IAN N.
Mid-Level Operations & Customer Support Specialist
Open to offersNew to PlatformAbout
Ian N. is a skilled Operations Manager with over four years of experience in the customer service and operations realm, effectively supporting e-commerce, hospitality, and B2B industries. Currently at Influx, Ian expertly handles high volumes of inquiries across e-commerce, healthcare, and vehicle-rental sectors using tools like Zendesk and Salesforce. He consistently maintains over 90% CSAT and QA scores by ensuring client issues are resolved within 48 hours. Previously, as an Executive Assistant at Openaire Los Angeles, he coordinated calendars, travel logistics, and executed an end-to-end social media campaign, boosting brand awareness. His role in the fashion retail sector at Vivo Fashion Group involved enhancing revenue through upselling, resulting in a significant increase in repeat business. Ian is also committed to social causes, coordinating campaigns for mental health awareness in Kenya. His academic background includes a Bachelor of Arts in Social Sciences and several professional certifications.
Experience
Operations Manager
Influx · 2023 — PresentOversaw a significant volume of customer inquiries for e-commerce brands through various channels, including email, live chat, inbound calls, and outbound calls, delivering customer-focused support. Onboarded multiple B2B clients quarterly, managing their setup, requirements, timelines, and expectations across several accounts. Ensured prompt email and issue responses, resolving client inquiries in a timely manner while sustaining CSAT and QA scores above 90%. Utilized platforms such as Zendesk, Gorgias, Freshdesk, Salesforce, HubSpot, Slack, and Asana for ticket management, customer records, and internal communications. Identified recurring challenges and participated in the refinement of SOPs and workflows, enhancing clarity and consistency for the team. Maintained organized client records and communication using CRM/helpdesk and collaboration tools.Executive Assistant
Openaire Los Angeles · 2022 — 2023Managed executive calendars, travel arrangements, and communications, acting as a liaison for stakeholders. Assisted in booking and operational workflows, facilitating information flow between teams to ensure seamless process navigation. Directed a social media brand-awareness campaign, coordinating with designers and influencers while overseeing timelines and communications. Collaborated with sales to optimize booking and support workflows, which contributed to an increase in upsell opportunities. Developed familiarity with SEO, paid advertising, analytics, and prospecting to enhance campaign execution and business development.Retail Associate
Vivo Fashion Group · 2021 — 2022Enhanced revenue through effective upselling and personalized interactions with customers. Cultivated over 25 qualified leads per month through proactive customer relationship management. Provided personalized service, fostering repeat business and strengthening brand loyalty.
Skills & Expertise
Education
- Bachelor of Arts in Social SciencesCatholic University of Eastern Africa
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