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.
IOOpen to opportunities
Isadora O'connor
@isadoraoconnor
Strategic CX leader specializing in SupportOps, retention, and data-driven customer experience improvements.
NigeriaWhat I'm looking for
I am a results-driven Customer Experience (CX) leader with over 8 years' experience in Support Operations and retention, primarily in fintech and banking environments. I combine a scientific background in Biochemistry with advanced Excel and CRM proficiency to build scalable systems that reduce escalations and improve customer satisfaction.
I've engineered a centralized SupportOps dashboard that cut escalation response times by 80%, led remote teams of 10+ agents, and designed revenue recovery and refund governance strategies. I partner closely with product, engineering, and finance to translate customer data into product improvements and operational policy that ensure consistent, compliant service delivery.
Experience
Work history, roles, and key accomplishments
NN
Current
Customer Support / Service Manager
National Lottery Nigeria
Mar 2025 - Present (11 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.
NN
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.
UACustomer 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.
LC
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.
CH
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.
Education
Degrees, certifications, and relevant coursework
OT
Our Savior Institute of Science, Agriculture & Technology
Bachelor of Science, Biochemistry
Completed a Bachelor of Science in Biochemistry, applying scientific methods and analytical skills relevant to data-driven customer experience work.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
NigeriaAuthorized to work in
Job categories
Customer Experience LeadershipSupport Operations LeadCustomer Support ManagerRetention SpecialistProduct Operations ManagerUX Strategy LeadOperations AnalystCustomer Success ManagerQuality Assurance LeadChief Customer Experience OfficerCustomer Experience DirectorDirector of Customer ExperienceChief Experience Officer
Skills
RemoteSupport OperationsSLA ManagementCustomer Journey MappingChurn Risk ManagementRemote Team ManagementStakeholder ManagementAdvanced ExcelPivot TablesData VisualizationZoho DeskFreshdeskCRM Architecture & OptimizationGoogle WorkspaceData ReportingPolicy ManagementAutomated SMS Re EngagementGmailLoopsMicrosoft ExcelRemote Team
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