Izuma Marcus

Results-driven Operations Manager with over four years of experience optimizing business operations, improving operational processes, and supporting organizational growth across remote and on-site environments. Proven expertise in designing scalable workflows, implementing CRM systems, developing Standard Operating Procedures (SOPs), coordinating recruitment and onboarding, and improving client service delivery. Experienced in leading cross-functional collaboration across legal, sales, administrative, and customer support teams while partnering with executive leadership to improve operational efficiency, strengthen internal processes, and enhance the overall client experience.

Operations Manager - MIB Consult

(2025-11)

• Manage end-to-end business operations, coordinating legal, sales, administrative, and client support functions to ensure efficient service delivery.
• Develop and implement operational workflows, SOPs, and internal processes that standardized operations across multiple departments and improved team accountability.
• Coordinate recruitment, interviewing, onboarding, and workflow development for legal advisors, paralegals, sales representatives, and administrative personnel, supporting the successful expansion of multiple functional teams.
• Lead CRM implementation and operational system improvements, organizing client pipelines, reporting structures, workflow automation, and operational tracking using Pipedrive and ClickUp.
• Coordinate client onboarding and service delivery processes, strengthening communication, follow-up procedures, and contributing to improved client satisfaction and service consistency.
• Develop and maintain operational documentation, including company procedures, onboarding documentation, Operations Manuals, team guidelines, and workflow documentation.
• Partner directly with executive leadership to identify operational bottlenecks, implement process improvements, and support strategic business initiatives.
• Coordinate collaboration between legal advisors, paralegals, sales representatives, and administrative teams, improving communication and operational efficiency across business functions.
• Support revenue operations through lead management, consultation workflows, payment coordination, PandaDoc documentation, and sales process optimization.
• Contributed to the successful implementation of structured operational systems supporting business growth, improved internal coordination, and more efficient service delivery.

Office Coordinator and Inventory Manager - Viccabel

(2024-01 - 2026-04)

• Coordinated daily office operations while supporting cross-functional administrative activities.
• Managed inventory valued across multiple product categories, maintaining accurate stock records and minimizing inventory discrepancies.
• Coordinated procurement activities, vendor communication, purchase tracking, and inventory replenishment to maintain uninterrupted operations.
• Maintained inventory, operational, and client records using Microsoft Excel and CRM systems.
• Produced weekly operational and inventory reports that supported management decision-making.
• Improved document organization by maintaining structured filing systems and operational records.
• Delivered excellent customer service through daily client interactions while ensuring accurate documentation and timely issue resolution.

Administrative Manager - Goretti Industries

(2021-01 - 2023-12)

• Managed end-to-end recruitment support from job advertising through onboarding, improving hiring efficiency.
• Coordinated onboarding activities and employee documentation to ensure smooth integration into the organization.
• Supported payroll preparation while maintaining confidential employee records with accuracy and discretion.
• Coordinated executive calendars, meetings, and schedules, reducing scheduling conflicts by approximately 30%.
• Drafted, reviewed, and proofread internal corporate documents, improving communication quality across departments.
• Improved document retrieval efficiency by approximately 25% through better reporting and filing systems.
• Maintained organized administrative records that supported efficient day-to-day business operations.

Customer Service Representative - MOMA Travels and Tours

(2018-11 - 2019-10)

• Managed 40–60 customer interactions daily across phone, email, and digital communication channels while consistently maintaining high service standards.
• Resolved customer inquiries and complaints through timely, professional communication.
• Maintained accurate customer records, booking information, and service documentation.
• Followed up on customer requests to ensure complete issue resolution and positive customer experiences.
• Updated CRM records and maintained accurate interaction histories.
• Identified recurring customer concerns and provided feedback that supported continuous service improvement.

Bachelor of Arts (B.A.) - Linguistics and Communication Studies - University of Port Harcourt