Ileka Somtochukwu

I’m a results-driven Customer Experience & Operations Specialist with 3+ years of experience managing customer communication, client relations, operational coordination, order fulfillment, and customer retention in growing environments. I’ve overseen 200+ weekly customer interactions across customer support and experience channels, ensuring response consistency, strong service standards, and structured customer experience workflows that improve both satisfaction and operational efficiency. I’m particularly effective at complaint resolution and escalation handling—using proactive follow-up, accurate issue resolution, and customer-focused support delivery to reduce escalations and strengthen repeat engagement.

In my recent work as a Founder & Customer Operations Specialist, I manage end-to-end customer operations, including retention workflows, delivery coordination, customer communication, and post-purchase support. I coordinate and fulfill 50–80 customer orders monthly, maintain organized customer records and fulfillment tracking systems, and continuously streamline customer communication through structured follow-up processes. Previously, as a Customer Operations Coordinator and Customer Support & Client Relations Associate, I handled 120+ weekly inquiries and 70+ monthly order coordination requests, and I helped improve customer response workflow efficiency by 40%+ through organized support systems and follow-up management—leveraging tools like HubSpot CRM, Zendesk, Freshdesk, Trello, Slack, Google Workspace, Notion, and WhatsApp Business to keep service delivery seamless in fast-paced operations.