Sophia Nna
@sophianna
Operations and Project Coordinator driving efficiency, compliance, and customer success.
NigeriaWhat I'm looking for
I am an operations and project coordinator with strong experience across banking, e-commerce and digital services, focused on delivering measurable operational improvements. I specialize in aligning cross-functional teams, optimizing workflows, and ensuring compliance with SOPs and data privacy.
At my current role I manage project documentation and coordinate a 10+ cross-functional team to streamline processes, reduce bottlenecks and improve execution. I have driven operational efficiency and productivity improvements of around 20% through process enforcement and compliance oversight.
Previously, I led customer success and business support functions, achieving an 85% CSAT, boosting lead acquisition by 30%, and increasing customer referrals and retention through targeted digital strategies. I also developed onboarding and training programs that reduced ramp-up time and strengthened operational risk controls.
I hold a BSc in Physics and multiple certifications in project management, customer success, IT support and digital skills, and I bring a resourceful, detail-oriented approach with strong stakeholder engagement and data-driven reporting skills.
Experience
Work history, roles, and key accomplishments
Project Growth & Admin Manager
Escorp & Company
Apr 2025 - Present (1 year 2 months)
Manage project documentation and compliance, coordinating a cross-functional team of 10+ to streamline processes and improve operational efficiency by 20% while mitigating risks.
Business Support & Customer Success Manager
CDLP Hub
Feb 2024 - Apr 2025 (1 year 2 months)
Led customer service operations achieving an 85% CSAT, maintained data security compliance, and collaborated with product and IT teams to integrate a payment API for a charging platform.
Business Development Executive
Sterling Bank Plc
Jan 2023 - Nov 2023 (10 months)
Managed digital portfolios and executed engagement strategies that increased customer referrals by 20% and lead acquisition by 30% through optimization and relationship-driven upselling.
Customer Success Specialist
Sterling Bank Plc
May 2018 - Jan 2023 (4 years 8 months)
Provided customer support and relationship management, developed onboarding training that reduced ramp-up time by 20%, and maintained operational risk control at 80%; prevented a N20 million fraud attempt in Dec 2022.
Education
Degrees, certifications, and relevant coursework
Udemy
Certificate, Project Management
2025 - 2025
Completed a Project Management Tracker course covering tools and techniques for tracking project progress.
Cisco Networking Academy
Certificate, Information Technology
2025 - 2025
Completed IT Customer Support Basics course covering foundational IT support skills and practices.
DEXA Academy
Certificate, Product Management
2025 - 2025
Completed Product Management & beyond course focusing on product development and management practices.
LinkedIn Learning
Certificate, Customer Success
2025 - 2025
Completed a Customer Success Management course focused on customer retention and success strategies.
DEXA Academy
Certificate, Project Management
2025 - 2025
Completed Project Management Essentials course covering core project management principles and methodologies.
African Leadership Xcelerator (ALX)
Certificate, Artificial Intelligence
2024 - 2024
Completed AI Career Essentials course focused on foundational AI knowledge for career development.
African Leadership Xcelerator (ALX)
Certificate, Virtual Assistance
2024 - 2024
Completed Professional Virtual Assistance course covering virtual assistance skills and best practices.
INCO Academy
Certificate, Digital Skills
2024 - 2024
Completed the Green Digital Skills Certificate focused on digital skills for sustainable practices.
Quantic School of Business and Technology
Certificate, Business
2023 - 2023
Completed a certificate recognizing a business opportunity focusing on business fundamentals and opportunity assessment.
ALISON
Certificate, Psychology
2019 - 2019
Completed a course in Consumer Psychology focused on consumer behavior and decision-making processes.
ALISON
Diploma, Customer Service
2019 - 2019
Completed a Diploma in Customer Service covering customer service principles and practical skills.
National Youth Service Corps (NYSC)
Certificate, National Service
2017 - 2017
Completed the mandatory one-year national service program in Edo State as part of NYSC.
Cross River University of Technology
Bachelor of Science, Physics
2010 - 2014
Completed a Bachelor of Science in Physics at Cross River University of Technology, Calabar.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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