Open to opportunities

Sally G

@sallyg

Message

Customer Operations Lead with 10+ years delivering empathetic, SLA-driven support and measurable CSAT gains.

Nigeria

Message

What I'm looking for

I’m looking for a remote-ready customer operations role where I can own omnichannel support, deliver SLA-backed resolutions, and continuously improve SOPs and workflows—while keeping customers heard and satisfaction high across multiple priorities.

I’m a Customer Operations professional with 10+ years of experience in customer-facing operations, stakeholder communication, and administrative support. I’m trained in Zendesk ticketing, SLA workflows, omnichannel support, and HubSpot Service Hub, and I pride myself on maintaining positive customer experiences in fast-paced environments.

In my roles, I’ve driven 95%+ CSAT across email and chat, kept 100% of ticket resolutions within a 48-hour SLA, and reduced repeat complaints by 40% through proactive follow-ups. I also improve response times by 30% using SOPs and a reusable macro library, while structuring complaint resolution workflows to cut escalations by 50%.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Lead

Current

SallyCraft Hub

Jan 2023 - Present (3 years 5 months)

Managed 50+ monthly customer inquiries via email and chat, delivering 95%+ CSAT through prompt, empathetic support. Resolved 100% of product and delivery issues within a 48-hour SLA, achieving zero SLA breaches and reducing repeat complaints by 40%.

Customer Support SLA Management Zendesk SOP Development Customer Lifecycle Management Escalation Handling

Customer Operations Lead

Bakery Dripz

Mar 2020 - Dec 2023 (3 years 9 months)

Led customer experience for 80+ monthly orders, maintaining consistent communication from order confirmation to delivery. Achieved 98% on-time delivery by coordinating production, logistics, and customers, and reduced escalations by 50% through a structured complaint resolution workflow.

Customer Experience (CX)Complaint Resolution Workflow Design Cross functional Coordination Logistics Coordination Customer Retention Escalation Handling Customer Communications

Administrative & Customer Support Officer

Office of the SSA on SDGs

Jan 2017 - Jan 2019 (2 years)

Triaged and responded to 100+ weekly stakeholder inquiries across email, phone, and in-person channels without missed SLAs. Coordinated communication across 10+ departments, reducing response turnaround time by 25% while maintaining 100% documentation accuracy.

Stakeholder Management Customer Support SLA Management Administrative Support Cross Functional Communication Records Management Follow Up Systems

Revenue Assurance Officer

Bentars Nigeria Ltd

Jan 2015 - Jan 2016 (1 year)

Reconciled financial records with 100% accuracy across monthly and quarterly reporting cycles. Supported compliance and audit activities, contributing to clean audit outcomes with zero discrepancies flagged.

Revenue Assurance Reporting Cycles Compliance Support Audit Preparation Controls Discrepancy Resolution Record keeping