Aderinola Karunwi

About

A customer-focused professional with over 10 years of experience, excelling in project management, IT support, and team leadership. Skilled in driving collaboration across cross-functional teams, streamlining workflows, and ensuring customer satisfaction. I have a proven track record of improving operational efficiency while exceeding customer expectations. Proficient in Jira, Confluence, and various communication platforms, I believe I am well-equipped to thrive in any Customer Success Manager role. When I’m not championing customer success, you’ll likely find me exploring and discussing African art or crafting something beautiful by hand.

Experience

• Program Manager · Wunika Mukan Gallery02-01-2023

  Oversee coordination of exhibitions and art fairs for represented artists, handling application processes, shipping, framing, booth installation, and sales. Lead end-to-end project management including capacity planning, resource allocation, documentation, client engagement and change management.

• Consultant Project Manager · Parpend Design Studio05-01-2022 – 04-01-2023

  Managed cross-functional teams, fostering collaboration for timely project completion. Facilitated project planning and retrospectives to enhance workflow efficiency. Established a centralized knowledge base for seamless communication across teams.

• IT Coordinator · University of Maryland Libraries04-01-2015 – 04-01-2019

  Acted as the primary liaison for coordinating team efforts in conducting user interviews, understanding technology trends, and communicating user requirements to software and technology vendors, ensuring solutions were tailored to customer needs. Led the post-integration process, organizing comprehensive training and creating instructional materials, including video tutorials and written guides, to ensure seamless adoption by end users. Collaborated with cross-functional teams across multiple departments to develop and implement the Terrapin Learning Commons initiative, a dynamic space designed to enhance student learning and technological engagement.

• Tech Team Lead & User Support · University of Maryland Libraries09-01-2013 – 04-01-2015

  Designed and implemented a team structure where leaders were assigned to specific technologies and customer segments, enhancing accountability and streamlining support. Fostered improved communication and collaboration between technical teams and clients, ensuring specialized support for each customer segment and technology platform. Authored and updated documentation for various processes, policies, and procedures, ensuring clarity and compliance. Led the recruitment and hiring of seasonal student workers, ensuring the team was staffed during peak periods. Developed a comprehensive onboarding packet for new staff, accelerating the learning process and enabling employees to independently handle tasks within two weeks.

• IT Support Staff · University of Maryland Libraries08-01-2012 – 09-01-2013

  Delivered expert IT technical support to both local and remote users, optimizing the performance of workstations, printers, mobile devices, and peripherals. Streamlined incident documentation and resolution by leveraging a ticketing system to track and manage requests from email, walk-ins, and phone inquiries. Consistently met or exceeded Service Level Agreements (SLAs) by swiftly addressing and resolving user requests and technical issues.

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