Precious Marshall — Customer Experience & AI Automation

About

CX Operator.
AI Automation Builder.

I'm a Customer Experience & Order Operations Specialist with 4+ years managing high-volume customer inquiries, order fulfillment, refunds, replacements, shipping escalations, and cross-functional operational issues — from initial inquiry through to final resolution.

Across eCommerce, healthcare distribution, and enterprise telecoms, I've built a track record of resolving complex issues, retaining customers, developing SOPs, and optimizing processes that consistently deliver measurable results: 98% SLA compliance, $80K+ in recovered credits, and up to 30% faster response times.

Recently, I expanded into AI-powered CX automation — building workflows that improve ticket resolution efficiency, streamline order operations, and create more scalable customer support systems. I connect the dots between what operations teams need and what automation can deliver.

📍 Lagos, Nigeria — Open to Remote Roles Globally

Customer Experience & Operations

Customer Experience & Ops Order Fulfillment & Refunds Escalation & Issue Resolution Onboarding & Implementation Churn Reduction & Retention SOP Development Cross-functional Collaboration

AI & Automation

AI Workflow Automation n8n · Zapier LLM & AI Agents RAG Pipelines Voice AI (Vapi) API & Webhook Integrations

CRM & Support Tools

SalesforceHubSpot ZendeskAirtable ZohoShopify

Data & Ops

Process Design & Documentation ExcelPower BI MySQLGoogle Workspace

Experience

Career Timeline

4+ years of end-to-end customer operations, account management, and AI workflow automation across eCommerce, healthcare, and enterprise telecoms.

Credulen Sept 2025 – Present

CX Workflow Automation Specialist

Remote · Lagos, Nigeria

Built automation workflows connecting lead forms, CRMs, and follow-up systems — helping clients reduce manual work and improve how customer inquiries are handled.
Created AI-assisted support tools that help teams find answers faster from internal documents and knowledge bases, improving consistency in customer communication.
Set up chatbot and voice workflows for routine customer requests including inquiries, bookings, status updates, and basic support questions.
Worked with clients to understand their customer journey and identify areas where automation could improve response time, follow-up, and operational efficiency.
Documented workflows, SOPs, and support processes so client teams could manage systems independently after implementation.
Monitored workflow performance and made adjustments to improve reliability, reduce repetitive tasks, and support smoother day-to-day customer operations.

⚡ CX Automation · RAG Systems · Voice AI · SOP Documentation

AmeriCare Medical Distributors May 2025 – Aug 2025

Business Partnerships Manager

Abuja, Nigeria

Short-term Contract

Managed 25–40 daily customer interactions across B2B (hospitals, clinics, healthcare providers) and B2C clients, resolving order, delivery, and service issues in a high-stakes medical supply environment.
Expanded partner accounts and acquired new healthcare partnerships, driving 15% revenue growth through value-added solutions and account expansion.
Identified cross-sell and upsell opportunities, surfacing relevant product additions based on client needs and contributing to incremental revenue within the contract period.
Mapped end-to-end customer journeys across B2B and B2C segments, identifying friction points in the order and fulfillment process — contributing to a 15–20% reduction in delivery delays.
Tracked and documented all customer interactions in CRM, reducing case-handling gaps by 25% and improving management reporting accuracy.

🏥 +15% Revenue · 25% Fewer Case Gaps · 15–20% Faster Fulfillment

Equinix Nigeria (Main One Cable Company) Nov 2022 – Aug 2024

Account Manager – Vendor Management

Hybrid · Lagos, Nigeria

Managed 40+ vendor and partner relationships, maintaining contractual compliance and service delivery performance across institutional accounts.
Acted as primary client advocate, representing client interests across cross-functional teams to ensure service needs were prioritized — contributing to a 98% SLA compliance rate.
Led structured onboarding and implementation for new vendors and partners, defining clear service expectations, integration timelines, and performance benchmarks to reduce early-stage friction.
Mitigated financial and operational risks, contributing to 80% of annual cost-saving targets.
Supported contract reviews, availability reconciliations, and performance tracking — recovering over $80,000 in credits through compliance enforcement.

💰 $80K+ Credits Recovered · 98% SLA Compliance · 80% of Cost-Saving Targets

JakeMews Stores Mar 2021 – Aug 2022

Customer Support Manager

Remote · Lagos, Nigeria

Led onboarding and implementation for new clients — guiding them through product selection, account setup, and payment processes, reducing onboarding delays by 15% and improving lead-to-client conversion by 18–25%.
Identified cross-sell and upsell opportunities through regular client check-ins and purchase pattern analysis, increasing average order value and deepening client relationships.
Drove churn reduction and retention by maintaining consistent post-purchase engagement, resolving issues before they escalated, and building loyalty through personalised follow-up.
Reduced average response time by 30% by implementing structured communication workflows — creating a repeatable operational playbook adopted across the team.

🚀 18–25% Conversion↑ · 30% Faster Response · 15% Onboarding Delays↓

Portfolio

AI Automation Systems

End-to-end CX automation workflows — built to improve ticket resolution, streamline order operations, and scale customer support.

🧠

Featured · RAG + LLM Pipeline

AI Resume Processing Automation

Problem

HR and ops teams spending hours manually reviewing resumes with inconsistent scoring — slowing down hiring pipelines and causing talent loss.

Solution

End-to-end automated pipeline triggered by Google Drive uploads. Resumes are downloaded, converted to PDF, text extracted, then passed through an AI Resume Analyzer (OpenAI GPT-4 + Structured Output Parser). Qualified candidates are auto-created in ClickUp with timezone data enriched from location.

Google Driven8nOpenAI GPT-4Structured Output ParserClickUpPDF Extraction

Business Impact

85%

Faster Screening

Volume Processed

Manual Data Entry

⚡ Live n8n Workflow — Resume Parser Pipeline

📡

RAG · AI Agent · Memory

RAG AI Agent with Calendar & Memory

Problem

Teams losing time to manual scheduling and context-free AI responses that couldn't learn or retain previous interactions.

Solution

AI Agent powered by Google Gemini with persistent memory, Pinecone Vector Store for RAG retrieval, and full Google Calendar integration — creating, reading, and deleting events on command. Conversations logged to Google Sheets.

n8nGoogle GeminiPineconeOpenAI EmbeddingsGoogle CalendarGoogle Sheets

⚡ Live Workflow — RAG Agent + Calendar + Memory

Impact

∞

Persistent Memory

100%

Scheduling Automated

💬

Conversational AI · Multi-Agent

AI Customer Support Agent

Problem

24/7 support impossible with human-only teams — leading to poor CSAT during off-hours and agent burnout during peak periods.

Solution

Multi-agent system with Admin AI and Front Desk agents handling internal data retrieval and client enquiries. Integrates Gemini Chat, CRM lookup, calendar booking, database updates, and Gmail drafting — triggered from a single chat interface.

n8nGoogle GeminiMulti-AgentCRMCalendarGmail Draft

⚡ Live Workflow — AI Customer Support Agent

✉️

Messaging AI · Email Automation

AI Email Assistant

Problem

Teams overwhelmed by repetitive email correspondence and slow follow-ups across disconnected platforms — Telegram, Gmail, and spreadsheets.

Solution

Telegram-triggered AI Agent powered by Google Gemini with Simple Memory. Reads customer data from Google Sheets and sends personalised Gmail messages automatically — closing the loop between messaging, memory, and email delivery in one workflow.

Telegramn8nGoogle GeminiSimple MemoryGmailGoogle Sheets

⚡ Live Workflow — AI Email Assistant via Telegram

Impact

100%

Follow-ups Automated

Manual Emails

⚙️

CRM · Order Operations Automation

Operational Workflow Automation

Solution

Engineered automated lead capture, CRM routing, onboarding sequences, and follow-up workflows across HubSpot and Salesforce — eliminating manual handoffs, reducing response lag, and improving ticket resolution speed across the support pipeline.

n8nHubSpotSalesforceAirtableWebhooksAPI Integrations

Impact

40%

Manual Work↓

30%

Faster Resolution

25%

Ops Efficiency↑

🎙️

Voice AI · STT / TTS

Voice AI System

Solution

Voice AI assistants using Vapi, ElevenLabs, and Twilio — enabling natural, real-time voice conversations for inbound and outbound customer interactions. Calls handled autonomously with automatic CRM logging via GPT-4 post-call summary.

VapiElevenLabsTwilioGPT-4STT / TTSCRM Logging

Impact

24/7

Voice Coverage

80%

Response Time↓

PreciousMarshall

CX Operator.
AI Automation Builder.

Career Timeline

AI Automation Systems

Tools & Ecosystem

Academic Background

Let's Work Together

PreciousMarshall

CX Operator.AI Automation Builder.

Career Timeline

AI Automation Systems

Tools & Ecosystem

Academic Background

Let's Work Together

CX Operator.
AI Automation Builder.