Anita Yira
Operations & Customer Success Analyst
Lekki, Lagos
Summary
Results-driven Operations and Customer Success Analyst with over 8 years of cross-industry experience in media, advocacy, transport, and digital sales. Specializes in optimizing operational processes, enhancing customer journeys, and driving business growth through data-informed decision-making and strategic relationship management. Proven track record in supporting organizations to acquire new customers, strengthen long-term client relationships, and enhance service delivery for high satisfaction and retention. Combines strong stakeholder engagement skills with expertise in CRM tools, digital channels, performance reporting, and process improvement to streamline operations, increase conversions, and deliver measurable impact. Committed to transforming customer insights into actionable strategies that improve efficiency, boost revenue, and create sustainable business value.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
Operations & Customer Success Analyst
ABC Transport Plc
04.2024 - Current
- Coordinated 30–50+ weekly cargo bookings, optimizing scheduling and documentation processes to maintain 95%+ on-time delivery performance and minimize service delays.
- Acted as the primary customer liaison, analyzing complaints, identifying root causes, and implementing corrective actions that reduced repeat issues by 40% and improved overall customer satisfaction.
- Drove revenue growth through consultative upselling of value-added services, increasing existing customer spend by 10–15% while strengthening long-term client relationships.
- Developed and maintained weekly performance and operations reports, tracking KPIs, shipment trends, and service gaps to support data-driven decision-making by management.
- Collaborated cross-functionally with operations, sales, and logistics teams to streamline workflows, improve turnaround time, and enhance service delivery.
- Identified process inefficiencies and recommended improvements that enhanced operational efficiency and customer experience.
Assistant Advocacy & Client Relations Officer
Ken-saro wiwa Foundation
02.2019 - 03.2024
- Coordinated stakeholder engagement efforts with partners, donors, and community groups, increasing supporter participation by 20%.
- Managed stakeholder communications and issue resolution, building trust and maintaining high responsiveness across engagements.
- Assisted in executing outreach campaigns, ensuring timely service delivery to 90%+ of intended beneficiaries.
- Worked closely with internal teams to resolve operational bottlenecks and improve program execution and service outcomes.
Social Media & Online Sales Representative
Monyx Media Company
03.2016 - 01.2019
- Managed multi-channel digital outreach campaigns that increased inbound leads by 30%.
- Monitored engagement and conversion metrics to optimize customer acquisition and improve sign-up rates by 20%.
- Provided timely customer support with high responsiveness, strengthening client relationships and retention.
- Utilized CRM systems to track leads, maintain sales data integrity, and support data-driven decision-making.
Education
B.A. - History & International relations
University of Portharcourt
Nigeria01.2014
Skills
Goal oriented
Analytical mindset
CRM software
Salesforce expertise
Order management
Report preparation
Complaint resolution
Client onboarding
Complaint handling
Stock management
Account management
Order fulfillment
Logistics support
Teamwork and collaboration
Multitasking
Certification
Climate Governance, Diplomacy and Negotiations Leadership Program, Agnes
Timeline
Leadership and Teams, Saylor Academy
05-2025
Plastic Waste and the Basel Convention, United Nations Institute for Training and Research (UNITAR)
03-2025
Social Media Marketing , Hudspot Academy
02-2025
Climate Governance, Diplomacy and Negotiations Leadership Program, Agnes
01-2025
Operations & Customer Success Analyst
ABC Transport Plc
04.2024 - Current
Assistant Advocacy & Client Relations Officer
Ken-saro wiwa Foundation
02.2019 - 03.2024
Social Media & Online Sales Representative
Monyx Media Company
03.2016 - 01.2019
B.A. - History & International relations
University of Portharcourt