Destiny Balogun

Detail-oriented Computer Science graduate (LASU, 2024) with 2+ years managing high-volume live chat operations and online communities of 1k–5k+ members. Proven ability to coordinate remote teams, enforce moderation guidelines, optimize response workflows, and maintain 95%+ CSAT.

Seeking Junior Project

Manager – Live Chat Operations role to apply project coordination, data-driven decision making, and strong technical foundation in support tools (Zendesk, Slack, Jira, Trello). Available for flexible shifts, immediate start.

Community Manager & Live Chat Operations Lead - Freelance - Remote

(2023-01)

Managed end-to-end live chat operations for multiple clients/communities

• Led a remote team of 3–5 moderators across Discord/Telegram/Facebook groups (5+ communities, 1k–5k members each) – scheduled shifts, monitored coverage, ensured 24/7 response
• Implemented SOPs for spam/scam handling, reducing incident response time by 50% and complaints by 40%
• Tracked KPIs: Average Response Time (<2 mins), CSAT 95%+, Resolution Rate, Escalation Rate using Google Sheets & Notion dashboards
• Coordinated small projects: community onboarding flow redesign, FAQ bot setup, moderation guideline updates – delivered on time
• Trained new moderators on tools, tone, de-escalation techniques, and guideline adherence
• Reported weekly ops metrics and risks to stakeholders

Customer Support Assistant (Live Chat) - Freelance - Remote

(2022 - 2023)

• Handled 80+ live chat inquiries daily with 60+ WPM, maintaining <1 min first response time
• Achieved 95%+ customer satisfaction and 90%+ first-contact resolution
• Created canned responses and knowledge base articles to speed up team resolution
• Escalated complex technical issues with clear documentation for engineering

AI Data Annotator & Search Quality Rater - TELUS Digital AI Community - Remote

(2024)

• Evaluated search intent and ad relevance following complex 200+ page guidelines – strong attention to detail transferable to QA for chat ops
• Applied Nigerian cultural context for localization tasks
• Consistently met quality thresholds and deadlines in async remote environment

Bachelor of Science (BSc) - Computer Science - Lagos State University (LASU) (2024)