Open to opportunities

Jennifer Omonode

@jenniferomonode

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Customer-focused operations professional excelling in CRM, service, and process improvement.

Nigeria

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What I'm looking for

I seek a role where I can improve client experience and operational efficiency using CRM expertise, cross-functional teamwork, and process optimization in a fast-paced, service-oriented organization.

I am a customer-focused operations professional with experience across healthcare, wellness, and corporate environments. I specialize in CRM systems (Salesforce, HubSpot), complaint resolution, escalation handling, and improving service efficiency.

In my recent roles I led operational improvements — implementing SOPs that improved response times and customer satisfaction by 15%, introducing CRM updates to enhance ticket tracking, and supporting HIPAA-compliant patient intake and program coordination. I was recognized as Staff of the Quarter for service excellence and operational impact.

I bring strong cross-functional collaboration, data reporting and metrics tracking, and process improvement skills. I thrive in fast-paced, high-pressure environments and seek opportunities to drive client satisfaction and operational excellence.

Experience

Work history, roles, and key accomplishments

Operations Manager

Naxawellness

Oct 2024 - Aug 2025 (10 months)

Implemented SOPs that improved response times and customer satisfaction by 15% and introduced CRM updates to enhance ticket tracking and case resolution. Supported staff with policy enforcement and received Staff of the Quarter for service excellence.

Operations Management SOP Development CRM Customer Service Process Improvement Ticketing Systems Team Leadership

Coordinating Center Associate

Spravato REMS Program

Nov 2023 - Oct 2024 (11 months)

Coordinated patient intake, scheduling, and insurance authorization for the REMS program while ensuring HIPAA compliance and maintaining documentation for audits. Handled high-volume inbound/outbound calls and tracked program metrics to support operational improvements.

REMS Compliance HIPAA)Patient Scheduling Insurance Authorization CRM Call Center Operations Documentation Data Reporting HIPAA

Supervisor, Order Management

Hollys Wellness

Jun 2023 - Oct 2023 (4 months)

Promoted to Supervisor after improving order accuracy and service recovery through workflow redesign and providing client insights that strengthened customer retention.

Order Management Workflow Design Service Recovery Customer Insights Team Supervision CRM Process Improvement Quality Control

Front Desk Administrator

Cubana Trading & Investment Ltd

Jan 2022 - Jun 2023 (1 year 5 months)

Provided professional first-line client and visitor support, managed scheduling and inquiries, and assisted HR with recruitment and staff communications to improve operational efficiency.

client support Scheduling HR Support Communication Microsoft Office