Lolu Ayeni

CRM & Workflow Operations Manager Experience Overview by Lolu Ayeni In my most recent role as a CRM Operations Lead at a mid-sized e-commerce company, I spearheaded several initiatives to streamline CRM processes and enhance workflow e>iciency. Here are highlights of my key projects and outcomes: 1. Salesforce Migration & Integration a) Led end-to-end migration from a legacy CRM to Salesforce, including data cleansing, custom object creation, and integration with Zendesk (support) and HubSpot (marketing). b) Automated lead nurturing and post-purchase follow-ups using Salesforce workflows and Zapier, reducing manual data entry by 40% and improving campaign response rates by 25%. c) Built real-time dashboards for sales and leadership teams, enabling data-driven decisions that boosted customer retention by 20% YoY. 2. SaaS Customer Support Workflow Overhaul a) At a fast-growing SaaS startup, I revamped their Zoho CRM setup to address ine>icient ticket routing. Conducted a workflow analysis and implemented automation rules, slashing average response time by 30% and raising CSAT scores by 25%. b) Trained 50+ support agents on CRM best practices, reducing onboarding time by 50% and ensuring consistent use of tags/triggers for proactive customer outreach. 3. ERP-CRM Integration for Order Processing a) Integrated Microsoft Dynamics CRM with NetSuite ERP for a retail client, eliminating manual order entry. This reduced processing errors by 15% and accelerated fulfillment timelines by 20%. b) Collaborated cross-functionally with IT, finance, and logistics teams to align integration requirements, ensuring seamless data flow and stakeholder buy-in. Key Strengths Alignment - Tech-Savvy & Integration Expertise: Proficient in Salesforce, HubSpot, Zendesk, Zapier, and ERP systems, with a focus on scalable automation. - Operational E>iciency: Consistently deliver measurable improvements (e.g., 30–40% time savings, error reduction) through workflow optimization. - Communication & Collaboration: Skilled at translating technical details for non-technical teams and fostering alignment across departments. These experiences have honed my ability to diagnose ine>iciencies, deploy CRM solutions, and drive tangible business outcomes—aligning closely with your goals. I’d welcome the opportunity to discuss how I can contribute to your team’s success.