, and social media channels. Coordinated orders, deliveries, and customer follow-ups.

Customer Service Phone Support Social Media Support Follow up

Frontline Customer Service Representative

GTD Skills Empowerment Ltd

Jun 2015 - Jul 2017 (2 years 1 month)

Provided front desk support, registrations, and administrative assistance. Supported day-to-day customer-facing and administrative operations.

Front Desk Support Administrative Support

Customer Service Lead

La_ed Fragrance & Wine Stores

Oct 2011 - Oct 2014 (3 years)

Managed customer enquiries and complaints and supported daily store operations. Coordinated customer service activities to ensure smooth day-to-day handling.

Customer Support Complaint Resolution Support Operations