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Gene Okeke

@geneokeke

Customer Success & Operations Team Lead at Alpha-CX, improving SaaS support QA and SLA reporting across customer experience initiatives.

Nigeria

Message

At Alpha-CX Intelligent Technology Co. LTD, I support delivery across concurrent SaaS and customer experience initiatives, coordinating priorities across Product, Engineering, and Customer Support. For the HOSAFE project, I lead customer support operations, including QA monitoring, SOP alignment, escalation handling, and performance reporting.

I standardized QA and operational reporting to improve visibility into SLA performance, response times, and recurring customer issues. I also use customer feedback to inform product and process insights, and contributed to a 10% reduction in project-related costs through timely intervention.

At Datawell Sundry and Innovations Limited, I led delivery of operational improvement and B2B projects, achieving a 90% on-time delivery rate. Earlier, as Operations Manager at Space and Shelters Corporate & Realty Limited and Customer Service Representative at Oakcliff Global Synergy Realty Limited, I worked on property operations, tenant service, and issue resolution. My portfolio includes customer success operations improvement and support analytics work.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Operations Team Lead

Current

Alpha-CX Intelligent Technology Co. LTD

Jun 2024 - Present (2 years 4 months)

Lead support delivery across 5 concurrent SaaS and customer experience initiatives, coordinating priorities across Product, Engineering, and Customer Support. Standardized QA and operational reporting, improving SLA performance visibility and reducing project-related costs by 10%.

UBIA CRM U Desk Anju Cloud Tawk.Io VCS Customer Support Operations Quality monitoring SOP Alignment Escalation Handling KPI Reporting SLA Reporting Root Cause Analysis Trend Analysis Cross Functional Collaboration Stakeholder Management Risk Management Onboarding Training

Project Manager

Datawell Sundry and Innovations Limited

Mar 2022 - May 2024 (2 years 2 months)

Led end-to-end delivery of 10+ operational improvement and B2B projects, achieving a 90% on-time delivery rate. Managed cross-functional teams of 8–12 members and improved team productivity by 15% through structured planning and accountability frameworks.

Asana Trello Project Management Cross functional Leadership KPI Dashboards Stakeholder Communication Risk Management Budget Tracking Resource Allocation Vendor Management Process Improvement

Operations Manager

Space and Shelters Corporate & Realty Limited

Aug 2020 - Feb 2022 (1 year 6 months)

Managed day-to-day operations across residential and commercial properties, coordinating tenants, vendors, and internal teams. Oversaw tenant onboarding, issue resolution, maintenance schedules, and vendor activities to maintain service continuity.

Operations Management Tenant Onboarding Issue Resolution Vendor Management Maintenance Scheduling Performance Monitoring Stakeholder Communication Staff Supervision Service standards

Customer Service Representative

Oakcliff Global Synergy Realty Limited

Mar 2019 - May 2020 (1 year 2 months)

Managed customer inquiries, service requests, and tenant communications across multiple channels. Coordinated with operations and maintenance teams to ensure timely issue resolution and accurate follow-through.

Customer Service Communication Skills Issue Resolution Coordination Record keeping Escalation Management Process Improvement