Open to opportunities

Kelechi Maku

@kelechimaku

Message

Customer Service & Operations specialist using Excel and Power BI to drive measurable CSAT gains.

Nigeria

Message

What I'm looking for

I’m looking for a remote-friendly role where I can own customer support workflows, use Excel/Power BI to improve KPIs, and deliver fast, empathetic cross-channel service. I want to help teams meet SLAs and continuously reduce bottlenecks through data-driven operations.

I’m a customer service and operations specialist based in Lagos, Nigeria (remote), focused on resolving complex inquiries and keeping customer satisfaction consistently high. I bring over a year of experience managing high-volume tickets, optimizing workflows, and maintaining top-tier CSAT.

I’m especially strong at using Advanced Excel and Power BI to track support metrics, identify resolution bottlenecks, and improve response times. In my Customer Support & Operations Associate role, I manage remote customer communications while ensuring SLAs are consistently met or exceeded and maintaining an average CSAT of 94%.

I also love turning messy operational data into clear reporting and action. Through a TS Academy logistics capstone, I built an interactive Power BI dashboard that helped eliminate 15% of delivery delays, and I produced executive-ready reports that improved transparency and accountability.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Ops Specialist

Current

Freelance

May 2025 - Present (1 year 1 month)

Managed remote customer communications via email, ticketing, and chat, consistently meeting SLAs and maintaining 94% CSAT through empathetic cross-channel support and technical troubleshooting. Logged and analyzed recurring issues in Excel to help streamline support operations and improve onboarding speed.

Customer Support Ticket Resolution SLA Microsoft Excel Power BI CRM Systems Google Workspace Technical Troubleshooting Remote Collaboration

Administrative & Support Assistant

Freelance

Jan 2024 - Jan 2025 (1 year)

Handled daily administrative workflows, digital file organization, and cross-channel correspondence for independent business clients. Resolved initial inquiries by accurately routing technical issues to specialists and reduced data entry discrepancies by 10%+ through precise database documentation.

Administrative Support Data Documentation Database Management Google Workspace File Organization Remote Collaboration

Operations & Logistics Capstone

TS Academy

Built an interactive Power BI dashboard to track order metrics, shipment timelines, and delivery KPIs, identifying and eliminating 15% of delivery delays. Synthesized operational support data into executive reports to improve transparency and team accountability.

Power BI Dashboarding KPI Tracking Logistics Analytics Data Visualization Executive Reporting Operational Reporting Performance Monitoring