Nigeria
Most support teams are not failing because of bad people. They are failing because of broken systems, tickets that fall through, chatbots that dead-end, escalations that nobody owns. I have spent over 10 years on the frontlines of that problem. From managing ground operations and load control at Arik Air to handling 30+ daily customer cases remotely at ASAP Tickets, I have lived every version of what happens when CX processes break under pressure. I know what a misrouted ticket costs. I know what a good escalation path looks like. And I know the difference between a support team that is busy and one that is actually efficient. That operational background is what drove me to build the systems side. I now design and implement automated CX workflows using Make, Zapier, Airtable, lovable and Typebot, not as a developer learning tools in isolation, but as someone who has been on the receiving end of the chaos those tools are supposed to prevent. What I do: → Build end-to-end support automation (ticket routing, escalation logic, resolution tracking) → Design chatbot flows that resolve issues rather than just deflect them → Create Airtable-based CX backends for teams without a dedicated ops system → Document SOPs and workflows for support teams scaling without scaling headcount Recent work: Through OL Mettle Systems, I built a closed-loop CX automation modeled on real eSIM support pain points, installation failures, refund delays, and chatbot dead-ends, using Make for routing logic and Airtable as the system of record. Self-directed case study, not a paid client engagement. Currently: Open to remote CX Operations, Automation, or Support Manager roles, and available for freelance automation builds via Upwork. Open to connect with hiring managers, founders, and ops leads who are tired of their support team fighting fires instead of preventing them.
Independent CX operations and automation consultant helping businesses in aviation, travel, and service industries build support systems that scale without scaling headcount. Core services: operations audits, SOP design, workflow documentation, escalation architecture, staff training design, and AI-assisted CX automation using Make.com, Zapier, Airtable, Typebot, and Lovable. In 2026, completed a No-Code/Low-Code AI Automation Bootcamp and built a full CX AI support system, covering conversational routing, intent-based triage, bot-to-human handover with complete context transfer, and Airtable-based performance tracking. The system is designed to resolve approximately 80% of common support cases autonomously, eliminating the context loss that makes AI handovers frustrating for customers. Drawing on 10+ years of frontline CX and operations leadership, including building and leading a 9-person cross-functional team in a regulated aviation environment.
Provided end-to-end travel support for international clients across phone and email, managing the full booking lifecycle from initial inquiry through post-travel resolution in a fully remote, async environment. Handled 30+ inbound customer inquiries daily, advising clients on optimal flight options based on their needs and budgets, and using GDS platforms (Sabre, Amadeus, Galileo) and DreamPort CRM to search, book, and issue tickets accurately. Managed post-booking changes including rebooking, cancellations, and complex itinerary adjustments, collaborating with airlines and internal teams to resolve issues within turnaround SLAs. Applied ChatGPT and Claude for email triage, complaint categorisation, and reply drafting, reducing manual handling time on recurring inquiry types. Operated across Google Workspace, Airtable, Zapier, Slack, and DreamPort CRM to maintain case visibility, team documentation consistency, and accurate client records throughout.
Held dual responsibility across passenger service and ramp operations for one of Nigeria's largest domestic carriers, progressing from frontline agent to acting supervisory accountability for a 9-person cross-functional team spanning commercial, operations, logistics, cargo, and security. Passenger service responsibilities included check-in, boarding, baggage reconciliation, load control, and special needs and VIP passenger handling. Ramp responsibilities included baggage coordination and aircraft weight and balance calculations as a certified Flight Load Control Officer, the first female to hold that role at the station. Acting supervisory responsibilities covered cross-functional team coordination, regulatory compliance, station-level crisis management, and training and onboarding of new team members on service procedures, complaint handling, and escalation protocols. Increased on-time departure rate from 90% to 98% Reduced mishandled baggage incidents by 20% Reduced service-related complaints by 30% Maintained a passenger satisfaction rate of 94% Improved baggage handling efficiency by 10% Certified in Passenger Handling, Dangerous Goods Regulations, and Flight Load Control (Arik Air, 2013 to 2023). Awarded Delivering Quality Service (DQS) certification, 2014.