Gladys Israel

Coordinate a 13-week, multi-track learning programme, managing schedules, facilitators, participant communication, stakeholder expectations, and programme delivery. Develop programme structures, learning resources, tracking systems, and communication workflows to support consistent delivery and participant progress.

Built and lead a professional CX ecosystem connecting customer experience, success, service, support, and related practitioners across Nigeria. Designed and delivered 45+ events and learning experiences, coordinating speakers, volunteers, partners, communications, and execution.

Coordinated delivery of a five-day skills programme for 150+ participants across six specialisations, supporting planning, participant communications, stakeholder coordination, and execution. Contributed to programme operations, logistics, and participant experience in a time-bound learning initiative.

Served as the first and only Customer Success hire, supporting B2C and B2B2C customers across onboarding, product usage, customer support, and engagement. Tested product workflows and monitored engagement data using Amplitude to identify friction and opportunities to improve product usage.

Supported customer experience and service delivery across hospitality and property services, identifying service gaps and opportunities to improve the customer journey. Worked with 50+ frontline staff to strengthen service standards, customer communication, and consistency of delivery.

Supported high-volume B2B customer operations, handling 100+ customer interactions per day across onboarding, product guidance, issue resolution, and ongoing support. Identified recurring customer challenges and provided clear guidance to improve customer understanding and service efficiency.

Business & Leadership Mini MBA.

Bachelor of Science in Biochemistry.