Open to opportunities

Isadora O'connor

@isadoraoconnor

Customer Support Manager|CX & Operations Strategy|Process Improvement, Automation & Team Optimization|Achieved 80% Reduction in Response Time|Fintech

Nigeria

Message

What I'm looking for

I’m seeking a senior CX or SupportOps role where I can lead cross-functional teams, build scalable processes, and use data to reduce churn and improve product experience. Based in Nigeria (WAT), I am available for full-time remote roles aligned with EMEA/UK timezones.

I transform Customer Support from a cost center into a growth and retention engine.Currently, as the Customer Success & Support Manager at National Lottery Nigeria (Systems & Gaming Network), I specialize in bridging the gap between technical product teams (Developers/Data) and the end-user. I don't just manage tickets; I engineer the systems that optimize the entire customer lifecycle.

Why I am a fit for your leadership team:

✅Proven Operational Scale: I architected a centralized SupportOps Analytics Dashboard that integrated SOPs and performance trackers, resulting in a documented 80% reduction in Critical Escalation response times.

✅Revenue-Focused Retention: I design and deploy proactive frameworks such as automated SMS re-engagement strategies that convert potential churn into active customer engagements.

✅Technical Product Influence: I act as the primary CX stakeholder in technical sprint meetings, translating real-time customer data into actionable UI/UX improvements and game setting optimizations.

✅Global Remote Leadership: I have a proven track record of managing and mentoring remote teams of 10+ agents, ensuring 100% service consistency through rigorous SLA/KPI governance and refund policy architecture.

Core Expertise:

SupportOps Optimization | Churn Mitigation & Retention Strategy | SOP Development | Cross-Functional Stakeholder Management | Data-Driven CX Strategy.

Technical Stack: MS Excel, Zoho Desk, Freshdesk, CRM Architecture, Finacle, CMS, CDR.

Let’s build a seamless, scalable service experience together.

📧 oconnorisadora@gmail.com

🔗 https://work.mercor.com/profile?tab=resume

Experience

Work history, roles, and key accomplishments

Current

Customer Support / Service Manager

Current

National Lottery Nigeria

Mar 2025 - Present (1 year 3 months)

Engineered a Centralized SupportOps Dashboard that reduced escalation response times by 80% and instituted refund policy and KPI frameworks to improve team accountability and service consistency.

Support Operations Microsoft Excel Dashboarding Cross Functional Collaboration Team Leadership

Team Lead, Customer Service

National Lottery Nigeria

Dec 2022 - Feb 2025 (2 years 2 months)

Streamlined ticket-routing and escalation paths to increase daily resolution capacity by 35% and managed performance reviews and quality monitoring for support agents.

Ticketing Systems Escalation Management Performance Monitoring Mentorship Process Improvement Freshdesk Zoho Desk Customer Retention

Customer Service Officer

United Bank for Africa

Dec 2019 - Dec 2022 (3 years)

Managed complex financial inquiries with full AML and confidentiality compliance and handled high-priority escalations, maintaining a 95%+ satisfaction rating.

Banking Operations AML KYC Dispute Resolution Account Reconciliation Customer Satisfaction Confidentiality

Customer Service Representative

Lilburn Health & Fitness Centre

Jan 2019 - Oct 2019 (9 months)

Managed member engagement and front-desk operations for 500+ active members, implementing retention strategies that significantly reduced membership churn.

Front Desk Operations Scheduling Customer Engagement Communication

Customer Service Officer

3CHUB

Jan 2016 - Feb 2017 (1 year 1 month)

Supported franchise launch operations including logistics and staff training, and consistently exceeded sales targets through product demonstrations and relationship management.

Franchise Operations Staff Training Sales Customer Relationship Management Operations Coordination Sales Strategy