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Izuchukwu Mercy

@izuchukwumercy

Customer Success & Operations Manager with 5+ years driving service delivery, workflow optimization, and customer satisfaction.

Nigeria

Message

What I'm looking for

I’m looking for a role where I can own customer success from onboarding to resolution, optimize operations and scheduling, and improve efficiency through process improvement—while maintaining high service standards in a fast-paced team.

I’m an impact-driven Customer Success and Operations Manager with 5+ years of experience optimizing workflows, coordinating projects end-to-end, and driving service delivery across aviation, technology, and service environments. I specialize in resolving complex operational issues, leading cross-functional execution, and supporting leadership through structured process improvement in fast-paced settings.

In recent roles, I spearheaded the customer lifecycle for 15–25 active accounts daily, strengthened scheduling using Jobber and Monday.com, and maintained a 95%+ on-time visit confirmation rate. I’ve also improved dispatch efficiency by 20%, served as the primary customer-to-technician communication link, and mitigated churn by de-escalating warranty and complaint issues. Earlier, I delivered 60+ daily customer interactions with a 95% customer satisfaction rate and supported B2B/B2C growth that contributed to a 15% annual revenue increase.

Experience

Work history, roles, and key accomplishments

Customer Success & Account Manager

Mr. Glazier Inc.

Jan 2025 - Jan 2026 (1 year)

Managed the full customer lifecycle from quote approval and deposits through project completion for 15–25 active job accounts daily. Scheduled technicians using Jobber and Monday.com and reduced churn by triaging complaints and warranty issues.

Customer Success Account Management Customer Lifecycle Management Scheduling Technicians Jobber Monday.Com Deposit Verification Payment Processing Accounts Receivable

Operations & Dispatch Coordinator

BozmanFix Appliance Repair

Jan 2024 - Jan 2025 (1 year)

Planned routes and schedules for a team of 15 technicians, improving dispatch efficiency by 20% through process improvements. Coordinated communication between customers and technicians to ensure timely service updates and delivery.

Route Planning Dispatch Coordination Scheduling Customer To Technician Communication Process Improvement

Customer Service Coordinator

Lantech Communications LLC

Jun 2024 - Dec 2024 (6 months)

Handled 60+ daily customer interactions via phone, email, and live chat, achieving a 95% customer satisfaction rate through rapid issue resolution. Used CRM systems to track requests and supported onboarding by explaining service pricing, timelines, and technical requirements.

Customer Service Phone Support Email Support Live Chat Support Issue Resolution Customer Satisfaction Customer Onboarding Pricing & Timeline Communication

Sales & Affiliate Manager

GetCarrier LLC

Feb 2023 - Nov 2023 (9 months)

Ran end-to-end B2B and B2C sales cycles including lead generation and negotiation, contributing to a 15% increase in annual revenue. Built long-term client relationships by providing tailored logistics solutions, supporting high retention and strong on-time delivery performance.

B2B Sales B2C Sales Lead Generation Negotiation Affiliate Management Client Relationship Management Revenue Growth On Time Delivery