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Olubunmi Akinola

@olubunmiakinola

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Business Operations Specialist improving workflows and processes with 7+ years of data-driven results.

Zimbabwe

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What I'm looking for

I’m looking for a fully remote role where I can lead process improvement and workflow optimization, define SOPs and KPIs, and use data and automation to drive measurable gains in retention, speed, and operational performance.

I’m a detail-oriented Business Operations Specialist with 7+ years of experience analyzing business processes, identifying operational inefficiencies, and implementing workflow optimization strategies that improve productivity, retention, and overall organizational performance.

I’ve led cross-departmental process improvement projects end-to-end—scoping, planning, executing, and delivering—while developing and implementing operational policies and SOPs, tracking KPIs, and communicating data-driven solutions clearly to senior leadership. I consistently spot gaps early, propose practical solutions, and drive implementation from concept through delivery.

My results include improving client retention from 78% to 93%, reducing response times from 24 hours to under 2 hours, cutting support query volume by 35% through process documentation, and maintaining 98% CRM data accuracy across high-volume environments. I’m fully remote-ready and thrive in fast-paced environments where building operational structure and continuous improvement matter.

Experience

Work history, roles, and key accomplishments

Business Operations Specialist

KKON Tech

Nov 2023 - Jan 2026 (2 years 2 months)

Led end-to-end business operations analysis and process improvement across 50+ enterprise client accounts, improving retention from 78% to 93% and reducing response times from 24 hours to under 2 hours. Built operational policies/SOPs, implemented workflow optimization, and tracked performance metrics including CSAT, retention, and CRM data accuracy.

Business Process Analysis Workflow Optimization And Operational Policies Performance Metrics KPI Tracking CRM Data Management Google Workspace ClickUp Monday.Com Airtable Make.Com Zapier GoHighLevel HubSpot Slack Zoom Microsoft Teams

Operations & Process Coordinator

FiberOne Broadband

Mar 2021 - Dec 2022 (1 year 9 months)

Managed business operations and process improvement in a high-volume customer operations function, increasing retention by 45% in three months and reducing support queries by 35%. Developed operational documentation/knowledge base articles, monitored operational performance metrics, and coordinated cross-functional workflow improvements.

Process Improvement Workflow Documentation operational performance Retention Customer Operations Cross functional Coordination Data Analysis And Reporting Google Workspace Monday.Com ClickUp Airtable Make.Com Zapier Slack Zoom Microsoft Teams

Operations Support Coordinator

FiberOne Broadband

Nov 2020 - Feb 2021 (3 months)

Supported business operations for client onboarding and activation workflows by analyzing and improving onboarding processes and reducing manual coordination effort. Created onboarding documentation and process guides, and maintained accurate operational records to support reporting and cross-team visibility.

Process documentation Cross Team Visibility Google Workspace Airtable Zapier Make.Com Slack Zoom Microsoft Teams

Operations & Customer Support Agent

FiberOne Broadband

Aug 2017 - Nov 2020 (3 years 3 months)

Managed high-volume operational workflows across inbound and outbound channels while maintaining 93% CSAT and 98% data accuracy. Collected and analyzed customer interaction data to identify recurring issues and propose process improvements that supported faster resolution and lower escalation rates.

Customer Support Operations CSAT Process Improvement Google Workspace Slack Zoom Microsoft Teams