OCHUKO INAYEGUE OHOCHUKU

Automation Specialist | Workflow Optimization Expert

About

Highly analytical Automation Specialist with a proven track record of designing and implementing innovative solutions using monday.com, Airtable, Zapier, and Make. Adept at transforming complex operational challenges into streamlined, automated workflows that drive significant efficiency gains and enhance profitability. Combines strong problem-solving skills with a customer-centric approach to optimize processes and deliver measurable business outcomes.

Work Experience

Customer Service/ Representative

CORE DESIGN COMPANY

Jan 2021 - Feb 2024

Abraka, Delta State, NG

Managed customer service operations, leveraging CRM tools and process improvements to enhance efficiency and customer satisfaction.

  • Streamlined customer complaint resolution, reducing response time by 35% for 200+ monthly inquiries through new workflow implementation.
  • Enhanced ticketing system efficiency by integrating automated responses, reducing manual interventions by 20%.
  • Developed Standard Operating Procedures (SOPs) that reduced new hire onboarding time by 15%.
  • Maintained a 97% customer satisfaction rating through personalized service and diligent follow-ups.
  • Managed complex customer relationships, utilizing CRM strategies (Intercom, Zendesk) to enhance retention and expand the customer base.

Customer Support

KEMBA SERVICES

Jan 2020 - Feb 2021

Abraka, Delta State, NG

Provided comprehensive customer support, implementing system efficiencies to improve response times and resolve issues effectively.

  • Improved email feedback response time by 20% by efficiently resolving over 50 customer inquiries daily.
  • Achieved a 20% increase in customer retention by managing 100+ daily calls with a focus on professional, friendly interactions.
  • Reduced unresolved issue backlog by 40% through proactive follow-up calls and systematic issue resolution.
  • Enhanced customer issue resolution efficiency by 25% through strategic utilization of ticketing systems for tracking and prioritization.

Education

Business Administration

Delta State University

Jan 2007 - Feb 2010

Abraka, Delta State, NG

Certificates

monday.com Certified

Digital Witch Community

Jan 2024

Airtable Certified

Digital Witch Community

Jan 2024

Zapier Certified Automation Professional

Digital Witch Community

Jan 2024

Make Certified Automation Specialist

Digital Witch Community

Jan 2024

Customer Support Training

Digital Witch Community

Jan 2024

Virtual Assistance Training

Digital Witch Community

Jan 2024

Projects

Automated Inventory & Sales Management System

Jan 2023 - May 2023

Designed and implemented a comprehensive, mobile-optimized inventory and sales management system for a client, leveraging Airtable for database design and advanced automation workflows. The project involved creating Kanban boards for workflow visualization, developing rollup fields for sales trend analysis, and integrating email notifications for critical alerts. The system aimed to eliminate manual errors, prevent stockouts, and provide real-time profitability insights.

Skills

Automation & Workflow Optimization

  • monday.com
  • Airtable
  • Zapier
  • Make (Integromat)
  • Process Automation
  • Workflow Design
  • System Integration
  • Efficiency Gains
  • SOP Development

CRM & Project Management Tools

  • Salesforce
  • Zendesk
  • HubSpot
  • Zoho CRM
  • Microsoft Dynamics
  • Freshdesk
  • LiveChat
  • Intercom
  • Asana
  • Trello
  • Notion
  • Google Workspace
  • Microsoft Office
  • Kanban Boards

Data Analysis & Reporting

  • Sales Trend Analysis
  • Rollup Fields
  • Calculated Metrics
  • Real-time Insights
  • Automated Reporting
  • KPI Tracking
  • Data-Driven Decisions

Problem Solving & Process Improvement

  • Troubleshooting
  • Issue Resolution
  • Root Cause Analysis
  • Process Optimization
  • Backlog Reduction
  • Scalability

Communication & Client Relations

  • Customer Relationship Management
  • Active Listening
  • Stakeholder Management
  • Client Onboarding
  • Team Collaboration
  • Training & Development