Summary
Overview
Work History
Education
Skills
Websites
Certification
TOOLS & SYSTEMS
Timeline
Generic

Temiloluwa Kola

Customer Success & Operations Manager
Chicago,IL

Summary

Customer Success Leader with 5+ years of experience optimizing post-sale client relationships, driving retention strategies, and improving satisfaction across digital platforms, SaaS, and healthcare services. Adept at onboarding design, KPI tracking, cross-functional collaboration, and process improvement. Passionate about building long-term relationships, solving client pain points, and scaling support systems that deliver measurable impact.

Overview

3
3
years of professional experience
4
4
Certifications

Work History

Customer Success Manager (Systems & Retention)

Zynga
02.2024 - 09.2025
  • Led a 7-person success team focused on VIP client engagement and system optimization, resulting in a 10-point NPS boost (78 → 88).
  • Redesigned customer support SOPs, reducing resolution time by 35% and increasing client satisfaction scores.
  • Implemented data-driven client dashboards (Tableau) to track engagement, churn risk, and SLA adherence.
  • Facilitated executive QBRs and collaborated with product, compliance, and legal teams to align retention strategies with HIPAA-equivalent protocols.
  • Spearheaded vendor transitions that improved service delivery and reduced support cost by $120K annually.
  • Created quarterly success reviews and internal process scorecards to monitor customer health and elevate team performance.

Customer Operations Coordinator (Field Accounts)

Hilti
01.2023 - 01.2024
  • Owned customer onboarding and lifecycle operations for field accounts across multiple U.S. regions.
  • Elevated order fulfillment rate by 22% through scheduling optimization and cross-team alignment.
  • Created a real-time client support tracker integrating Excel + customer portals, reducing communication lag by 60%.
  • Served as the liaison between customer field teams and internal logistics, resolving escalations and SLA gaps efficiently.
  • Facilitated onboarding sessions to improve client clarity and satisfaction with fulfillment services.

Customer Support (Healthcare Ops, Contract)

Roche Diagnostics
05.2022 - 01.2023
  • Supported onboarding and client documentation across 4 regional labs, ensuring HIPAA-compliant workflows and high audit readiness.
  • Reduced client response lag by 20% by revamping lab scheduling and reporting communication systems.
  • Standardized training guides and conducted SOP sessions with internal and external stakeholders.

Education

Master of Science - Healthcare Management & Data Analytics (SPS)

Northwestern University
Chicago, IL
05.2001 -

B.S. - Biomedical Engineering

Southern Illinois University
Carbondale, IL
05-2020

Skills

  • Customer onboarding expertise

  • SLA & NPS Performance Management

  • Cross-functional Communication

  • Voice of Customer (VoC) Strategy

  • Upsell Enablement & Usage Expansion

  • CRM & Knowledge Base Management

  • Stakeholder Alignment & Account Health

  • Issue Escalation & Resolution

  • Process Mapping & Playbook Development

  • HIPAA & Compliance Protocols (Healthcare/SaaS)

  • Customer retention

  • Customer account management

Websites

Certification

Google Project Management

TOOLS & SYSTEMS

  • Salesforce
  • Zendesk
  • Tableau
  • Excel (VLOOKUP, PivotTables)
  • SAP
  • NetSuite
  • Asana
  • JIRA
  • Notion
  • Google Suite
  • Slack
  • Confluence
  • Monday.com
  • Power BI

Timeline

Customer Success Manager (Systems & Retention)

Zynga
02.2024 - 09.2025

Customer Operations Coordinator (Field Accounts)

Hilti
01.2023 - 01.2024

Customer Support (Healthcare Ops, Contract)

Roche Diagnostics
05.2022 - 01.2023

Master of Science - Healthcare Management & Data Analytics (SPS)

Northwestern University
05.2001 -

B.S. - Biomedical Engineering

Southern Illinois University

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Temiloluwa KolaCustomer Success & Operations Manager