Iheoma Goodluck Job
Verified Expert in Support and Operations
Support & Operations Expert
Abuja (F.c.t.), Federal Capital Territory, Nigeria
Toptal member since February 11, 2026
Iheoma is a support and operations expert with deep experience enabling co-CEOs and senior executives in high-growth, fast-paced environments. She integrates executive assistance with operational leadership, streamlining workflows, managing complex communications, and driving execution across distributed teams. Known for precision, discretion, and proactive problem-solving, Ifie helps leaders stay focused on scale, strategy, and results.
Expertise
- Administrative Support
- Business Operations
- Communication
- Customer Retention
- Customer Support Operations
- Executive Consulting
- Support
- Virtual Assistance
Work Experience
Executive Assistant & Operational Support
CoachFoundation
- Provide high-level executive support to the Co-CEO, including calendar management, meeting scheduling across multiple time zones, and operational coordination.
- Serve as primary communication liaison between leadership, clients, and internal teams, managing inbox prioritization and drafting professional correspondence.
- Maintain and update Zoho CRM records, ensuring data accuracy, follow-up tracking, and pipeline visibility for executive decision-making.
- Manage high-ticket client relationships from onboarding through retention, ensuring product access, service delivery satisfaction, and issue resolution.
- Process invoices via Stripe and TailoredPay; follow up on outstanding payments and coordinate with the bookkeeping function.
- Led end-to-end recruitment and onboarding of sales team members on behalf of the Co-CEO, including account setup, training documentation, and welcome packs.
- Generated $100,000+ in revenue through targeted client follow-ups, upselling, and retention initiatives.
Executive Assistant & Operational Coordinator
HDG Resource
- Built KPIs, SOPs, and documentation systems to standardize planning processes and track operational performance.
- Prepared structured notes, action items, and draft memos to support company-wide priorities and cross-functional coordination.
- Managed a team, coordinating workflows, execution tracking, and deadlines management across tasks.
- Managed Calendars, Emails, Team Members, and Clockify Account, ensuring proper time management and productivity.
Scrum Master / Project Manager
ValueDynamix Software Company
- Managed end-to-end software and hardware development projects from planning through delivery, ensuring alignment with business objectives.
- Facilitated Agile ceremonies, including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
- Coordinated cross-functional teams across remote environments to ensure timely milestone delivery.
- Monitored project timelines, budgets, and team capacity; maintained comprehensive project documentation.
Project Coordinator / Manager
Social Sterling
- Coordinated multiple concurrent projects from initiation to completion, ensuring deadlines and deliverables were consistently met.
- Organized stakeholder meetings, prepared agendas, recorded minutes, and distributed project updates to internal teams and clients.
- Monitored project timelines, hours, and budgets to maintain operational efficiency and accurate reporting.
- Maintained all project documentation, progress reports, and filing systems.
Project History
Zero-Loss CRM Migration: Close.io to Zoho CRM
Migrated all CRM data from Close.io to Zoho CRM with 0% data loss and zero sales downtime. Rebuilt pipelines, automations, and follow-up workflows. Trained the entire sales team on the new system.
Led the end-to-end CRM migration from Close.io to Zoho CRM for a remote coaching company — executed on a live business with an active sales team and zero tolerance for downtime. Audited all existing records, removed duplicates, and built a field-mapping document to align both systems before transferring a single record. Migration was executed in phases with validation checks at each stage. Once complete, I rebuilt the full sales pipeline in Zoho, including deal stages, custom views, automations, and follow-up workflows. Delivered full team training and system documentation to ensure confident adoption from day one. Result: 100% data integrity, no sales disruption, and a cleaner CRM environment.
Sales Recruitment SOP: Job Description to Onboarding
Built a 5-stage end-to-end recruitment SOP from scratch on behalf of the Co-CEO, covering JD creation, screening, interviews, offer docs, and onboarding, freeing leadership from the hiring process entirely.
Designed and owned the full sales agent recruitment process from scratch for a remote coaching firm — on behalf of the Co-CEO, with no prior system in place. Built a 5-stage SOP covering: (1) Job description templates with defined KPIs and role requirements; (2) Candidate screening framework and shortlisting scorecard; (3) Multi-round interview structure with question banks and evaluation rubrics; (4) Offer documentation and pre-boarding communication sequences; (5) Structured onboarding program, account setup, tool access, training docs, welcome pack, and a 30-60-90 day plan. Delivered a fully repeatable hiring system that removed the Co-CEO from day-to-day recruitment entirely.
Mastermind & Lead Generation Package
Supported the strategic development of a premium coaching package, providing intensive coaching sessions, joint venture opportunities, and integrated lead funnels.
Helped develop and market a premium coaching offer integrating intensive delivery, joint venture partnerships, and funnel-based lead flow. Collaborated on offer structuring, marketing campaigns, and client outreach, driving higher engagement, conversions, and brand credibility.
Education
Bachelor's Degree in Food Science
Abia State University - Abia state, Nigeria
Certifications
Professional Scrum Master
Scrum.org
Skills
Tools
Slack, Trello, Stripe Dashboard, Basecamp, ClickUp, Zendesk
Administrative Operations
Support, Data Entry, Transcription, Calendar Management, Executive Support
Collaboration Tools
Zoom
CRM & Sales Tools
Close CRM, Zoho CRM
Customer Support
Communication
Productivity Suites
Google Sheets, Google Docs, Microsoft Excel, Google Drive
Documentation
Call Notes
Professional Skills
Data Annotation
Project & Task Management
Project Coordination
Automation & No-code
Zapier
Research
Source Vetting
Scheduling & Meetings
Scheduling
Other
Administrative Assistance, Call Agent, Food, Organizational Management, Sales & Marketing, Sales, Business Operations, Project Tracking, Procurement, Agile Practices, Project Management, iOS, Chatbot Conversation Design, Chatbots, Subtitling, Webflow, Psychology & Mental Health, Account Management, Client Services, Automation, AI Tools, Executive Consulting, Virtual Assistance, Customer Support Operations, Administrative Support, Customer Retention, IT Project Management, Agile Project Management, Logistics, Administration, Research, Operations
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