Open to opportunities

Kaima Onyinye

@kaimaonyinye

Message

I improve customer journeys, fulfilment operations, and client retention across delivery-focused teams.

Nigeria

Message

What I'm looking for

I'm looking for customer experience or operations roles where I can improve service delivery, strengthen customer relationships, streamline fulfilment workflows, and collaborate across teams to deliver reliable outcomes.

I've managed end-to-end customer journeys at Cutstruct Technology Limited, from initial requests through delivery, coordinating Sales, Sourcing, Finance, and vendors to resolve issues quickly.

Across Groshoppa Limited and Kwik Delivery/Logistics, I've led daily operations, high-volume order management, and fulfilment processes. I've improved coordination, reduced service delays, addressed delivery exceptions, and supported service recovery through clear customer communication.

At Wawooh Integrated Services, I managed both customer experience and vendor relationships, introducing clearer onboarding and performance-tracking processes while resolving conflicts proactively.

I bring more than eight years of experience strengthening customer relationships, tracking service performance, improving workflows, and helping teams deliver reliable customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Cutstruct Technology Limited

Jan 2024 - Present (2 years 7 months)

Owns the end-to-end customer journey from request to delivery, ensuring timely issue resolution and seamless service. Partners with Sales, Sourcing, Finance, and vendors to coordinate requests and resolve delivery risks.

Customer Experience Customer Success Relationship Management Escalation Management KPI Tracking Cross Functional Collaboration Process Improvement Data Reporting Zoho CRM Excel Google Sheets Slack Zendesk Freshdesk

Operations Manager

Groshoppa Limited

Feb 2023 - Dec 2023 (10 months)

Directed daily operations and cross-functional coordination to maintain efficient fulfilment and reliable customer experience. Redesigned workflows to reduce service delays and address operational issues.

Operations Management Process Improvement Workflow Design Performance Monitoring Cross functional Coordination Customer Experience

Order Fulfilment Lead

Groshoppa Limited

Dec 2022 - Feb 2023 (2 months)

Led order fulfilment from processing through delivery, maintaining accuracy, timeliness, and proactive customer communication. Reduced avoidable returns and refunds by identifying issues early and coordinating timely resolution.

Order Fulfilment Proactive Customer Communications Problem Solving team training Supervision Process Improvement

Order Management Lead

Kwik Delivery/Logistics

Jan 2021 - Dec 2022 (1 year 11 months)

Managed high-volume customer orders from assignment to delivery, coordinating operations teams to keep customers informed and orders moving. Resolved delivery exceptions and strengthened communication across customers and internal teams.

Order Management Logistics Coordination Problem Solving Service Recovery Process Improvement

Vendor Relationship Manager

Wawooh Integrated Services

Sep 2019 - Nov 2020 (1 year 2 months)

Managed vendor relationships and served as the coordination point between vendors and internal teams. Resolved conflicts through proactive communication and introduced clearer vendor onboarding and performance-tracking processes.

Vendor Management Relationship Management Conflict Resolution Onboarding

Customer Experience Manager

Wawooh Integrated Services

Sep 2018 - Sep 2019 (1 year)

Led customer service operations, strengthening response practices and the overall customer experience. Developed service strategies to address recurring complaints, improve issue handling, and support customer satisfaction.

Customer Experience Customer Service Operations Complaint Resolution Strategy Development Process Improvement