Supporting business growth through customer experience, operational excellence and content strategy.
I help businesses attract opportunities, build stronger customer relationships, streamline operations and maintain a consistent digital presence through thoughtful systems, communication and execution.
Work With Me
About Me
Meet Ukpudo Glory
I help businesses create exceptional customer experiences, streamline operations and maintain organized systems that support growth.
My professional journey spans banking, customer support, CRM operations, workflow design, business development and content strategy. From managing client relationships at FirstBank Nigeria to helping implement CRM and onboarding systems at Malicha Publishing, I have built a reputation for bringing structure, clarity and reliability to every project and team I support.
I enjoy turning complex processes into simple, organized workflows, whether that involves improving customer journeys, coordinating operations, managing CRM systems or supporting content and social media initiatives. My experience across customer facing and operational roles has taught me that strong systems and meaningful communication are at the heart of every successful business.
At my core, I am someone who combines attention to detail, adaptability and a customer first mindset to help businesses operate more efficiently while ensuring customers, clients and teams feel supported every step of the way.
How i help businesses grow
Customer Success & Client Support
I help businesses build stronger customer relationships through responsive support, clear communication, effective onboarding and client-focused systems that improve satisfaction and retention.
Customer Support
Responsive, empathetic multi-channel customer service that resolves issues swiftly and leaves clients feeling genuinely cared for.
Customer Success
Help customers achieve their goals through proactive communication, relationship management and a customer first approach that encourages long-term loyalty.
Client Onboarding
Structured onboarding journeys that reduce time-to-value, improve client confidence, and set the foundation for long-term retention.
Relationship Management
Build and nurture long-term client relationships through consistent engagement, follow-ups and personalized support.
CRM & Workflow Operations
I design and optimize systems that improve visibility, accountability, onboarding and operational efficiency so teams can focus on growth rather than administrative bottlenecks.
CRM Implementation
Setting up and configuring CRM platforms tailored to your business processes, ensuring clean data, clear pipelines and complete visibility.
ClickUp Systems
Build and optimize ClickUp workspaces, workflows, automations, and task structures that improve collaboration and operational efficiency..
Operations Coordination
Coordinate tasks, teams, and priorities to ensure projects move forward efficiently and deadlines are met.
Process Automation
Automate repetitive tasks, follow-ups, notifications and workflows to reduce manual work and improve consistency.
Workflow Design
Map and improve business processes to eliminate bottlenecks, improve communication, and create smoother operations.
Task Tracking & Reporting
Create systems that provide visibility into progress, accountability, and performance through organized tracking and reporting.
Lead Generation & Business Development Support
I help businesses identify opportunities, build relationships and maintain consistent follow-up systems that support revenue growth.
Lead Generation
Research and identify qualified prospects using CRM systems, databases, LinkedIn, and outreach tools to support business development efforts.
Appointment Setting
Coordinate and schedule meetings with prospective clients while maintaining professional communication and accurate calendar management.
Cold Calling & Outreach
Conduct outbound outreach and follow-up communications with confidence, professionalism and a focus on building genuine connections.
Sales Support
Support sales activities through lead tracking, proposal follow-ups, CRM updates and organized pipeline management.
Email Outreach
Create and manage personalized outreach campaigns designed to engage prospects, nurture relationships, and encourage meaningful conversations.
Pipeline Management
Maintain organized sales pipelines, track lead progress and ensure timely follow-ups that improve visibility and conversion opportunities.
Content Strategy & Social Media Growth
Helping brands strengthen visibility, engagement and audience connection through strategic content and digital storytelling.
Content Strategy
Develop content plans and messaging strategies that align with business goals and resonate with target audiences
Social Media Management
Manage content planning, scheduling, publishing, and audience engagement across multiple social media platforms..
Content Scheduling
Maintain consistent posting schedules and content calendars to ensure a reliable and organized online presence.
AI Content Creation
Leverage AI tools to create engaging graphics, videos, marketing assets, and content ideas while maintaining a human-centered approach..
Prompt Engineering
Design effective prompts that help AI tools generate high-quality content, visuals, workflows, and business solutions.
Brand Visibility
Support brand awareness through strategic content, audience engagement, and digital growth initiatives.
Featured Projects
Turning Ideas into Systems, Content and Measurable Impact
A selection of projects that showcase my ability to improve operations, enhance customer experiences, strengthen workflows and support business growth through strategy and execution.
Malicha Publishing | CRM & Workflow Transformation
Designed and implemented a ClickUp-based CRM and onboarding system to manage author inquiries, onboarding, manuscript tracking, publishing workflows and follow-up processes.
The system was built to centralize author information, improve visibility across departments, standardize onboarding, and create a structured journey from initial inquiry through publication.
Key Features
✔ Author Intake & Lead Tracking
✔ Centralized Author Database
✔ Publishing Package Tracking
✔ Manuscript Workflow Management
✔ Follow-Up & Communication Tracking
✔ Cross-Department Visibility
✔ Operational Documentation & SOPs
Impact
✔ Created a structured onboarding process for new authors
✔ Improved operational visibility across teams
✔ Reduced manual follow-up and information silos
✔ Established scalable systems to support business growth
Skills Applied
CRM Design • ClickUp • Workflow Architecture • Process Mapping • Client Onboarding • Operations Coordination • Data Management

2
RWA People Operations & Internship Management
Supported onboarding, engagement tracking, task coordination, and workforce administration for a multi-department internship program. Worked closely with interns and internal teams to improve onboarding experiences, maintain accountability, monitor participation and identify opportunities for operational improvement.
Through structured feedback collection, reporting, and process review initiatives, contributed recommendations that helped strengthen intern engagement, communication, and operational effectiveness.
Key Impact
✔ Intern Onboarding & Orientation
Introduced new interns to organizational processes, expectations, tools, and workflows, helping them integrate smoothly into their teams.
✔ Workforce Coordination & Task Management
Assigned tasks, tracked progress, monitored deliverables, and maintained accountability systems across multiple departments.
✔ Employee Experience & Engagement
Conducted feedback reviews and engagement assessments to identify challenges affecting participation, productivity, and overall intern experience.
✔ Reporting & Process Improvement
Prepared operational reports highlighting onboarding gaps, communication challenges, technical issues, and recommendations for improvement. Supported data-driven decision-making and continuous improvement efforts.
Skills Applied
People Operations • Employee Onboarding • Workforce Coordination • Operations Management • Task Management • Progress Tracking • Employee Experience • Team Coordination • Process Improvement • Reporting & Documentation • Stakeholder Communication • Project Coordination
Featured Deliverables
  • Intern Onboarding Support Framework
  • Intern Progress Tracking System
  • Task Assignment & Accountability Dashboard
  • Intern Engagement & Feedback Report
  • Workforce Coordination Tracker
  • HR Accountability Monitoring System
  • Process Improvement Recommendations
  • Intern Experience Assessment Report
  • Operational Reporting & Insights Documentation


Grant Thornton | Strategic Business Development & Market Research
Contributed to a business development and client identification project focused on high-value organizations across Shanghai and Beijing. The project involved researching prospective clients, evaluating business relevance, conducting stakeholder analysis, and developing engagement strategies aligned with Grant Thornton's advisory, audit, tax, and consulting services.
Key Impact
✔ Identified and assessed 35+ high-potential organizations across Greater China
✔ Contributed to the development of a structured client relevance scoring framework
✔ Supported stakeholder mapping and relationship-building strategies
✔ Helped prioritize target organizations based on business opportunity and strategic fit
✔ Assisted in creating a tiered outreach and engagement approach for future business development efforts
Skills Applied
Business Development • Market Research • Lead Generation • Stakeholder Analysis • Prospect Qualification • Strategic Planning • Relationship Management
Featured Deliverables
  • Client Relevance Scoring Model
  • Stakeholder Power/Interest Mapping
  • Target Client Prioritization Framework
  • Engagement & Retention Strategy Recommendations

Pepagora | Strategic Onboarding & Operational Improvement Framework
Supported operational research and process improvement initiatives focused on enhancing onboarding experiences, user activation, platform trust, and engagement outcomes. Conducted workflow analysis, user journey evaluation, competitor benchmarking, and strategic research to identify operational gaps and develop actionable recommendations.
Working alongside a cross-functional team, contributed to the design of a structured onboarding framework that addressed user friction points, strengthened trust mechanisms, improved communication workflows, and increased opportunities for user engagement and retention.
Key Impact
✔ Identified critical onboarding and activation bottlenecks
✔ Developed strategic recommendations grounded in research and benchmarking
✔ Improved visibility into user journey friction points
✔ Supported engagement and retention strategy development
✔ Strengthened operational thinking and process design capabilities
Skills Applied
Business Operations • Process Improvement • Workflow Analysis • User Journey Mapping • Strategic Research • Competitor Benchmarking • Stakeholder Analysis • Process Design • Customer Experience Strategy • Operational Planning
Featured Deliverables
  • Strategic Onboarding Framework
  • User Journey Analysis
  • Competitor Benchmarking Assessment
    Trust & Verification Strategy Recommendations
  • User Activation & Retention Framework
  • Communication & Engagement Workflow Design
  • Operational Process Improvement Recommendations
  • Onboarding Optimization Roadmap


EasySpend | Customer Support, Operations & Social Media Growth
Supported customer experience, operational monitoring, and digital growth initiatives for a fintech platform offering payment solutions, virtual cards, and cross-border transactions.
I managed customer inquiries through SalesIQ, supporting users across the EasySpend website and mobile application while resolving account, payment, verification, and product-related issues. Beyond frontline support, I proactively monitored key integrated platforms and services to identify and address operational issues before they impacted customers.
I also developed and published educational content across LinkedIn, Facebook, Medium, Zoho Sites, and Steady to improve product awareness, customer education, and brand visibility.
Key Responsibilities
💬 Customer Support & Success
  • Responded to customer inquiries through SalesIQ
  • Resolved account, payment, and transaction-related issues
  • Guided customers through platform features and services
  • Delivered timely and empathetic support across multiple channels
⚙️ Fintech Operations Monitoring
Monitored backend systems and third-party integrations including:
  • EasySpend Application
  • Anchor
  • Safe Haven MFB
  • Prembly
  • Sudo
Proactively identified service disruptions and operational issues before they generated customer complaints.
🪪 Verification & Account Support
  • Supported BVN update requests through Prembly
  • Assisted with account verification processes
  • Helped resolve identity validation issues
💳 Card Operations
  • Supported activation and management of Naira and Dollar virtual cards through Sudo
  • Assisted customers experiencing card-related issues
  • Escalated technical issues where necessary
📈 Social Media Growth & Content Strategy
  • Planned and created educational fintech content
  • Managed content publishing across multiple platforms
  • Developed customer education resources and product tutorials
  • Supported audience engagement and brand visibility initiatives
Impact
✔ Improved customer experience through responsive support and issue resolution
✔ Proactively identified operational issues before they affected users
✔ Supported seamless payment and card operations
✔ Contributed to customer retention through effective problem-solving
✔ Increased product awareness through educational content and social media campaigns
✔ Helped bridge the gap between customers, operations, and product teams
Skills Demonstrated
Customer Support • Customer Success • Fintech Operations • Technical Support • Incident Monitoring • SalesIQ • Product Support • Virtual Card Operations • Account Verification • Social Media Management • Content Strategy • Problem Solving Engagement • Brand Visibility



Malicha Publishing | Content Strategy, AI Content Creation & Digital Experience Design
Supported Malicha Publishing's digital growth initiatives through content strategy, prompt engineering, AI-powered content creation, website experience recommendations, and brand storytelling.
Contributed to publishing service positioning, website content development, AI-generated video production, presentation design, and user experience concepts that strengthened author engagement and elevated the brand's digital presence.
Key Impact
✔ Improved website messaging and publishing service positioning
✔ Developed strategic content and storytelling frameworks
✔ Created AI-assisted visual and video content
✔ Designed website improvement concepts and user experience recommendations
✔ Enhanced brand communication through content, design, and digital storytelling
Skills Applied
Content Strategy • Prompt Engineering • AI Content Creation • Digital Storytelling • Website Content Development • UX Thinking • Presentation Design • Brand Communication


Results and impact
A Track Record of Delivering Value Across Teams, Systems, and Customer Experiences
Results that speak to consistency, initiative and cross-functional impact from CRM implementations to customer retention and content growth.
5+
CRM & Workflow Systems Built
Designed and implemented operational systems improving onboarding, visibility, and team collaboration.
8+
Strategic Research Projects Delivered
Business development and market research supporting prospect identification, stakeholder mapping, and growth.
4
Industries Served
Banking, fintech, publishing, and remote environments improving customer experience and retention.
6+
Content & Digital Growth Projects
Content strategies, AI-powered content, social campaigns, and digital experiences driving visibility and engagement.
10+
Process Improvement Initiatives
Workflow optimization, documentation, and operational improvements across multiple organizations.
Skills and tools
A Full-Stack Skill Set for Modern Teams
Four core competency areas built for the demands of fast-moving, remote-first organizations from customer-facing roles to backend operations and digital growth.
Customer Success & Client Support
  • Customer Support & Success
  • Customer Onboarding
  • Relationship Management
  • Customer Retention
  • Client Communication
CRM & Operations
  • ClickUp & CRM Management
  • Workflow Design
  • Process Improvement
  • Documentation
  • Operations Coordination
Business Development
  • Lead Generation
  • Prospect Research
  • Stakeholder Mapping
  • Market Research
  • Relationship Building
Content & Digital Growth
  • Content Strategy
  • Social Media Management
  • AI Content Creation
  • Prompt Engineering
  • Brand Storytelling & Canva
Tools & platforms
Tools I Work With Every Day
Proficient across the most widely used platforms in customer success, operations, and digital growth ready to contribute from day one.
CRM & Customer Support
HubSpot · Zoho CRM · Zendesk · Freshdesk
Project Management
ClickUp · Trello · Asana · Calendly
Productivity
Google Workspace · Microsoft 365· Zoho Workspace
Marketing & Growth
Mailchimp · Apollo · Meta Business Suite · Aircall
Automation & AI
Zapier · HeyGen · ChatGPT · Canva · Gamma
Communication
Slack · Zoom
Professional EXPERIENCE
Experience Across Banking, Publishing, Fintech, Operations & Remote Work
A career built on impact not just titles. Each role contributed to stronger systems, happier customers, and more efficient teams.
1
Malicha Publishing
Administrative Operations · CRM Coordination · Content Strategy & AI Content Creation
Built operational workflows and content systems supporting publishing operations and digital presence.
2
RWA Inc
Operations & Strategy
Supported strategic operations and process coordination in a fast-paced environment.
3
Business Operations & Compliance Research Intern
Excelerate (Pepagora Project) | 2026
Contributed to operational research and workflow improvement initiatives that enhanced efficiency and team coordination.

4
Business Development Research Intern
Excelerate (Grant Thornton Project) | 2026
Supported market research and stakeholder analysis initiatives that informed business development and growth strategies.
5
EasySpend
Customer Support · Fintech Operations · Social Media Growth
Delivered customer support and contributed to fintech operations and social media engagement

6
FirstBank Nigeria
Relationship Manager
Managed client relationships in one of Africa's leading banking institutions, driving retention and satisfaction.
7
The Oasis Group
Lead Generation Specialist
Conducted prospect research and stakeholder mapping to support business development pipelines.
8
Deebug Institute
Administrative Assistant & Customer Support
Provided administrative support and customer service in an educational environment.
EDUCATION AND CERTIFICATIONS
Continuous Learning & ProfessionalDevelopment
🎓 Academic Background
A strong academic foundation in science education, critical thinking and structured communication skills that translate directly to client-facing and operational roles.
University of Benin
B.Sc.(Ed) Biology Education
📜 Certifications
ACEAfrica — Freelancing & Remote Work
Digital Witch — IT Support Certification
WhY WORK WITH ME
The Qualities That Drive My Work
Beyond skills and tools, these are the values that shape how I show up for customers, teams and every project I touch.
Reliable
Consistent, dependable and committed to delivering quality work on time.
Customer-Centric
Focused on creating positive customer experiences and building lasting, trust-based relationships.
Proactive
Identifies opportunities, anticipates needs, and solves problems before they escalate.
Detail-Oriented
Maintains accuracy and professionalism across systems, communication, and execution.
Adaptable
Comfortable learning new tools, processes, and industries quickly in evolving environments.
Excellent Communicator
Clear, professional, and empathetic when working with customers and cross-functional teams.
Open to Opportunities
Let's Build Better Systems, Stronger Customer Relationships, and Sustainable Growth
Currently available for remote and international opportunities. Ready to contribute to teams that value customer experience, operational excellence and strategic thinking.
Customer Success
CRM & Operations
Client Onboarding
People Operations
Lead Generation
Business Development
Content Strategy
Remote Support
📍 Location
GMT+1 | Remote Ready | Available Across Global Time Zones
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