Mark Mbamalu
Process Control & Risk Specialist | Customer & Technical Support Analyst | B2B Business Sales
Barcelona
Summary
Experienced Logistics & Operations Analyst with a strong background in process control, data-driven decision-making, and project management. Proven ability to analyze and improve operational flow using KPIs, while coordinating with cross-functional teams in dynamic, high-volume environments. Hands-on experience in logistics, customer operations, and real-time problem solving. Proficient in CRM systems, root cause analysis, and performance monitoring tools. Adaptable, solution-oriented, and comfortable working in shift-based, high-pressure environments.
Overview
21
21
years of professional experience
8
8
Certifications
3
3
Languages
Work History
Sales Development & Process Analyst
Concentrix Tigerspike
2024.03 - Current
- Optimized lead qualification and pipeline flow using CRM data and analytics.
- Identified and reported performance gaps in sales operations, improving conversion processes.
- Managed operational data for reporting and collaborated with management to refine sales targeting strategies.
Customer Service & Technical Support Analyst
Webhelp
2021.12 - 2024.02
- Resolved over 50 technical support cases daily with focus on speed and accuracy.
- Conducted detailed root cause investigations and documented solutions.
- Coordinated with internal tech teams and customers to streamline resolution timelines.
Logistics Flow Coordinator
Freelance Consultant
2023.02 - 2024.01
- Monitored inbound and outbound logistics KPIs for an e-commerce retailer, identifying fulfillment bottlenecks and delivery delays.
- Conducted root cause analysis of missed SLAs; implemented solutions that improved delivery accuracy by 22%.
- Created SOPs and real-time dashboards to support warehouse and transport team coordination.
- Reported weekly operations summaries to leadership.
Data Operations Analyst
Freelance Consultant
2022.06 - 2022.12
- Built reporting dashboards and performance trackers using Excel and Salesforce.
- Supported logistics planning and customer ops forecasting through data analysis.
- Led cleanup of customer engagement data, improving report accuracy by 30%.
Shift Operations Coordinator
2021.04 - 2022.05
- Supported early/late shift teams by handling real-time escalations and incident tracking.
- Created and maintained handover logs to improve shift continuity.
- Flagged recurring issues and contributed to root cause analysis sessions.
Content Analyst & Quality Auditor
Meta (Facebook)
2019.11 - 2021.12
- Audited flagged digital content for compliance with internal guidelines.
- Identified emerging content trends and contributed to process improvements.
- Ensured review quality and data consistency in analysis workflows.
Operations Support Specialist
MANGO
2016.08 - 2019.10
- Managed multi-channel logistics queries (returns, deliveries, product issues).
- Handled root cause investigations on failed deliveries and stock discrepancies.
- Built internal reports to track resolution efficiency and customer satisfaction.
Customer Service Specialist
Vueling Airlines
2014.01 - 2015.01
- Managed flight bookings, rebookings, and travel documentation issues.
- Handled live escalations related to flight delays, baggage, and service issues.
- Provided compliance-focused customer support at high volume.
Protocol & Passages Manager (NYSC)
Nigerian Civil Aviation Authority (NCAA)
2004.10 - 2005.10
- Managed travel documentation and accommodation for government aviation staff.
- Received and supported VIP guests at Lagos Airport.
- Maintained audit-ready records and processed administrative documentation.
Education
Bachelor's Degree - Business Administration & Management
University of the People
Associate Degree - Business Management
University of the People
Certificate - Cyber Computer Security
CCC Centro de Estudios Profesionales
Skills
Process Control & Optimization
Logistics Flow Analysis & SLA Monitoring
Root Cause Analysis (RCA) & Problem Solving
KPI Reporting & Operational Dashboards
Lean Thinking / Continuous Improvement
Cross-Functional Communication & Coordination
CRM Management (Salesforce, HubSpot)
Microsoft Excel
Microsoft Teams
Microsoft PowerPoint
Data Visualization & Forecasting
Shift-Based Operational Support
Certification
Risk Management
Timeline
Sales Development & Process Analyst
Concentrix Tigerspike
2024.03 - Current
Logistics Flow Coordinator
Freelance Consultant
2023.02 - 2024.01
Data Operations Analyst
Freelance Consultant
2022.06 - 2022.12
Customer Service & Technical Support Analyst
Webhelp
2021.12 - 2024.02
Shift Operations Coordinator
2021.04 - 2022.05
Content Analyst & Quality Auditor
Meta (Facebook)
2019.11 - 2021.12
Operations Support Specialist
MANGO
2016.08 - 2019.10
Customer Service Specialist
Vueling Airlines
2014.01 - 2015.01
Protocol & Passages Manager (NYSC)
Nigerian Civil Aviation Authority (NCAA)
2004.10 - 2005.10
Associate Degree - Business Management
University of the People
Certificate - Cyber Computer Security
CCC Centro de Estudios Profesionales
Bachelor's Degree - Business Administration & Management
University of the People