Isadora O'connor

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