FIKE ADABA
OPERATIONS || CRM AUTOMATION SPECIALIST
Lagos State, Nigeria || -, - ||-
SUMMARY
Skilled Operations and CRM Automation Specialist with 5+ years of experience optimizing
customer relationship management systems and streamlining business operations. Proficient in
leveraging advanced CRM platforms, including Hubspot and Zoho to enhance customer
engagement, drive lead generation, and improve customer retention. Adept at developing and
implementing automation workflows like Zapier and Make.com, leading cross-functional teams,
and managing complex projects to successful completion.
SKILLS
- Workflow Automation - Business Operations - Project Management - Progress
Tracking - Customer Engagement - System Integration - Operational Efficiency
- Database Management - Process Optimization -Customer Retention - Collaboration
- Zapier - Airtable - Monday.com - Make.com Trello - Asana -Typeform
- ClickUp - Slack - GSuite - Zendesk -Intercome - Hubspot - Microsoft Teams
PROFESSIONAL EXPERIENCE
Operations/CRM Automation Specialist
12/2021 – Present
Freelancer on Upwork
❖ Oversee established operational processes, enhancing process efficiency by ensuring smooth
functioning and continuous improvement, reducing operational downtime by 15%.
❖ Implement automated workflows to accelerate recurring tasks, achieving a 25% reduction in
task completion time and improving quality standards.
❖ Monitor and adjust parameters to optimize lead distribution processes, increasing lead
distribution efficiency by 20% and improving lead response times.
❖ Develop custom boards, views, and insightful dashboards to track project progress and
performance, enhancing key KPI visualization and boosting team productivity by 25%.
❖ Integrate Monday.com with Outlook, Calendly, Typeform, GSuite, Slack, Zendesk, and
Microsoft Teams using Zapier and Make.com, enhancing workflow efficiency by 35%.
❖ Train and support 50+ personnel on the use of Monday.com, leading to a 50% increase in tool
adoption and usage, ensuring team proficiency and self-reliance.
Operations/Customer Support Specialist
12/2020 – 03/2024
Sion Telecoms Limited
❖ Centralize scheduling on Google and Outlook calendars to increase the executive’s efficiency,
reducing scheduling conflicts by 25%.
❖ Resolve 65+ customer complaints per day, troubleshooting and escalating issues as needed,
leading to a 20% reduction in turnaround time.
❖ Leverage CRM tools to meticulously track customer interactions, resulting in data-driven
insights that led to a 15% increase in customer retention.
❖ Organize the company’s emails by implementing specific labels, folders, and archiving
processes, reducing inbox clutter by 30% and optimizing email retrieval efficiency.
Virtual Assistant
Sion Naturals Limited
01/2015 – 12/2020
❖ Organized executive calendars and managed travel arrangements, reducing travel expenses by
20% through strategic booking and negotiation.
❖ Managed CRM systems, including HubSpot, to track customer interactions, resolving 65+
customer inquiries daily, and increasing client retention by 15%.
❖ Coordinated project management, utilizing project management tools to prioritize tasks and
maintain timelines and deliverables, leading to on-time completion of 95% of projects.
❖ Compiled and prepared database reports, presentations, and spreadsheets, ensuring the
accuracy of information and improving data accessibility for informed decision-making.
Other Experience:
● Adm/Account Officer
● Account Officer
- Metro Peril Insurance Brokers Limited
Gold Cross Hospital
- 01/2011 –01/2015
- 08/2007 – 12/2010
KEY ACHIEVEMENTS
❖ Monday.com Setup for Start-Up: Achieved 99% success setting up workflows on
Monday.com for a start-up company, importing 1000+ contacts and optimizing project
management processes.
❖ Airtable Customization and Integration: Customized an Airtable database for project
management and integrated it with Zapier, automating task assignments, notifications, and
progress tracking.
❖ Data Accuracy and Integrity: Successfully improved CRM data accuracy by 35% and reduced
data entry errors by conducting regular comprehensive data cleansing and migration projects.
❖ Automated Lead Generation and Follow-Up: Increased qualified leads by 40% by developing
a Zapier workflow, and automating lead generation and follow-up processes.
❖ Project Management and Team Leadership: Automated workflows and streamlined
operations by managing 20+ automation experts, improving efficiency and productivity.
EDUCATION & CERTIFICATION
Lessonly | 2023
● Monday.com Advanced Workflow Certification
● Monday.com Product Badge Certified
Udemy | 2022
● Certification in Airtable Scripting, Integration, and Automation
● Project Management for Beginners
Certificate of Specialization in Integration, Automation, and CRM | 2021
Zapier Premier
Monday.com Platform Certificate - API Integration, and Administration | 2021
Monday.com
Certification in Digital Customer Service and In-demand Skills | 2021
Digital Witch Support Team
Bachelor of Science in Accounting | 2015
University of Lagos
REFERENCES
Available on Request
