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Operations & Customer Experience Leader

Isadora
Ozoemene

I turn operational chaos into systems that scale — and the teams around them into ones that hold.

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OperationsCXSystemsProjects
Selected Impact
400K+Users Supported
80%MTTR Reduction
35%Capacity Lift
8+Years Experience
The Journey

Eight years, one throughline.

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2016 — 2021

Customer Support

Front-line service and operations across 3C Hub, Lilburn, and UBA — where the instinct for systems started.

2021 — 2022

Corporate Client Service, UBA

Managing high-value relationships inside a regulated, compliance-heavy environment. AML/KYC, digital adoption, precision under process.

2022 — 2025

Team Leadership

Built National Lottery Nigeria's Customer Service Department from inception — scaling it to 360,000+ users, with the SOPs and governance to match.

2025 — Present

Customer Experience Management

Now leading CX strategy at 400,000+ users — centralised operations, structured escalation, and data-driven retention.

Currently

Project & Strategic Leadership

Expanding formally into Project Management and Business Operations — building toward advisory and transformation-level work.

What I've Built

Real problems. Real systems.

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Escalation SOP Document
Operations · National Lottery Nigeria

Centralising a Fragmented Support Operation

Problem — no single view; recurring issues, slow escalation.

Intervention — centralised ops hub, escalation SOP, KPI framework.

Result — 80% MTTR reduction, 35% capacity lift.

Retention Activity Overview
Retention · National Lottery Nigeria

Reactivating an Inactive Customer Base

Problem — missed touchpoints, quiet customer drop-off.

Intervention — SMS re-engagement strategy, proactive retention calls.

Result — measurable reactivation across a multi-channel funnel.

EMAS Project Gantt Chart
Project Management · Capstone

Implementing EMAS: An 8-Sprint Rollout

Role — Project Manager, cross-functional team of 30.

Methodology — Agile/Scrum, Jira, 48 tracked tasks.

Deliverable — full implementation plan, on schedule.

How I Think

Selected writing.

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Operations

"The issue wasn't just volume. It was fragmentation."

When operations slow down, it's rarely a volume problem.

CX Strategy

"Sometimes customers don't need multiple quick replies. They need one clear, accurate resolution."

Faster responses don't always mean better service.

Leadership

"Responsibility can be shared. Accountability is personal."

Balancing delegation and accountability.

Work With Me

Have an operational problem you're trying to solve?

See how we'd work together →
Your processes are messy. ↓ Process & Workflow Design

Operational frameworks, SOPs, and governance structures that bring clarity and consistency to how your team actually works.

Your support operation isn't scaling. ↓ CX & SupportOps

End-to-end journey design, omnichannel support models, and escalation systems built to hold at 10x the volume.

Your customers aren't staying engaged. ↓ Retention & Customer Lifecycle

Proactive engagement strategy, reactivation systems, and the reporting to know which levers are actually working.

You need someone to coordinate the moving pieces. ↓ Project & Operations Management

Cross-functional delivery — clear ownership, timelines, and measurable results, from product launches to full system rollouts.

Ways We Could Work Together
Full-Time Employment

In-house Leadership

For organisations that need a dedicated Operations or CX leader embedded in their team — building systems, leading people, and driving strategic initiatives over the long term.

Project Consulting

Defined-Scope Projects

For organisations with a specific operational challenge — a build-out, an audit, a process redesign, or a system implementation — with clear deliverables and timelines.

Fractional / Advisory

Ongoing Expertise

For startups and scaling organisations that need senior operations or CX expertise on an ongoing basis — without the full-time commitment.

The Isadora Blueprint

For the person figuring it out.

A structured space for career clarity, leadership, and practical workplace navigation — built from what actually worked, not theory.

Career Clarity Leadership Professional Visibility Workplace Navigation
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Ready to build something?

Whether you're hiring, building a team, or need someone to redesign how your operations run — I'd like to hear from you.

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