Abdullah Alawaye

Customer Experience and Remote Operations professional with 3+ years of experience across fintech, hospitality, and real estate. Skilled in CRM, customer relationship management, complaint resolution, service recovery, remote team coordination, and process improvement. Managed 500+ client relationships at SmartFunds and supported service delivery for 200+ weekly guests across hospitality operations.

Experienced in developing service SOPs, training cross-functional teams, and using customer feedback to improve retention, repeat business, onboarding, and customer satisfaction.

Customer Relationship Officer | Remote Operations Support at SmartFunds (2025-12 – Present)

• Manage 500+ client relationships across phone calls, email, WhatsApp, and CRM platforms while maintaining a 24-hour response standard.
• Resolve customer complaints and escalations, contributing to a 20% increase in repeat transactions.
• Analyze customer feedback to improve product education, customer communication, and digital onboarding.

Customer Experience Lead & Event Manager at Heptagon Lounge & Garden + 12th Legacy Hotel (2024-01 – Present)

• Deliver high-quality guest experiences for 200+ weekly guests, contributing to a 40% increase in repeat visits.
• Develop and implement service SOPs and train front-of-house, security, and support teams to improve service consistency.
• Manage VIP guest relations and provide real-time service recovery during events and hospitality operations.

Facility & Guest Services Manager at Khabazz Apartments (2024-01 – 2024-12)

• Managed the end-to-end guest journey for short-let apartment operations, contributing to a 35% increase in repeat bookings.
• Coordinated remote housekeeping, maintenance, and guest communication teams to support efficient daily operations.
• Maintained an average guest rating of 4.8+ across booking platforms through proactive communication and service quality management.

Evaluation & Stakeholder Relations Officer (NYSC) at Oyo State Ministry of Education, Science, and Technology (2023-12 – 2024-11)

• Managed stakeholder communication and evaluation-related coordination for 200+ schools.
• Supported process monitoring and documentation, contributing to a reported 95% improvement in process accuracy.

B.A. in English Language – University of Ilorin (2023-10)