Faith Oni
Lagos, Nigeria
Profile
Highly motivated and results-oriented Technical Customer Operations Specialist with 1+ years of experience in high-volume, multi-channel support (Live Chat, Email). My background is rooted in analytical problem-solving and process management, providing a technical foundation for systematic appointment setting.
Proven Expertise Includes:
• Advanced proficiency in digital scheduling platforms, including Acuity Scheduling and Calendly, for managing complex booking rules and integrating with client calendars.
• Designing and deploying systematic booking flows to ensure operational accuracy and data integrity.
• Adherence to internal Service Level Agreement (SLA) compliance and key performance indicators (KPIs).
Professional Experience
Technical Ops Specialist | Cyntex Beauty Spa, Remote
Oct 2022 – Present
• Complex Scheduling & Service Management: Designed and implemented the full booking logic within Acuity Scheduling for Cyntex Beauty Spa, successfully managing diverse service categories (nail polish, facial, hair treatment) and ensuring accurate provider assignment and time slot availability.
• Analytical Problem-Solving: Configured service-chaining and buffer times within Acuity to streamline the operational flow, directly demonstrating analytical thinking required for precision appointment booking.
• Led the development and implementation of a real-time project management and notification system by deploying a dedicated Slack channel with custom alert logic.
• Managed end-to-end logistics across multiple channels, supporting internal operations and improving project delivery timelines.
Technical Response Specialist | FreshDesk, Remote
Nov 2024 – Dec 2025
• Managed the end-to-end deployment of FreshChat Live Chat and rigorously verified all customer data prior to assignment, resulting in a streamlined and accurate customer ticketing experience.
• Defined, tracked, and enforced a new internal Service Level Agreement (SLA) focused on First Response Time (FRT) metrics, leading to measurable gains in service delivery performance.
• Provided high-quality technical support, resolving issues across email and chat channels, maintaining high customer satisfaction scores.
Key Skills
Category
Skills
Scheduling & Booking
Acuity Scheduling, Calendly, Google Calendar Integration, Client Booking Flows, Service Chain Management
Automation & Integration
Zapier, Webhooks, Trello/Slack Integration, Process Mapping, Logic Design, Google Sheets
Technical Tools
CRM & Ticketing (Freshdesk, Hubspot), Multi-Channel Support (Live Chat, Email), Google Workspace, Zendesk, Microsoft Office Suite
Metrics & Compliance
SLA Management, First Response Time (FRT), Key Performance Indicators (KPIs), Service Delivery Metrics, Data Audit
Education
Higher National Diploma (HND), Computer Science Delta State Polytechnic, Nigeria | Jan 2020 – Feb 2024
Certifications & Training
• 2025: Digital Witch IT Support Certification (Workflow Automation, CRM Management, Project Management Tools)
• Ongoing: Apollo.io Lead Generation Training (Sequencing, Search Filtering, Data Enrichment)
